XML BASED FRAMEWORK FOR CONTACT CENTER APPLICATIONS

Nikolay Anisimov, Brian Galvin, Herbert Ristock

2007

Abstract

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. We also discuss how routing as a key CC capability can be scripted/captured within such framework in order to demonstrate the overall approach.

Paper Citation

in Harvard Style

Anisimov N., Galvin B. and Ristock H. (2007). XML BASED FRAMEWORK FOR CONTACT CENTER APPLICATIONS . In Proceedings of the Third International Conference on Web Information Systems and Technologies - Volume 1: WEBIST, ISBN 978-972-8865-77-1, pages 443-450. DOI: 10.5220/0001288304430450

in Bibtex Style

@conference{webist07,
author={Nikolay Anisimov and Brian Galvin and Herbert Ristock},
title={XML BASED FRAMEWORK FOR CONTACT CENTER APPLICATIONS},
booktitle={Proceedings of the Third International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,},
year={2007},
pages={443-450},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0001288304430450},
isbn={978-972-8865-77-1},
}

in EndNote Style

TY - CONF
JO - Proceedings of the Third International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,
TI - XML BASED FRAMEWORK FOR CONTACT CENTER APPLICATIONS
SN - 978-972-8865-77-1
AU - Anisimov N.
AU - Galvin B.
AU - Ristock H.
PY - 2007
SP - 443
EP - 450
DO - 10.5220/0001288304430450