METHOD AND APPARATUS FOR PROVIDING MEDIA-INDEPENDENT SELF-HELP MODULES WITHIN A MULTIMEDIA COMMUNICATION-CENTER CUSTOMER INTERFACE

摘要

In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard (137) 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 selectiv e media function through which the client may select a media type for interaction and help, and the MMCC will then recontact the client through th e selected media. The client, for example, may select IP or COST telephony (139), and the MMCC will place a call to the client to a number or IP addres s (139) 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.