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    METHOD AND APPARATUS FOR USING A SEARCH ENGINE WITHIN A CONTACT CENTER SYSTEM
    52.
    发明申请
    METHOD AND APPARATUS FOR USING A SEARCH ENGINE WITHIN A CONTACT CENTER SYSTEM 审中-公开
    在联络中心系统中使用搜索引擎的方法和装置

    公开(公告)号：WO2013034897A1

    公开(公告)日：2013-03-14

    申请号：PCT/GB2012/052167

    申请日：2012-09-04

    Applicant: NEWVOICEMEDIA LIMITED ,  PICKERING, Richard B

    Inventor： PICKERING, Richard B

    IPC: G06F17/30 ,  H04M3/51

    CPC classification number: H04M3/5191 ,  G06F17/30528 ,  G06F17/3053 ,  G06F17/30864 ,  G06F17/30867 ,  G06Q10/10 ,  G06Q30/00 ,  G06Q30/016 ,  G06Q30/0256 ,  H04M3/42068 ,  H04M3/4878 ,  H04M3/5141 ,  H04M3/5183 ,  H04M2203/407

    Abstract: Apparatus for operating a multimedia contact center, comprising a multimedia contact center system for handling communications sessions between an organization and its customers (third-party call center service provider) and obtaining media-specific information relating to the communications session, and a search engine (200) for performing a search in relation to the obtained media-specific information (e. g., telephone number, email address,...), wherein the multimedia contact center system is configured to use the results from the search in handling the communications session, wherein the results may include heterogeneous material not primarily intended for session handling purposes (e. g. emails exchanged, web pages, word processing documents or links thereto). The apparatus allows for cirvumventing the requirement of implementing specific APIs to each individual company's CRM database at the third party call-center.

    Abstract translation: 一种用于操作多媒体联络中心的设备，包括用于处理组织与其客户之间的通信会话的多媒体联络中心系统（第三方呼叫中心服务提供商）以及获取与该通信会话相关的媒体专用信息，以及搜索引擎 200），用于执行关于所获得的媒体专用信息（例如，电话号码，电子邮件地址，...）的搜索，其中所述多媒体联络中心系统被配置为在处理通信会话时使用来自搜索的结果， 其中结果可以包括不主要用于会话处理目的的异构材料（例如，交换的电子邮件，网页，文字处理文档或其链接）。 该设备允许在第三方呼叫中心向每个公司的CRM数据库提供实施特定API的要求。

    NETWORKED CONTACT CENTER
    54.
    发明申请
    NETWORKED CONTACT CENTER 审中-公开
    网络联络中心

    公开(公告)号：WO2010025110A1

    公开(公告)日：2010-03-04

    申请号：PCT/US2009/054780

    申请日：2009-08-24

    Applicant: CONTACTUAL, INC. ,  SOUTHWICK, Richard ,  TOWNSEND, Robert ,  SALAME, Mansour

    Inventor： SOUTHWICK, Richard ,  TOWNSEND, Robert ,  SALAME, Mansour

    IPC: H04M3/00

    CPC classification number: H04M3/5191 ,  G06F17/30864 ,  H04M3/5141

    Abstract: This document discusses, among other things, a networked contact center that includes multiple platforms to host multiple tenants. Example embodiments include receiving a message associated with one of the tenants and identifying one or more of the platforms associated with the message. For some example embodiments, the networked contact center may allow the platform to access a data location that is both associated with the tenant and shared by two or more of the multiple tenants.

    Abstract translation: 本文件讨论了包括多个平台来托管多个租户的网络联络中心。 示例性实施例包括接收与租户中的一个相关联的消息并且识别与消息相关联的一个或多个平台。 对于一些示例实施例，联网的联络中心可以允许平台访问与租户相关联并由多个租户中的两个或更多个共享的数据位置。

    多媒体联络中心处理信息的方法、系统及装置
    55.
    发明申请
    多媒体联络中心处理信息的方法、系统及装置 审中-公开

    公开(公告)号：WO2009036661A1

    公开(公告)日：2009-03-26

    申请号：PCT/CN2008/070932

    申请日：2008-05-09

    Applicant: 华为技术有限公司 ,  伍志勇

    Inventor： 伍志勇

    IPC: H04M3/51 ,  H04L12/16

    CPC classification number: H04L51/14 ,  H04M3/51 ,  H04M3/5141

    Abstract: A method for processing information in a multimedia contact center is provided, which includes: storing service information corresponding to client contact information and service rule information corresponding to the service information; matching the acquired client contact information as the service information according to the stored corresponding relationship, and matching the service information as a service rule, and compiling the matched service rule to generate a service rule execution script, executing the service rule according to the service rule execution script, and obtaining the execution result of the service rule. A system and a server for processing information in a multimedia contact center are provided. The invention performs uniform processing for the same information sent from different channels, ensures the coherence of processing result, and allows convenient sharing of information between the different channels and the same channels based on the preservation of historical information of the client contact and the service rule.

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