METHOD, SYSTEM AND APPARATUS FOR VISUAL PROGRAMMING OF INTERACTION WORKFLOWS FOR OMNI-CHANNEL CUSTOMER CONTACT CENTERS WITH INTEGRATED CUSTOMER RELATIONSHIP MANAGEMENT

摘要

A method, apparatus and system for achieving visual programming of interaction workflows for customer contact centers which eliminates the need for skilled computer telephony interaction programmers to program the screen pops and workflows that are presented to live-agent customer service representatives in a contact center. Further, the disclosed method and apparatus enables integration of contact information from omni-channel systems, as well as customer relationship management (“CRM”) data, data collected from interactive voice response (“IVR”) systems, and data pulled from third-party databases, into the screen pops and workflows in a way that is agnostic as to the type or protocol of the PBX switch, the IVR system and the CRM system utilized by a particular call center, by facilitating a level of abstraction and data flow between and among these components.

主权项

1. A method for visually programming a computer to create executable interaction workflows for presentation of information and appropriate workspaces to a live-agent in a contact center environment, using a processor, a computer display and a memory storing a plurality of activities, comprising:
using the processor to present a visual programming environment on the computer display; using the processor and the memory to provide the plurality of activities for selection within the visual programming environment; wherein each of the plurality of activities is a software object that is stored in the memory and linked to a displayable visual symbol within the visual programming environment; wherein each of said plurality of activities further comprises software for performing at least one task in conjunction with a host system for the contact center, comprising: gathering information, handling information, handling an interrupt, executing decisional logic, presenting a workspace or presenting a screen pop on a computer display for a live-agent; wherein at least one of the plurality of activities is linked to a listener, said listener comprising software code for collecting information from a contact center system component and then passing that collected information to the respective linked activity for handling information; selecting a plurality of visual symbols of one or more of the plurality of activities; dragging and dropping the selected plurality of visual symbols of one or more of the plurality of activities within the visual programming environment, thereby creating a visual representation of an executable interaction workflow for use by a live-agent in a contact center; and saving said executable interaction workflow in the memory.