Dialogue Manager

The Dialogue Manager handles text-based dialogues. It is the central component that communicates between the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. and the various Dialogue Providers.

Current Dialogue Providers:

• Text Handler (Emails)

• CM Dialogue Provider (WhatsApp)

• WebChat Dialogue Provider