Operating system having external media layer, workflow layer, in

Details Operating system having external media layer, workflow layer, in Operating system having external media layer, workflow layer, in

1998-09-11

2000-08-22

Luu, Le Hien

Electrical computers and digital processing systems: multicomput

Computer-to-computer data routing

Routing data updating

709238, 709224, G06F 15173

Patent

active

061087114

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.

REFERENCES:
patent: 5175800 (1992-12-01), Galis et al.
patent: 5867494 (1999-02-01), Krishnaswamy et al.

Affiliated with

Also associated with

Rating

Operating system having external media layer, workflow layer, in does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Operating system having external media layer, workflow layer, in, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Operating system having external media layer, workflow layer, in will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-593863