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.
… Definition continues below.
Your request for Call Center Software webcasts returned limited or no results. The request has been expanded to include Enterprise Applications Software webcasts.
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.
TechTarget provides enterprise IT professionals with the information they need to perform their jobs
- from developing strategy, to making cost-effective IT purchase decisions and managing their
organizations' IT projects - with its network of
technology-specific Web sites, events and magazines
My Research History
Free Newsletters
