cross-media queuing

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.
• 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 that system administrators can use to establish business rules for routing media configure and manage queuing features.
• A statistics and reporting module that records and reports upon the flow of communication as well as system performance.

Read more about cross-media queuing: - This Intel white paper explores the roll of cross-media queuing in the next-generation call center. - SearchCRM.com offers a call center topic center with relevant news, white papers, webcasts and expert advice. - SearchCRM.com's Ask the Expert: Why is the utility industry standard for first call resolution less than three days? - This article from Computing, "Convergence is making contact," discusses the growing use of multiple communication channels in call and contact centers.

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