Castcom Strengthens Interactive Solution.Castcom AB launched version 2.0 of its contact center solution, Castcom Contact, designed to enable improved customer service via the Internet and to handle both traditional and Internet telephony Another term for IP telephony and VoIP. In the late 1990s, some people made a distinction between Internet Telephony and VoIP: Internet telephony referred to voice over the public Internet, while VoIP referred to voice over private IP networks. . The system provides uniform queue-management for all types of contacts: telephony Meaning "sound over distance," it refers to electronically transmitting the human voice. In the beginning, telephony dealt only with analog signals in the circuit-switched networks of the telephone companies. , chat, e-mail, co-browsing and video. Both phone calls and Internet-based contacts are handled in a joint queue Pronounced "Q." A temporary holding place for data. See queuing, message queue and print queue. (programming) queue - A first-in first-out data structure used to sequence objects. Objects are added to the tail of the queue ("enqueued") and taken off the head ("dequeued"). and automatically distributed to the correct administrator in customer services. Enhancements include: enterprisewide communications for customer interactions; callback An authentication technique that calls the sender back. After connection is made, the receiving side breaks the connection and calls the sender to ensure that the logon was made from the authorized computer. Callback prevents a stolen ID and password from being used on a different machine. functionality allied with the Castcom Contact co-browsing application; improved, customizable reporting tools for analyzing customer information and contact center operations (traffic details for all channels, agent volumes, etc.); and increased report categories. |
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