SYSTEM UND VERFAHREN ZUR BEREITSTELLUNG EINER NACHRICHTENGESTÜTZTEN KOMMUNIKATIONSINFRASTRUKTUR FÜR EINEN AUTOMATISIERTEN ANRUFZENTRALENBETRIEB

摘要

A computer-implemented system and method for simultaneously processing multiple call sessions is provided. Multiple call sessions assigned to an agent are monitored. Content of each call session is displayed to the agent on an agent console. A script selected by the agent is identified and provided as synthesized speech to a caller of one of the call sessions. A verbal conversation between the agent and a caller of another one of the call sessions is simultaneously monitored while the script is provided to the caller.