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Poster Papers

Track: XML

Paper 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.

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