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METHOD, SYSTEM AND APPARATUS FOR VISUAL PROGRAMMING OF INTERACTION WORKFLOWS FOR OMNI-CHANNEL CUSTOMER CONTACT CENTERS WITH INTEGRATED CUSTOMER RELATIONSHIP MANAGEMENT
METHOD, SYSTEM AND APPARATUS FOR VISUAL PROGRAMMING OF INTERACTION WORKFLOWS FOR OMNI-CHANNEL CUSTOMER CONTACT CENTERS WITH INTEGRATED CUSTOMER RELATIONSHIP MANAGEMENT
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机译:具有集成客户关系管理的全渠道客户联系中心交互工作流的可视化编程方法,系统和装置
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摘要
A method, apparatus and system for achieving visual programming of interaction workflows for customer contact centers which eliminates the need for skilled computer telephony interaction programmers to program the screen pops and workflows that are presented to live-agent customer service representatives in a contact center. Further, the disclosed method and apparatus enables integration of contact information from omni-channel systems, as well as customer relationship management (“CRM”) data, data collected from interactive voice response (“IVR”) systems, and data pulled from third-party databases, into the screen pops and workflows in a way that is agnostic as to the type or protocol of the PBX switch, the IVR system and the CRM system utilized by a particular call center, by facilitating a level of abstraction and data flow between and among these components.
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