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2007
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XML-based multimodal interaction framework for contact center applications

9 years 11 months ago
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.
Nikolay Anisimov, Brian Galvin, Herbert Ristock
Added 21 Nov 2009
Updated 21 Nov 2009
Type Conference
Year 2007
Where WWW
Authors Nikolay Anisimov, Brian Galvin, Herbert Ristock
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