Enterprise entity for use in a call center

摘要

A call center application program allows a call center administrator to access, view, and edit data across multiple applications used by multiple customer interaction systems of the call center. The application program is adapted to retrieve data from a plurality of different applications and systems, consolidate redundant data, and display the data to a user, enabling a single unified view of resources across call center applications. Changes can be made to the data application program, which in turn propagates the changes to the individual call center applications, eliminating the need for the user to manually change the data in each individual application.

主权项

1. A method of controlling a plurality of different independent customer interaction system resources comprising enterprise agents and employees, and applications, for providing customer interaction services within an enterprise, said method comprising:
retrieving by a computer first retrieved data of a first object from a second application using a first application different than the second application, the first object implementing a resource of the plurality of system resources the first retrieved data relating to the resource and to a specific data type of the first application as defined by user-modifiable rules of the first application; retrieving second retrieved data of a second object from a third application different from the first and second applications using the first application, the second object implementing the resource and not accessible by the second application, the second retrieved data relating to the resource and to the specific data type of the first application as defined by user-modifiable rules of the first application; and creating a common data item representative of both the first retrieved data and the second retrieved data, wherein the common data item relates to the resource and is the specific data type of the first application and can be retrieved by the first application without using the second and third applications, the first application configured to recognize data fields in the second and third applications that are related to a single data field of the first application and to consolidate the recognized data fields into a single common field to prevent unnecessary multiple data fields, the first application configured to recognize that the specific data type of the first application is related to the first retrieved data of the second application, and the first application automatically disassociating itself from any system that is removed from the enterprise by automatically stopping sending data and stopping attempting to retrieve data from any application associated with the system removed in response to removal of the system removed.