MULTIMEDIA CALL CENTER SYSTEM

摘要

PROBLEM TO BE SOLVED: To provide a multimedia call center system by which operators can dynamically be accommodated among different media in the execution of a reception job in various media. SOLUTION: An interface control section 22 acquires different information of interfaces arrived from customers via respective media with respect to at least two realization object servers selected among a CTI server, a web server and a mail server and unifies interfaces for respective sets of the information. Furthermore, a routing control section 24 analyzes the information obtained by unifying the interfaces and an operator control section 26 stores the result of analysis to a common in-box 30 when a manual processing operation is required. Jobs are distributed to operators on the basis of the information extracted from the in-box 30.