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Beck Christopher Clemmett Macl, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: Method and apparatus for creating specialized multimedia threads in a multimedia communication center. Genesys Telecomm Lab, October 17, 2001: EP1145153-A1 (18 worldwide citation)

In a multimedia call center (MMCC) supporting multiple channels and forms of communication and storing call center transactions in a data repository (263), a threading software application has a programming input for a user to enter association criteria, an access function that accesses at least sto ...


2
Beck Christopher Clemmett Macl, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: Method and apparatus for selectively presenting media-options to clients of a multimedia call center. Genesys Telecomm Lab, July 11, 2001: EP1114543-A1 (18 worldwide citation)

In an enterprise-hosted multimedia telecommunications center (17), a client-facing interactive single-media pre-processing interface (61) has an answering facility (59) adapted for greeting and pre-instructing a client making a contact to the pre-processing interface (61), an identifying facility ad ...


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Beck Christopher Clemmett Macl, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: Method and apparatus for rules-based storage and retrieval of multimedia interactions within a communication center. Genesys Telecomm Lab, August 22, 2001: EP1125214-A1 (18 worldwide citation)

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 ...


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Beck Christopher Clemmett Macl, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: Method and apparatus for supporting diverse interaction paths within a multimedia communication center. Genesys Telecomm Lab, September 19, 2001: EP1133736-A1 (18 worldwide citation)

A programmable diverse interaction code module (DIM) (301) in an enterprise-hosted multimedia call center (MMCC) (17) for facilitating and monitoring diverse interactions between parties including customers and business associates communicating through the MMCC (17) includes a database interface for ...


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Beck Christopher Clemmett Macl, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: Rules-based multimedia customer/enterprise interaction-network operating-system. Genesys Telecomm Lab, August 22, 2001: EP1125208-A1 (18 worldwide citation)

A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer (83) for managing media contact between customers and the communication center, a workflow layer (85) for processing customer interactions and routing events to ...


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Beck Christopher Clemmett Macl, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: Method and apparatus for determining and initiating interaction directionality within a multimedia communication center. Genesys Telecomm Lab, September 12, 2001: EP1131728-A1 (18 worldwide citation)

A campaign module in a multimedia call center (MMCC) has programmable dynamic campaign module (DCM 349) for facilitating and monitoring outbound campaigns. The DCM comprises an interaction-level monitoring function (367) for monitoring interaction level of the MMCC according to programmed criteria, ...


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Beck Christopher Clemmett Macl, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: Interface engine for managing business processes within a multimedia communication-center. Genesys Telecomm Lab, September 19, 2001: EP1133677-A2 (18 worldwide citation)

In an operating system (OS) for a multimedia communication center (MMCC), an interactive process module (IPM) for accomplishing a process has a plurality of code sets, each adapted to completion of a specific task in the overall process, an input interface for providing one or more inputs to the IPM ...


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Beck Christopher Clemmett Macleod, Sidell Mark Franklin, Powers James Karl, Mitchell Robin Marie, Berke Jonathan Michael, Johnstone Joel A, Knuff Charles Dazler: Systeme a regles etablies pour la mise en oeuvre en reseau de linteraction multimedia entre clients et entreprise, Rules-based multimedia customer/enterprise interaction-network operating-system. Genesys Telecommunications Laboratories, Genesys Telecommunications Laboratories, ROBIC, March 23, 2000: CA2343288 (18 worldwide citation)

A customer-interaction network operating system for managing interactions in a multimedia communication center has an external media layer (83) for managing media contact between customers and the communication center, a workflow layer (85) for processing customer interactions and routing events to ...


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Beck Christopher Clemmett Macl, Berke Jonathan Michael, Johnstone Joel A, Mitchell Robin Marie, Powers James Karl, Sidell Mark Franklin, Knuff Charles Dazler: A stored-media interface engine providing an abstract record of stored multimedia files within a multimedia communication center. Genesys Telecomm Lab, October 17, 2001: EP1145154-A1 (18 worldwide citation)

An Interaction Object Model (IOM) interface to a data repository includes objects representing files in the data repository; standardized information about each file [255], the information associated in the IOM with each object, and an updating interface [253] communicating with the data repository ...