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| Nov 25, 2009 |
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Software >
Applications Software >
Enterprise Applications 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. According to a white paper by Intel, a cross-media queuing application needs five components: A queue engine to act as a
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Definition continues below.
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Call Center Software Reports
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8 Matches
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Midmark Aims for Excellence with Efficient Products and Support
sponsored by LogMeIn, Inc.
CASE STUDY:
Find out how healthcare equipment and diagnostic product vendor, Midmark, uses LogMeIn Rescue to give helpdesk support to internal and external users, and customers worldwide on their PC's, Macs and smartphones.
Posted: 16 Sep 2009 | Published: 16 Sep 2009
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Giving Nurses More Time to Care
sponsored by LogMeIn, Inc.
CASE STUDY:
The IT team at Palm Valley Health Care needed to provide technical support to their 200 field nurses and wide-spread administrative staff throughout South Texas. Find out why they chose LogMeIn Rescue to solve 9 out of 10 support issues remotely.
Posted: 16 Sep 2009 | Published: 16 Sep 2009
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The Leader in On-Demand Call Centers: Five9 Product Overview
sponsored by Five9
PRODUCT OVERVIEW:
Five9 is the leader in on-demand call center products. Watch this overview to learn about all the products Five9 has to offer to help improve your call center operations and learn just how easy it is to use the many products available from Five9.
Posted: 11 Sep 2009 | Published: 11 Sep 2009
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Award-Winning VoIP Provider Deploys Five9 in Profit Centers to Launch Marketing Campaigns
sponsored by Five9
CASE STUDY:
Read case study to learn how Vonage selected the Five9 Virtual Call Center Suite to launch an ambitious campaign to win back over 70,000 customers. Read on to learn how Five9 Virtual Call Center Suite offers superior-quality VoIP, predictive dialer, inbound call capabilities, comprehensive management and customer tracking tools, and more.
Posted: 10 Sep 2009 | Published: 10 Sep 2009
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VoIP and Lower TCO Will Drive Adoption of Hosted On-Demand Contact Centers
sponsored by Five9
WHITE PAPER:
Read this paper to learn how organizations that have selected a hosted contact center solution have minimized or even eliminated the cost of their IT or telecom support departments. Keep reading to learn what the benefits a hosted contact center solution can have for your company.
Posted: 10 Sep 2009 | Published: 10 Sep 2009
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Leading Auto Repair Services Provider Boosts Efficiency with Easy-to-Use CRM Solution
sponsored by Microsoft
CASE STUDY:
After evaluating several customer relationship management solutions, including Salesforce.com, the company replaced NetSuite CRM with Microsoft Dynamics® CRM. Using Microsoft Dynamics CRM, the company cut call times in its customer support call center by 30%, reduced agent training time by 25 percent, and strengthened its growth capacity.
Posted: 25 Aug 2009 | Published: 25 Aug 2009
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Still Struggling to Reduce Call Center Costs without Losing Customers?
sponsored by SAP America Inc
WHITE PAPER:
Efficient call centers that also meet customer expectations is a challenge that many organizations face. Discover the key steps to turning your call center into a strategic asset.
Posted: 01 Feb 2008 | Published: 01 Feb 2008
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Empowerment as a Growth Strategy
sponsored by Oracle Corporation
WHITE PAPER:
Companies are using technology and other tools to help employees deliver an organization's best collective thinking during each customer interaction. Among them is Hewlett-Packard (HP), which we will feature in this paper. We will also explain why empowering your key customer-facing employees is the new path to achieving extraordinary results.
Posted: 26 Sep 2007 | Published: 26 Sep 2007
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CALL CENTER SOFTWARE DEFINITION (continued): … 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 application modules to enable automatic management of customer queries as they arrive at the desktops call center agents. The modules could be modified or built by system developers to be integrated into specific desktop applications. Configuration and administration modules … |
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