Multimedia customer care center having a layered control architecture
US6978247B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jun 7, 2000 |
| Grant date | Dec 20, 2005 |
| Priority date | — |
| Expiry date | Aug 21, 2022 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/103
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
The architecture of a multimedia customer care center (100) is divided into three separate application layers: a contact layer (104), a communications layer (106) and a business layer (108). The contact layer comprises media-specific handlers (200–212) that manage their media-specific resources, connect customer contacts to resources (220) and report events, including status to the communications layer. The communication includes media-independent software (106) that manages shared resources, that tracks, accumulates, and reports events reported by the contact layer, and that directs handling of events by the contact layer according to business information. The business layer includes software (108) that provides an interface to the customer contact center for the business that is served by the center. It manages business services by supplying business information that defines the services and business goals to the communications layer, and generates reports from information accumulated by the communications layer. It effects scheduling and adherence tracking of resources. It also provides workflow control capability or interfaces to pre-existing workflow systems.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.