Content feedback in a multiple-owner content management system

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 9785906
SERIAL NO

13313316

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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New functions for a contact center system include: testing user's comprehension of informational messages; capturing insight users having a KPI score above a threshold by having those users submit information on why they perform well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application and reference material that's context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them; and searching within a contact center system.

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Patent Owner(s)

  • ACCENTURE GLOBAL SERVICES LIMITED;BRITISH TELECOMMUNICATIONS PUBLIC LIMITED COMPANY

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Adams, Kevin Stoke-On-Trent, GB 19 282
Bell, Randy Ottawa, US 19 417
Farrell, Daniel C London, GB 13 386
Fenton, Craig London, GB 13 386
Forrester, Audrey Mearnskirk, GB 13 334
Lane, David P London, GB 21 392
Lian, Elizabeth H Brookline, US 13 386
Lingham, Anthony London, GB 13 386
Pickering, Lesley Liverpool, GB 7 219
Reid, Gregory S Boxford, US 13 386
Ringo, Timothy London, GB 13 376
Ritchie, Paul Liverpool, GB 7 219
Shearing, Elise London, GB 13 376
Staubitz, Claudia Woodbridge, GB 7 219
Wong, Sevasti London, GB 13 386

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