METHOD, SYSTEM AND APPARATUS FOR PROCESSING INFORMATION IN A MULTIMEDIA CONTACT CENTER

摘要

A method for processing information in a multimedia contact center is provided, which includes: storing service information corresponding to client contact information and service rule information corresponding to the service information; matching the acquired client contact information as the service information according to the stored corresponding relationship, and matching the service information as a service rule, and compiling the matched service rule to generate a service rule execution script, executing the service rule according to the service rule execution script, and obtaining the execution result of the service rule. A system and a server for processing information in a multimedia contact center are provided. The invention performs uniform processing for the same information sent from different channels, ensures the coherence of processing result, and allows convenient sharing of information between the different channels and the same channels based on the preservation of historical information of the client contact and the service rule.