Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface
作者： Christopher Clemmett Macleod Beck , Joel A Johnstone , Robin Marie Mitchell , James Karl Powers , Mark Franklin Sidell
DOI:
关键词:
摘要: In a multimedia call center (MMCC) operating through an system, client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history the MMCC. A connected presented by selective media function which may select type interaction help, MMCC will then re-contact selected media. The client, example, IP or COST telephony, place number address listed interactivity be interactive voice response unit. Help specific in client's according ongoing also monitor activity make reports available various persons.
google.co.za 参考文章(26)
Yuri Shtivelman, Method and apparatus for summarizing previous threads in a communication-center chat session ,(2001)
Alec Miloslavsky, Integrated communication center functionality for WAP devices ,(2000)
Jonathan Michael Berke, Charles Dazler Knuff, Christopher Clemmett Macleod Beck, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Method and apparatus for selectively presenting media-options to clients of a multimedia call center ,(1999)
Brad R. Degrazia, Phillip A. Escobar, Telecommunication management system and user interface ,(1996)
Mehmet Reha Civanlar, Peter H. Stuntebeck, Robert Edward Markowitz, Robert F. Mortenson, Kenneth H. Rosen, Carlos Alberto Perea, Sanjay Agraharam, Ashok K. Kuthyar, Ram S. Ramamurthy, Barin Geoffry Haskell, Multimedia information service access ,(1997)
Jonathan Michael Berke, Charles Dazler Knuff, Mark Franklin Sidell, Christopher Clemmett Macleod Beck, Joel A. Johnstone, Robin Marie Mitchell, James Karl Powers, Method and apparatus for supporting diverse interaction paths within a multimedia communication center ,(1999)
Jonathan Michael Berke, Charles Dazler Knuff, Christopher Clemmett Macleod Beck, Joel A. Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center ,(2000)
Sergey Fedorov, Oleg Bondarenko, Method and apparatus for enabling full interactive monitoring of calls to and from a call-in center ,(1999)
Jonathan Michael Berke, Charles Dazler Knuff, Mark Franklin Sidell, Christopher Clemmett Macleod Beck, Joel A. Johnstone, Robin Marie Mitchell, James Karl Powers, Method and apparatus for creating specialized multimedia threads in a multimedia communication center ,(1999)