Method and apparatus for creating specialized multimedia threads

Details Method and apparatus for creating specialized multimedia threads Method and apparatus for creating specialized multimedia threads

1998-10-29

2000-12-26

Coulter, Kenneth R.

Data processing: database and file management or data structures

Database design

Data structure types

G06F 1730

Patent

active

061673951

ABSTRACT:
In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository, a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored data in the data repository, a search function that searches accessed data for association criteria, and notes those data entities that meet the association criteria; and a display function that display at least indicators of data entities meeting the association criteria. The threading application serves as a research toll for mining data repositories of the call center for information pertinent to business goals of the enterprise hosting the call center. IN some embodiments the application is capable of associating transactions occurring real time as well as stored data.

REFERENCES:
patent: 5857184 (1999-01-01), Lynch
patent: 5893912 (1999-04-01), Freund et al.
patent: 6021428 (2000-02-01), Miloslavsky

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