US007062505B2
(12)
United States Patent
(10) Patent N0.:
Lane et a].
(45) Date of Patent:
(54)
CONTENT MANAGEMENT SYSTEM FOR THE TELECOMMUNICATIONS INDUSTRY
5,625,767 A 5,788,508 A 5,903,235 A
(75)
Inventors: David P Lane, London (GB); Gregory
5,983,200 A
S Reid, Boxford, MA (US); Timothy Ringo, London (GB); Elizabeth H Lian, Brookline, MA (US); Daniel C Farrell, London (GB); Craig Fenton,
US 7,062,505 B2 Jun. 13, 2006
4/1997 Bartell et al. 8/1998 Lee et al. 5/1999 Nichols
11/1999 Slotznick
(Continued) FOREIGN PATENT DOCUMENTS
London (GB); Elise Shearing, London
DE
102 44 726 A1
(GB); Randy Bell, Ottawa, IL (US); Sevasti Wong, London (GB); Anthony Lingham, London (GB); Audrey
7/2003
(Continued)
Forrester, Meamskirk (GB); Claudia
OTHER PUBLICATIONS
staubitz, Woodbridge (GB); Kevin Adams, Stoke-On-Trent (GB); Lesley Ritchie, Pickering, Liverpool Liverpool (GB) Paul
Dayco Statement Regarding Related Applications. Assistant Primary ExamineriShahid ExamineriFred Ehichioya
(73) Assignee: Accenture Global Services GmbH,
Agent’ or FlrmgOppenhelmer’ WOHT &
Scha?hausen (CH) (*)
Notice:
Subject to any disclaimer, the term of this patent is extended or adjusted under 35
(57)
U.S.C. 154(b) by 591 days.
_
_
_
New functlons for a contact center system mclude: testmg
(21) APP1- NOJ 10/305,835
user’s comprehension of informational messages With a
_
(22)
ABSTRACT
quiz; capturing insight of superior users having a KPI score
Flled:
NOV‘ 27’ 2002 _
(65)
above a threshold by having those users submit information
_
_
on Wh
Pnor Pubhcatlon Data US 2004/0128294 A1
the
erforrn so Well; d namicall
orderin
solu
tions toyissugslby re-ranking the sglutions pgriodicalls based
Jul. 1, 2004
on recency and frequency; integrating information for use by a contact center representative While online With a customer
(51) (52)
Int. Cl. G06F 1 7/00
and information for use When not online; storing content items in a telecommunications industry taxonomy; directing
(2006.01)
US. Cl. ............................ ..
707/102; 707/1; 707/3;
user feedback on a content item to the proper oWner/
707/ 100; 707/200 (58)
manager of that content; communicating solution informa
Field of Classi?cation Search .............. .. 707/102,
tion using 21 Solutions taxonomy; displaying a dual informa
707/1, 3, 10, 100, 200; 705/10, 14, 26, 2;
tion system having a CRM application as Well as reference
709/220, 224, 203, 217; 715/854; 345/810
material that is context-appropriate; enforcing completion of
See application ?le for complete search history.
(56)
a group Of t?mplates When Creating a Content item to be published; ensuring a group of templates for a content item
References Cited
are complete before publishing them; and searching Within
US. PATENT DOCUMENTS
a contact center system portal using a continuum of search functions.
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US 7,062,505 B2 Page 2 US. PATENT DOCUMENTS
5995 948 A “H999 whitfor d et a1 6,064,979 A * 5/2000 Perkowski ............. .. 705/26 6078 891 A *
5/2002
2002/0073208 A1 2002/0133392 A1
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Liou ........................ .. 709/217
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V2001 5/2001 8/2001 10/2001 11/2001 2/2002 8/2002 2/2003 4/2003 5/2003 7/2003 8/2003 8/2003 8/2003 2/2004 6/2004
2003/0023622 2003/0037177 2003/0050986 2003/0055831 2003/0069780 2003/0083922 2003/0130993 2003/0137544 2003/0229623 2003/0233372 2004/0015405 2004/0117383 2004/0193475 2004/0199496 2004/0205572
l/2003 2/2003 3/2003 3/2003 4/2003 5/2003 7/2003 7/2003 12/2003 12/2003 1/2004 6/2004 9/2004 10/2004 10/2004
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6,760,727 B1
6/2000 Riordan et al. ............. .. 705/10
2002/0059395 A1 *
Lotvin et a1‘ Agrawal et a1‘ Kumar et a1‘ Bernardo etal. Decoste er a1, Reed et al, Casey-Cholakis er a1, Gnheen e131, Sullivan etal. Barrera et al. Underwood er a1, Fife etal. Nickerson et a1. Mikurak Underwood etal. Eiserlin et a1.
7/2004 sohroedger et al.
A1 A1 A1 A1 A1 A1 A1 A1 A1 A1 A1 A1 A1 A1 A1
Obermeyer et 31. Sutton et al. Matthews et a1. Ryan eta1~ Hailwood et al. Reed Mendelevitch etal. Mears etal. Chang etal. Warner et al. Cloutieretal. Lee etal. Hemm et 31. Liu et al. Fields etal.
FOREIGN PATENT DOCUMENTS
6,850,896 B1 6,910,045 B1 2002/0046244 A1
2/2005 Kelnran et al. 6/2005 Hickey etal. 4/2002 Bimson et al.
EP W0
1 241 596 A2 WO 02/08946 A2
2002/0057297 A1 *
5/2002 Grimes et al. ............ .. 345/810
* cited by examiner
9/2002 V2002
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Jun. 13, 2006
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