发明名称 |
Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions |
摘要 |
A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer for managing media contact with the agents and knowledge workers. The workflow layer captures each transaction, prepares a text version of at least a portion of each non-text transaction, and extracts knowledge from the text transaction or text version of a non-text transaction to be stored in a knowledge base for later use in routing and other management functions. All transactions, text versions, and extracted knowledge is related in storage for future analysis and use.
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申请公布号 |
US6108711(A) |
申请公布日期 |
2000.08.22 |
申请号 |
US19980151564 |
申请日期 |
1998.09.11 |
申请人 |
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. |
发明人 |
BECK, CHRISTOPHER CLEMMETT MACLEOD;BERKE, JONATHAN MICHAEL;JOHNSTONE, JOEL A.;MITCHELL, ROBIN MARIE;POWERS, JAMES KARL;SIDELL, MARK FRANKLIN;KNUFF, CHARLES DAZLER |
分类号 |
G06F9/46;G06Q10/00;H04L29/06;H04L29/08;H04M3/00;H04M3/22;H04M3/42;H04M3/493;H04M3/51;H04M11/00;(IPC1-7):G06F15/173 |
主分类号 |
G06F9/46 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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