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. A method for managing and routing multimedia transactions between internal and external transaction partners in a communication center, comprising;
(a) receiving, from an external transaction partner, a multi-media transaction having voice data included in any one of video mail, IP calls, COST voice calls, and voice mails at the communication center; (b) preparing and storing a text version of at least a portion of the voice data of the multi-media transaction; (c) extracting knowledge from the stored text version of step (b); and (d) routing at least a notification of the received multi-media transaction along with the stored text version to one or both of the transaction partners based on the extracted knowledge.