Dialogue Manager - Overview
The Dialogue Manager handles text-based dialogues. It is the central component that communicates between the 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). A 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 which can receive and/or send text based messages from various Dialogue Partners.
Prerequisites
Licensing prerequisites
A valid WebAgent license for Omnichannel Communication is required. This entitlement may be included in your subscription or provided through PUL11, WebAgent for Omnichannel Communication.
An Enterprise license or higher is required to access these features.
Your subscription may already include the required entitlements. Contact your AnywhereNow representative if you are unsure whether your subscription includes these features.
Dialogue providers
Current Dialogue Providers: