In a multimedia call center (MMCC) operating through an operating system, a client-specific
self-help wizard is provided for active clients and updated periodically with information
related to client transaction history with the MMCC. A connected client is presented
by the wizard with a selective media function through which the client may a select
a media type for interaction and help, and the MMCC will then re-contact the client
through the selected media. The client, for example, may select IP or COST telephony,
and the MMCC will place a call to the client to a number or IP address listed for
the client, and interactivity will then be through an interactive voice response
unit. Help information specific to a client is updated in the client's wizard periodically
according to ongoing transaction history with the MMCC. The wizard may also monitor
client activity with the wizard and make reports available to various persons.
