| 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 (third-party call center service provider) and obtaining media-specific information relating to the communications session, and a search engine (200) for performing a search in relation to the obtained media-specific information (e. g., telephone number, email address,...), 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 (e. g. emails exchanged, web pages, word processing documents or links thereto). The apparatus allows for cirvumventing the requirement of implementing specific APIs to each individual company's CRM database at the third party call-center. |
