Cross channel contact history management

摘要

Apparatus and methods for providing customer interaction information to a business channel. The apparatus and methods may involve receiving from a first business channel a first customer interaction data structure corresponding to a customer interaction, storing a data object corresponding to the first customer interaction data structure; and providing to a second business channel formatting information corresponding to the first customer interaction data structure. The first and second business channels may thus use independent data structures for storing their customer interaction information in a centralized database. The first and second data structures may view the other's data structures using formatting from the other channel.