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Title:
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COMPREHENSIVE XML FOR CONTACT CENTER |
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Author(s):
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Nikolay Anisimov , Brian Galvin , Herbert Ristock |
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ISBN:
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972-8924-19-4 |
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Editors:
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Pedro Isaías, Miguel Baptista Nunes and Inmaculada J. Martínez |
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Year:
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2006 |
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Edition:
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V II, 2 |
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Keywords:
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Call center, contact center application, VoiceXML, Call Control XML, organizational structure, routing. |
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Type:
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Short Paper |
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First Page:
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294 |
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Last Page:
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299 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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W3C languages, VoiceXML and CCXML all play an important role in contact centers (CC) by simplifying the creation of CC applications. However, they cover only a subset of contact center functions, such as simple call control and interactive voice response (IVR) with automatic speech recognition. We discuss ways to complement VoiceXML and CCXML in order to cover all necessary contact center functions required to script end-to-end interactions in a consistent and seamless way. For this purpose we introduce an XML forms-based framework called XContact comprising the CC platform and applications, multi-script and multi-browsing, and interaction data processing. |
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