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Call Center Software
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ALSO CALLED: Call Centre Software
DEFINITION: Cross-media queuing is a call center technology that enables all incoming queries to be received and routed in the same way, whether a query comes in the form of a phone call, e-mail message, instant message, Web site submission, fax or interactive voice response (IVR) message.
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Definition continues below.
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| 1 - 10 of 13 Matches | |
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Retail 101: Juggling POS with Mobility, Call Centers, BI and Security
| sponsored by Hewlett-Packard Company
WHITE PAPER:
In this E-Guide, get an overview of the retail industry from the focal points of tying it to security, business intelligence, mobility and call centers.
Posted: 06 Jun 2008 | Published: 05 Jun 2008
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Proactive Contact Center Management: A New Paradigm for Driving Continuous Improvement?
| sponsored by Genesys
WHITE PAPER:
This white paper is intended to give you a sense of what these new proactive management technologies can do for you, and to help you establish criteria for evaluating products in this arena.
Posted: 03 Jun 2008 | Published: 01 Jan 2006
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Consolidation 2.0: Consolidation Trends in Contact Center Technologies and Operations
| sponsored by CosmoCom, Inc.
WHITE PAPER:
This white paper explains the benefits of Consolidation 2.0 and shows how it best meets the demands of today's global business environment.
Posted: 27 May 2008 | Published: 01 Jan 2008
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Roadmap for Implementing a Multi-Site IP Contact Center
| sponsored by Avaya Inc.
WHITE PAPER:
Explore a three-part guide to identifying the potential presented by Internet Protocol (IP), building a business case for migration to IP and ultimately designing and implementing an IP infrastructure.
Posted: 20 May 2008 | Published: 01 Mar 2007
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SAP™ CRM Integration into the Contact Center
| sponsored by AMC Technology
WHITE PAPER:
This technical integration brief explains how the SAP CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
Posted: 09 May 2008 | Published: 01 May 2008
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Oracle Siebel Integration into the Contact Center Technical Integration Brief
| sponsored by AMC Technology
WHITE PAPER:
This technical integration brief explains how the Siebel CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
Posted: 09 May 2008 | Published: 01 May 2008
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Oracle PeopleSoft CRM Integration into the Contact Center
| sponsored by AMC Technology
WHITE PAPER:
This technical integration brief explains how the PeopleSoft CRM application can be integrated into a contact center, including both general technical details of call center integration, as well as how to use vendor certified software from AMC.
Posted: 09 May 2008 | Published: 01 May 2008
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Financial Giant Cuts Costs through Offshore Testing Services
| sponsored by Hexaware Technologies
WHITE PAPER:
Learn how one company was able to utilize cost effective offshore support for use acceptance testing (UAT) of customer applications, ensuring cost benefits and reduce failure rates.
Posted: 10 Apr 2008 | Published: 01 Apr 2008
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Analytics-driven Workforce Optimization: An Essential Approach to Enterprise Customer Service
| sponsored by Verint Witness Actionable Solutions
WHITE PAPER:
Learn more about analytics in the contact center and how analytics forms part of an advanced workforce optimization solution that can impact areas beyond the contact center, including branch-office interactions and back-office operations.
Posted: 03 Apr 2008 | Published: 01 Apr 2008
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Addressing Common Contact Center and Enterprise Business Issues with Speech Analytics
| sponsored by Verint Witness Actionable Solutions
WHITE PAPER:
As a solution to contact center issues, this paper suggests Speech analytics, which gives organizations the ability tap into existing recorded customer interactions to gain actionable intelligence for improving business performance.
Posted: 03 Apr 2008 | Published: 01 Apr 2008
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| 1 - 10 of 13 Matches | |
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CALL CENTER SOFTWARE DEFINITION (continued): … According to a white paper by Intel, a cross-media queuing application needs five components: - A queue engine to act as a central coordination point. The queue engine negotiates all interactions with customers based upon business rules configured by a systems manager.
- Media interaction modules to accept incoming customer queries from media channels and send the queries to agent applications as directed by the queue engine.
- Agent …
Call Center Software definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
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