摘要 |
<p>A programmable diverse interaction code module (DIM) (301) in an enterprise-hosted multimedia call center (MMCC) (17) for facilitating and monitoring diverse interactions between parties including customers and business associates communicating through the MMCC (17) includes a database interface for access to an MMCC data repository and an association facility for associating parties to transactions with agents (31, 33, 35, 37) and projects. The association facility assigns association identifiers to parties according to defined projects and issues, and the database interface stores transactions in the data repository. The database interface stores transactions between parties on threaded strings, the threading associated by one or more of project, issue, and chronology, and the DIM (301) is programmable to apply to a single enterprise project.</p> |
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 |