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ALSO CALLED:
Call Centre Software
DEFINITION: Cross-media queuing is a callcenter 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 sitesubmission, fax or interactive voice response (IVR) message.According to a white paper by Intel, a cross-media queuing application needs fivecomponents:A queue engine to act as acentral
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Definition continues below.
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Call Center Software Reports
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14 Matches
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Building the Contact Center of the Future
sponsored by inContact
WHITE PAPER:
This comprehensive white paper discusses the future of contact centers. From tools to strategy this paper covers all you need to know about ensuring that your customer service stays up to date.
Posted: 15 May 2012 | Published: 15 May 2012
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STOP LOOKING! THE FCR SILVER BULLET IS ALREADY HERE
sponsored by Enkata Technologies
WHITE PAPER:
This paper discusses first contact resolution and the offerings for measuring success with FCR.
Posted: 26 Apr 2012 | Published: 26 Apr 2012
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AAA Southern New England Gets On The Road With Enterprise VoIP
sponsored by Carousel Industries
CASE STUDY:
This case study explores how AAA Southern New England established a new call center, implemented VoIP, and integrated SIP trunking into their branch offices.
Posted: 13 Apr 2012 | Published: 13 Apr 2012
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A Total Cost of Ownership Analysis of SAP's Business Communications Management Solution
sponsored by SAP America, Inc.
WHITE PAPER:
Read this paper to learn why an all-Internet Protocol (IP)-based contact center solution such as the SAP Business Communication Management (BCM) is attractive to administrators seeking to lower call costs, reduce hardware needs, and improve the operational performance of multiple centers and communication channels.
Posted: 27 Mar 2012 | Published: 27 Mar 2012
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MarketScope for IVR Systems and Enterprise Voice Portals
sponsored by Voxeo
ANALYST REPORT:
This Gartner analyst report reviews top IVR products and examines the strengths and weaknesses of each.
Posted: 13 Mar 2012 | Published: 13 Mar 2012
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Cloud Cover for the Call Center: Meeting Demands Intelligently and Efficiently
sponsored by Oracle Corporation
WHITE PAPER:
This paper covers many of the complications and complexities of managing a call center. It explores the various solutions available and offers pros and cons to each of the options. It shows the positive financial impact picking the right choice can have.
Posted: 01 Mar 2012 | Published: 01 Mar 2012
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Webinar: Increase Call Center Service and Efficiency: Insight into one company’s approach
sponsored by NACR
WEBCAST:
Having a functional communications system is imperative to delivering outstanding customer service and achieving operational efficiency. When it comes to AAA Mid-Atlantic, they want to be sure their customers get the best service possible.
Posted: 14 Feb 2012 | Premiered: 14 Feb 2012
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Increase Call Center Service and Efficiency
sponsored by NACR
CASE STUDY:
Having a functional communications system is imperative to deliver outstanding customer service and achieve great operational efficiencies.
Posted: 10 Feb 2012 | Published: 10 Feb 2012
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UCB Gains Efficiencies and Realizes Lower TCO with CallCopy Call Recording
sponsored by NACR
CASE STUDY:
Uncover why a implementing a CallCopy recording solution that is easy to use, search, update, support and maintain can offer a lower TCO than other solutions, as well as fulfilling all your call recording needs.
Posted: 10 Feb 2012 | Published: 10 Feb 2012
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Adapt your contact center for increased customer satisfaction
sponsored by inContact
VIDEO:
This video explains how you can combine interactive voice response (IVR) and ACD systems into one that tracks calls, call waits and offers "self-service" options for callers with a long wait. Watch this now to see a detailed overview of this all-in-one system that will save your organization money.
Posted: 20 Jan 2012 | Premiered: 20 Jan 2012
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Top 5 Ways to Make IVR Work For You and Your Customers
sponsored by inContact
WHITE PAPER:
This white paper describes five tips and challenges for using Interactive Voice Response (IVR) systems.
Posted: 20 Jan 2012 | Published: 20 Jan 2012
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Debunking Security Concerns with Hosted Call Centers
sponsored by inContact
WHITE PAPER:
This comprehensive white paper explores the call center landscape, details the benefits of hosted call centers along with the risks involved in cloud-based services.
Posted: 16 Sep 2011 | Published: 16 Sep 2011
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Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis
sponsored by inContact
WHITE PAPER:
This white paper presents the results of a total cost of ownership (TCO) analysis comparing premise-based and hosted contact center platforms.
Posted: 08 Aug 2011 | Published: 08 Aug 2011
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Cloud Computing for the Call Center: The Next Revolution
sponsored by inContact
EBOOK:
The right cloud computing solution makes it possible for call centers to eliminate barriers created by obsolete premise-based solutions, achieve customer service excellence and continue business success. Find out how inContact is helping hundreds of call centers greatly reduce costs while simultaneously increasing customer satisfaction levels.
Posted: 04 May 2010 | Published: 04 May 2010
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CALL CENTER SOFTWARE DEFINITION (continued): … coordination point. The queue engine negotiates all interactions with customers based uponbusiness rules configured by a systems manager.Media interaction modules to accept incoming customer queries from media channels andsend the queries to agent applications as directed by the queue engine.Agent application modules to enable automatic management of customer queries as theyarrive at the desktops call center agents. The modules could be modified or built by systemdevelopers to be integrated into specific desktop applications.Configuration and administration modules that system administrators can … Call Center Software definition sponsored by SearchCRM.com, powered by WhatIs.com an online computer dictionary
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