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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  … 
Definition continues below.
Call Center Software Reports
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Transform Your Business Digitally to Improve Customer Service and Experience
sponsored by Five9
EBOOK: In the digital age, your business is defined by technology ... and it wants to evolve. Learn about digital transformation as a construct of emerging cloud CRM platforms, cloud contact center and SaaS technologies. Uncover what technology is spurring digital transformation, the impacts of digital transformation, why it's important, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Case Study: How Booker Streamlined Their Contact Center
sponsored by Five9
CASE STUDY: Cloud-based management systems provider Booker faced a problem. They had 2 separate contact centers, which caused challenges for the company's service agents and negatively impacted end-user experience. In this case study, explore how Booker can now deliver stronger, more consistent customer experiences, are more efficient, and more.
Posted: 28 Sep 2017 | Published: 28 Sep 2017

Five9

Case Study: How ( And Why) Teladoc Chose Their New Contact Center Tool
sponsored by Five9
CASE STUDY: Teladoc, a leading provider of telehealth services, had trouble with their new in-house contact center tool. The platform was difficult to navigate, it lacked administrative features, and they faced frequent outages. Learn how Teledoc updated their contact center tool to improve customer satisfaction ratings by 97% and more.
Posted: 27 Sep 2017 | Published: 27 Sep 2017

Five9

The State of Customer Experience 2017 From Voice to Digital: An Industry in Transition
sponsored by West UC
RESEARCH CONTENT: According to a Walker study, CX will overtake price and product as the key brand differentiator by 2020. Company success now more than ever hinges around how a company deals with its customers. In this research report, explore insight from over 200 professionals to understand the current state of CX.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

Why Contact Centers are Moving to Cloud-Based Tools: Research Study
sponsored by West UC
RESEARCH CONTENT: Moving from a traditional call center environment to a contact center one is easier said than done. In this research report, explore findings from over 100 contact center decision-makers that delve into where organizations are in the cloud adoption curve, what the drivers are for cloud adoption, and much more.
Posted: 26 Sep 2017 | Published: 26 Sep 2017

West UC

The Benefits of Unified Communications as a Service
sponsored by West UC
WHITE PAPER: Learn how you can transform your professional services business with unified communications as a service, and deliver superior customer experiences. Explore 6 key benefits of leveraging cloud communications tools, and real-life case studies of businesses that used the cloud to solve key problems.
Posted: 22 Sep 2017 | Published: 22 Sep 2017

West UC

Contact center software features help fulfill the customer's journey
sponsored by SearchCRM
EBOOK: From cutting costs to guaranteeing a better customer service experience, contact center infrastructure updates can make a huge difference. In tis expert handbook, learn how to analyze, consider and choose the right contact center software for your organization.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

SearchCRM

Top 7 Contact Center Dos & Don'ts
sponsored by NICE Systems, Inc
EGUIDE: Customer service agents set the tone for a customer's interactions with a company. In this expert e-guide, Rick Merson, Global Operations Director at Atento, explains how to improve the experience with the top 7 contact center management dos and don'ts.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE Systems, Inc

Boost Contact Center Service (Without Adding Agents)
sponsored by NICE Systems, Inc
EGUIDE: Contact center service is critical to customer experience, so you need to ensure that your company's call center agents have the right tools and techniques for the job. Scott Sachs, President of SJS Solutions and a contact center pro, explains how to level-up your contact center ... without adding players.
Posted: 31 Aug 2017 | Published: 30 Aug 2017

NICE Systems, Inc

10 Considerations for Moving Your Contact Center to the Cloud
sponsored by Genesys
EBOOK: Explore how to migrate your contact center to the cloud with confidence and uncover 10 essential considerations for selecting a trusted partner.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

Genesys

Technology Roadmap for Omnichannel Customer Engagement
sponsored by Genesys
WHITE PAPER: Discover how to use a system of engagement approach to enable seamless omnichannel service across all channels and touchpoints, and uncover 4 steps to make your contact center operations omnichannel-ready.
Posted: 31 Aug 2017 | Published: 31 Aug 2017

Genesys

Should You Update or Abandon That ACD?
sponsored by Genesys
WHITE PAPER: Explore the potential benefits of VoIP vs. SIP. Find out how to improve contact center efficiency and break down silos between channels. Plus, learn how to migrate from legacy ACD systems to SIP to deliver seamless omnichannel customer experiences.
Posted: 30 Aug 2017 | Published: 30 Aug 2017

Genesys

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Learn how to create comprehensive omnichannel workforce management by optimizing planning, forecasting, and scheduling to help you orchestrate your customers' journey and improve overall experiences.
Posted: 30 Aug 2017 | Published: 30 Aug 2017

Genesys

Engage with Customers in an Ultra-Connected Era
sponsored by Genesys
EBOOK: Find out how to use an integrated cloud-based contact center management system to orchestrate sound omni-channel strategies and deliver differentiated customer experiences. Learn how to make your contact center mobile and social media friendly and increase customer engagement.
Posted: 29 Aug 2017 | Published: 29 Aug 2017

Genesys

Contact Center Economics and the Cloud
sponsored by Genesys
EBOOK: In this e-book, explore the potential long-term cost benefits of moving your contact center to the cloud vs. staying on-premise by taking into account factors like company size and geographic location.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

Building the Business Case for Omnichannel
sponsored by Genesys
RESOURCE: Learn how to improve contact center efficiency and manage omnichannel strategies better for both self-service and assisted service channels. Plus, uncover 10 ways to quantify the omnichannel business case.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

10 Considerations for Moving Your Contact Center to the Cloud
sponsored by Genesys
EBOOK: Explore how to migrate your contact center to the cloud with confidence and uncover 10 essential considerations for selecting a trusted partner.
Posted: 28 Aug 2017 | Published: 28 Aug 2017

Genesys

Optimize Your Workforce for the Omnichannel Revolution
sponsored by Genesys
EBOOK: Learn how to create comprehensive omnichannel workforce management by optimizing planning, forecasting, and scheduling to help you orchestrate your customers' journey and improve overall experiences.
Posted: 25 Aug 2017 | Published: 25 Aug 2017

Genesys

Omnichannel is No Longer Optional
sponsored by Genesys
EBOOK: Find out how contact centers can create real-time visibility into all interaction types to build and enhance their omnichannel strategies and meet their customers wherever they are.
Posted: 24 Aug 2017 | Published: 24 Aug 2017

Genesys

The Omnichannel Customer Engagement Playbook
sponsored by Genesys
EBOOK: Find out how mid-size and large contact centers can architect omnichannel CEM strategies that target each stage of the customer journey. Learn about the differences of omnichannel vs. multichannel, and uncover the potential benefits of these types of strategies.
Posted: 24 Aug 2017 | Published: 24 Aug 2017

Genesys

Contact Center Economics and the Cloud
sponsored by Genesys
EBOOK: Weigh the benefits of moving important contact center apps, systems, and data to the cloud. Find out how to strike the balance between cloud and on-premise deployment for your contact center by assessing key factors like the size and geographic location of your company.
Posted: 23 Aug 2017 | Published: 23 Aug 2017

Genesys

Removing the Barriers to Automating Quality Assurance
sponsored by NICE Systems, Inc
WHITE PAPER: Explore 4 barriers to true quality management automation in contact centers and how to overcome them. Discover how to get the most out of your quality management processes and data by paving the way for the automation.
Posted: 18 Aug 2017 | Published: 18 Aug 2017

NICE Systems, Inc

Performance Matters: The NICE Guide to Performance Management in the Contact Center
sponsored by NICE Systems, Inc
EBOOK: Find out how to reshape your contact center and optimize its performance management to meet or even exceed organizational objectives with updated strategies for employee performance management, employee segmentation, gamification, and more.
Posted: 18 Aug 2017 | Published: 18 Aug 2017

NICE Systems, Inc

Fast Track your Contact Center Quality Assurance Program with the Cloud
sponsored by NICE Systems, Inc
WHITE PAPER: Your contact center's quality assurance isn't a box to be checked – it's a mandate. But a robust quality management process is necessary to deliver a great customer experience. Enter: The cloud. Learn 6 reasons why you should consider moving your quality management to the cloud.
Posted: 17 Aug 2017 | Published: 17 Aug 2017

NICE Systems, Inc

Harness the Power of the Cloud to Engage Your Customers, Employees and Business
sponsored by NICE Systems, Inc
WHITE PAPER: Discover how to use a cloud-based workforce management (WFM) platform to simplify, automate, and scale your contact center's WFM infrastructure and operations.
Posted: 17 Aug 2017 | Published: 17 Aug 2017

NICE Systems, Inc
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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 … 
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