Proceedings of the 16th International Conference on World Wide Web 2007
DOI: 10.1145/1242572.1242845
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XML-based multimodal interaction framework for contact center applications

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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