Christopher Clemmett Macleod Beck

TL;DR: In this paper, a campaign module in a multimedia call center (MMCC) has programmable dynamic campaign module (DCM 349) for facilitating and monitoring outbound campaigns, which comprises an interaction-level monitoring function (367) for monitoring interaction level of the MMCC according to programmed criteria, and comparing the real-time level with preset threshold, a search and retrieve function (363) for searching a data repository storing records of interactions and retrieving interaction data for specific interactions according to programming criteria, a scripting function for selecting agents of theMMCC for participating in a campaign, and

TL;DR: In this article, a programmable diverse interaction code module (DIM) is used in an enterprise-hosted multimedia call center (MMCC) for facilitating and monitoring diverse interactions between parties including customers and business associates communicating through the MMCC.

TL;DR: In this article, a self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the multimedia call center (MMCC), where a connected client is presented by the wizard with a selective media function through which the client may select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media.

TL;DR: In this article, a customer interaction network operating system for managing interactions in a multimedia communication center has an external media layer for managing media contact between customers and the communication center, a workflow layer for processing customer interactions and routing events to enterprise agents and knowledge workers; and an internal media layer is used to manage media contact with the agents.

TL;DR: In this paper, a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least stored data in the data repository, a search function (265) that searches accessed data for association criteria and notes those data entities that meet the association criteria; and a display function (269) that displays at least indicators of data entities meeting the associations.