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Software >
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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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11 Matches
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Apply the power of CRM to build customer loyalty
sponsored by Infor CRM
EGUIDE:
This tip guide comes straight from Paul R. Timm's book, 'Technology and Customer Service: Profitable Relationship Building.' Read on to learn how to utilize today's technologies for enhancing customer relationship management (CRM) strategies.
Posted: 08 Feb 2012 | Published: 08 Feb 2012
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The Inner Circle Guide to Speech Analytics
sponsored by Calabrio, Inc.
WHITE PAPER:
Read this comprehensive paper to gain valuable information for getting the most out of a speech analytics system.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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Can Your Center Keep Up with the Changes? Manage the Avalanche of Complexity and Still Control Costs
sponsored by Calabrio, Inc.
WHITE PAPER:
Read this white paper to learn more about the future changes with contact centers and the best ways to prepare your organization for these changes.
Posted: 31 Jan 2012 | Published: 31 Jan 2012
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Making WFM Work: Best Practices and ROI Model
sponsored by Calabrio, Inc.
WHITE PAPER:
There has been tremendous innovation in contact center workforce management (WFM) over the past three years, with new vendors and offerings entering the scene. Find out how the new generation of WFM solutions are easier to use, improve agent satisfaction, enhance customer experience and cut costs.
Posted: 31 Jan 2012 | Published: 31 Jan 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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Call Center Workforce Management Software Best Practices
sponsored by Infor WFM Workbrain
EGUIDE:
The market for workforce management (WFM) software in the contact center saw double-digit growth last year, but the technology still needs work, according to experts. In this e-guide you’ll explore the pros and cons of WFM.
Posted: 09 Jan 2012 | Published: 09 Jan 2012
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Global Instant Remote Support for Multi-Agent Teams
sponsored by NTR Global
TRIAL SOFTWARE:
Support Ultimate’s allows MSPs and high-volume customer call centers to quickly and efficiently handle end-user requests across multiple platforms globally. Find out how this software can solve problems in real-time and increase customer satisfaction with a robust diagnostic and troubleshooting toolkit.
Posted: 17 Nov 2011 | Premiered: 17 Nov 2011
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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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