Method, system and apparatus for visual programming of interaction workflows for omni-channel customer contact centers with integrated customer relationship management

A method for visually programming a browser-enabled device to create a plurality of executable interaction workflows for presentation of information and appropriate workspaces a browser-enabled workspace of a live-agent, wherein at least one of such executable interaction workflows presents and enables modification of customer relationship management (CRM) data from a CRM database, using a processor, a browser, a local memory, a display, and a remote memory storing a plurality of activities, comprising:

• using the processor to launch the browser to facilitate communications between the processor and the remote memory;
• using the processor to present a visual programming environment on the display;
• using the processor to load CRM integration data from the CRM database into the local memory;
• using the processor and the browser and the remote memory to provide the plurality of activities for selection within the visual programming environment;
• wherein each of the plurality of activities is a software object that is stored in the remote memory and linked to a displayable visual symbol within the visual programming environment;
• wherein each of said plurality of activities further comprises software for performing at least one task in conjunction with a host system for the browser-enabled workspace of the live-agent, comprising:
• gathering information, handling information, handling an interrupt, executing decisional logic, presenting a workspace or presenting a screen pop on a browser-enabled display for a live-agent;
• wherein at least one of the plurality of activities is linked to a listener, said listener comprising software code for collecting information from a contact center system component and then passing that collected information to the respective linked activity for handling information;
• selecting a plurality of visual symbols of one or more of the plurality of activities;
• dragging and dropping the selected plurality of visual symbols of one or more of the plurality of activities within the visual programming environment, thereby creating a visual representation of an executable interaction workflow for use by the live-agent;
• and
• using the processor and the browser to save said executable interaction workflow in the remote memory.