摘要 |
<p>A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer (83) for managing media contact between customers and the communication center, a workflow layer (85) for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer (87) 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.</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 |