“ A type of communications service that enables you to create a private chat room with another individual. Typically, the instant messaging system alerts you whenever somebody on your private list is online. You can then initiate a chat session with that particular individual.”
“ Web contact center software was designed expressly for answering questions and providing live, interactive customer service on very high-traffic ecommerce sites . . . The software is based on the call center model, so it queues and routes Web calls to the next available agent (or librarian).”
Source: Coffman, Steve, “Distance Education and Virtual Reference…”, Computers in Libraries , vol. 21, no. 4.