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XML-based multimodal interaction framework for contact center applications

Published: 08 May 2007 Publication History

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.

References

[1]
Anisimov N., Galvin B., Ristock H. XML-based Framework for Contact Center Applications. In: Filipe J. et al (Eds). Proc. of 3rd Int. Conf. on Web Information Systems and Technologies (WEBIST 2007), Barcelona, Spain, 3-6 March, 2007. Vol. 1, 443--450.
[2]
CCXML. Voice Browser Call Control: Version 1.0. W3C Working Draft, June 29, 2005. http://www.w3.org/voice/
[3]
Gans N., Koole G., Mandelbaum A. Telephone Call Centers: Tutorial, Review and Research Prospects, Manufacturing and Service Operations Management, 2003, vol.5, no.2, 79--141
[4]
Multimodal Architecture and Interfaces. W3C Working Draft, December 11, 2006. http://www.w3.org/TR/2006/WD-mmi-arch-20061211/
[5]
VoiceXML. Voice Extensible Markup Language. Version 2.0. W3C Recommendation, March 16, 2004. http://www.w3.org/voice

Cited By

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  • (2022)Response Sentence Modification Using a Sentence Vector for a Flexible Response Generation of Retrieval-based Dialogue Systems2022 Asia-Pacific Signal and Information Processing Association Annual Summit and Conference (APSIPA ASC)10.23919/APSIPAASC55919.2022.9979841(853-859)Online publication date: 7-Nov-2022
  • (2018)Customised Data Dashboard for Contact Centres by Focussing on Customer Identification2018 IEEE 15th International Conference on e-Business Engineering (ICEBE)10.1109/ICEBE.2018.00032(153-157)Online publication date: Oct-2018

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  1. XML-based multimodal interaction framework for contact center applications

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    Published In

    cover image ACM Conferences
    WWW '07: Proceedings of the 16th international conference on World Wide Web
    May 2007
    1382 pages
    ISBN:9781595936547
    DOI:10.1145/1242572
    Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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    Association for Computing Machinery

    New York, NY, United States

    Publication History

    Published: 08 May 2007

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    Author Tags

    1. VoiceXML
    2. agent scripting
    3. call center
    4. call control XML
    5. call routing
    6. contact center

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    WWW'07
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    WWW'07: 16th International World Wide Web Conference
    May 8 - 12, 2007
    Alberta, Banff, Canada

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    Overall Acceptance Rate 1,899 of 8,196 submissions, 23%

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    View all
    • (2022)Response Sentence Modification Using a Sentence Vector for a Flexible Response Generation of Retrieval-based Dialogue Systems2022 Asia-Pacific Signal and Information Processing Association Annual Summit and Conference (APSIPA ASC)10.23919/APSIPAASC55919.2022.9979841(853-859)Online publication date: 7-Nov-2022
    • (2018)Customised Data Dashboard for Contact Centres by Focussing on Customer Identification2018 IEEE 15th International Conference on e-Business Engineering (ICEBE)10.1109/ICEBE.2018.00032(153-157)Online publication date: Oct-2018

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