Abstract: A system and method for self-deploying applications for a contact center. An executable unit is built for deploying an application for the contact center, and the application and logic for provisioning the application are aggregated into the executable unit. The executable unit is then provided for deployment. When the executable unit is run, logic within the executable unit is configured to automatically register the application on the computing environment, discover and resolve services used by the application, and start the application on the computing environment.

Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.

Abstract: A system and method for self-deploying applications for a contact center. An executable unit is built for deploying an application for the contact center, and the application and logic for provisioning the application are aggregated into the executable unit. The executable unit is then provided for deployment. When the executable unit is run, logic within the executable unit is configured to automatically register the application on the computing environment, discover and resolve services used by the application, and start the application on the computing environment.

Abstract: A contact center system for switching a communication event from one communication medium to another in a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: receive a first interaction request via a first media channel from an endpoint device; identify a second media channel different from the first media channel; transmit a signal for reserving a resource associated with the second media channel; and transmit a unique identifier associated with the reservation request to the endpoint device for establishing a second interaction request via the second media channel.

Abstract: A system for recommending a communication medium for interacting with a customer of a contact center, the system includes: a processor; and memory, wherein the memory has stored therein instructions that, when executed by the processor, cause the processor to: detect a first interaction via a first medium with the customer; identify a plurality of communication mediums based on constraints for determining one or more candidate communication mediums that are different from the first medium for a second interaction with the customer; for each communication medium of the candidate communication mediums, estimate an expected value to be obtained by utilizing the communication medium for the second interaction; and select a particular communication medium of the candidate communication mediums based on the estimates for establishing the second interaction via the selected communication medium.

Abstract: The present invention pertains to method for assisting an operator from a call center who must respond to a request for information (200), received by that call center, by means of a standard response stored in a base (306, 310) of standard responses, this base (306, 310) of standard responses being automatically used in order to provide the operator (302) with possible responses to the request for information (200), characterized in that it comprises the following steps: the step of identifying elements representative of the request (200) for information, the step of using the elements representative of the request (200) for information, both to select a preferred response (201) to the request (200) and to identify alternative responses (202, 204, 206) transmitted beforehand by operators with respect to prior requests identified by rep selected elements similar to the represented elements of the request for information, and the step of transmitting to the operator (302) the request for information (200),

Abstract: Specifications written in SDL are translated into specifications written in UML-RT. To do this a file containing the SDL specifications is analyzed and keywords and groups of keywords of interest are marked therein in order to transform them into corresponding and equivalent keywords in UML-RT.