Content management system for the telecommunications industry

• US 20040128294A1
• Filed: 11/27/2002
• Published: 07/01/2004
• Est. Priority Date: 11/27/2002
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC), British Telecommunications PLC (BT Group PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC), BT Group PLC
• Inventors: ADAMS, KEVIN, LANE, DAVID P., BELL, RANDY, STAUBITZ, CLAUDIA, RINGO, TIMOTHY, WONG, SEVASTI, PICKERING, LESLEY, SHEARING, ELISE, FORRESTER, AUDREY, LINGHAM, ANTHONY, FENTON, CRAIG, RITCHIE, PAUL, LIAN, ELIZABETH H, REID, GREGORY S, FARRELL, DANIEL C
• Granted Patent: US 7,062,505 B2
• Time in Patent Office: Days
• US Class Current: 707/100
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: Y10S 707/99931 Database or file accessing
• CPC Class Codes: Y10S 707/99933 Query processing, i.e. searching
• CPC Class Codes: Y10S 707/99943 Generating database or data structure, e.g. via user interface

Abstract

New functions for a contact center system include: testing user'"'"'s comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so 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 as well as reference material that is 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 portal using a continuum of search functions.

Claims

1. A database for a content management system, comprising a plurality of content items stored in a taxonomy comprising at least two primary categories;

wherein a first primary category associates content items for a plurality of products; and

wherein a second primary category associates content items for a plurality of services.

2. The database from claim 1, wherein a third primary category associates content items for a plurality of campaigns.

3. The database from claim 1, wherein a third primary category associates content items for a plurality of user procedures.

4. The database from claim 1, wherein a third primary category associates content items for a plurality of user intentions.

5. A system for a content management system, comprising a categorizing unit for storing a plurality of content items stored in a taxonomy comprising at least two primary categories;

wherein a first primary category associates content items for a plurality of products; and

wherein a second primary category associates content items for a plurality of services.

6. The system from claim 5, wherein a third primary category associates content items for a plurality of campaigns.

7. The system from claim 5, wherein a third primary category associates content items for a plurality of user procedures.

8. The system from claim 5, wherein a third primary category associates content items for a plurality of user intentions.