Method For Routing Transactions Between Internal And External Partners In A Communication Center

摘要

In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.

主权项

1. An operating system for managing transactions between internal and external transaction partners in a communication center, comprising;
an external media layer for managing media contact between the external transaction partners and the communication center; a workflow layer for processing transactions and routing media events between the transaction partners; an internal media layer for managing media contact between the internal transaction partners; and a data store for storing extracted knowledge from transactions and relationships between transactions; wherein the workflow layer captures at least one transaction, prepares and stores a text version of at least a portion of the transaction, associates the text version with the transaction, mines the text versions for knowledge which is stored in the data store, and uses the extracted knowledge at least for routing media events between transaction partners.