XML-based multimodal interaction framework for contact center applications

In this paper, we consider a way to represent contact center applications as a set of multiple XML documents written in different markups including VoiceXML and CCXML. Applications can comprise a dialog with IVR, call routing and agent scripting functionalities. We also consider ways how such applications can be executed in run-time contact center environment. Categories and Subject Descriptors H.5.1 [Information Interfaces and Presentation]: Multimedia Information Systems - Audio input/output, hypertext navigation and maps. H.5.3 [Information Interfaces and Presentation]: Group and Organization Interfaces - Web-based Interaction. General Terms Documentation, Standardization, Languages. Keywords Call center, contact center application, VoiceXML, Call Control XML, call routing, agent scripting.

• Type: Conference
• Year: 2007
• Where: WWW
• Authors: Nikolay Anisimov, Brian Galvin, Herbert Ristock
• Keywords: Agent Scripting Functionalities, Call Control XML, Internet Technology, Keywords Call Center, WWW 2007