Call Center and Contact Center (Suscribirme)
Enlaces
Web-Enabled Voice Over IP Call Center: An Open Source Based Implementation
http://www.recursosvoip.com/docs/english/Web-enabledVoiceoverIPCallCenter.pdf
Fuente: University of Mannheim
Formato: PDF
This paper describes the concept and open source based implementation for combining Internet commerce solutions and World-Wide Web access to information (e.g., Internet and telephone banking) with a voice call button that allows immediate access to a call center agent from any PC over a single network connection via voice over IP. A special strength of this integrated solution is that it is context sensitive. Hence, it allows a kind of collaborative browsing where customer and agent work synchronously with the same document. This is called as a "Web-enabled voice over IP call center".
Formato: PDF
This paper describes the concept and open source based implementation for combining Internet commerce solutions and World-Wide Web access to information (e.g., Internet and telephone banking) with a voice call button that allows immediate access to a call center agent from any PC over a single network connection via voice over IP. A special strength of this integrated solution is that it is context sensitive. Hence, it allows a kind of collaborative browsing where customer and agent work synchronously with the same document. This is called as a "Web-enabled voice over IP call center".
