Operating system having external media layer, workflow layer, internal media layer, and knowledge base for routing media events between transactions
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United States of America Patent
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Aug 22, 2000
Grant Date -
N/A
app pub date -
Sep 11, 1998
filing date -
Sep 11, 1998
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Abstract
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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