Management system for a contact center
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United States of America Patent
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Feb 4, 2014
Grant Date -
May 6, 2004
app pub date -
Jan 8, 2002
filing date -
Jan 8, 2001
priority date (Note) -
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status (Latency Note)
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Abstract
An application management system, including a learning robot/learning agent adapted to generate control data (eg automation script) by monitoring interactions (404,406) between a customer service application (CSA) and a user of the application and an execution robot for sending application data to the application on the basis of the control data, is described. A contact center management system whose components are configurable by a contact center administrator is also described. A relationship management system that manages a relationship between a business requiring a contact center and a customer service representative broker is also described.
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