Method for managing interaction between partner for processing transaction

Abstract

A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.

Description

technical field

[0001] The present invention relates to the field of telecommunications including all existing classifications of interactive multimedia technologies, and more particularly to a method and apparatus for providing a seamless user / agent interactive network according to existing enterprise rules. Background technique

[0002] In the field of telephony, many technological improvements have been made over the years that facilitate more efficient use of telephony in a carrier call center environment. Most of these improvements have resulted in the integration of telephone and switching systems in such call centers with computer hardware and software especially adapted to better connect telephone calls, deliver telephone calls and related information more quickly and Improve service to satisfy customers. This computer enhanced telephony is known in the art as Computer Telephony Integration (CTI).

[0003] Typically, CTI instances of various designs and purposes ar...

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