Poster Title:

XML-Based Multimodal Interaction Framework for Contact Center Applications

Authors:

• Nikolay Anisimov (Genesys Telecommunication Labs)
• Brian Galvin (Genesys Telecommunication Labs)
• Herbert Ristock (Genesys Telecommunication Labs)

Abstract:

In this paper, we consider a way to represent contact center applications as a set of multiple XML documents written in different markups including VoiceXML and CCXML. Applications can comprise a dialog with IVR, call routing and agent scripting functionalities. We also consider ways how such applications can be executed in run-time contact center environment.