Genesys Telecommunications Laboratories, Inc.

Joseph Vincent Monza

David H Anderson

Alan Wayne McCord

An object-oriented system for managing multiple media types in a communication center environment has a multimedia queuing system, a processor for processing events in the queue, an interaction server for selecting media type or event types, a resource manager for reporting availability of a resource access point, and a data store for storing client information about media types available to the client and historical information about success of past use of those media types. In a preferred application, the system processes and routes incoming events of known media type to access points defined as systems or agents based in part on media channel availability of the access point, and wherein the system selects a media channel or channels for certain events in queue that are not pre-dedicated as specific media type events but are generated outbound or internal proactive contact events. For proactive contact events, the system automatically selects a media channel for each event based on a combination of set preferences and predictions based on historical channel information relating to success channel connections to that client.

Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment

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Cary, NC, United States of America

Joseph Vincent Monza