METHOD AND APPARATUS FOR USING A SEARCH ENGINE ADVANTAGEOUSLY WITHIN A CONTACT CENTER SYSTEM

摘要

Apparatus for operating a multimedia contact center, comprising a multimedia contact center system for handling communications sessions between an organization and its customers and obtaining media-specific information relating to the communications session, and a search engine for performing a search in relation to the obtained media-specific information, wherein the multimedia contact center system is configured to use the results from the search in handling the communications session, wherein the results may include heterogeneous material not primarily intended for session handling purposes.

主权项

1. A method of operating a multimedia contact center, the method comprising the steps of:
(a) initiating or receiving a communications session in one of a plurality of communications media; (b) obtaining media-specific information relating to the communications session; (c) sending a plain text search request by the computer-telephony system to a non-relational search engine to perform a search based at least on the media-specific information; (d) performing a search with the search engine in relation to the obtained media-specific information; (e) receiving a set of ranked search results from the non-relational search engine, the set of search results ranked by the search engine by a search engine ranking algorithm; and (f) using the ranked set of results from the search engine to route the communications session to a contact center agent and to determine an advertisement to be delivered via the communications session to at least one participant of the communications session.