Presenting linked information in a CRM system

• US 20040162800A1
• Filed: 11/27/2002
• Published: 08/19/2004
• 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: Lane, David P., Adams, Kevin, Ringo, Timothy, Wong, Sevasti, Ritchie, Paul, Bell, Randy, Staubitz, Claudia, Lingham, Anthony, Fenton, Craig, Shearing, Elise, Forrester, Audrey, Pickering, Lesley, Lian, Elizabeth H., Farrell, Daniel C., Reid, Gregory S.
• Granted Patent: US 8,572,058 B2
• Time in Patent Office: Days
• US Class Current: 707/1
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

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 system for presenting linked information, comprising:

a contact center interface for providing a user with access to a contact center application, wherein the contact center application manages and renders information pertaining to customer-centric problems;

a presentation interface for providing a user with access to a knowledge management or content management system, for providing information regarding goods, services and associated support; and

a display comprising two simultaneously visible content regions;

wherein operations in one content region are independent of operations in the second content region;

wherein the first content region reflects the contact center interface and the second content region reflects the information application interface; and

wherein the first and second content regions are dynamic such that while the regions are independent, the content displayed within the second content region is context-appropriate to the first content region.

2. The system from claim 1, wherein the associated support is support for billing.

3. The system from claim 1, further comprising a second display region for presenting to the user an instant messaging tool for communicating with a subject matter expert.

4. A method for presenting linked information, comprising:

providing a contact center interface for offering a user with access to a contact center application, wherein the contact center application manages and renders information pertaining to customer-centric problems;

providing a presentation interface for offering a user with access to a knowledge management or content management system, for providing information regarding goods, services and associated support; and

displaying two simultaneously visible content regions;

wherein operations in one content region are independent of operations in the second content region;

wherein the first content region reflects the contact center interface and the second content region reflects the information application interface; and

wherein the first and second content regions are dynamic such that while the regions are independent, the content displayed within the second content region is context-appropriate to the first content region.

5. The method from claim 4, wherein the associated support is support for billing.

6. The method from claim 4, further comprising displaying a second region for presenting to the user an instant messaging tool for communicating with a subject matter expert.

7. A computer program on a computer readable medium, for execution by a computer to present linked information, comprising:

a code segment for providing a contact center interface for offering a user with access to a contact center application, wherein the contact center application manages and renders information pertaining to customer-centric problems;

a code segment for providing a presentation interface for offering a user with access to a knowledge management or content management system, for providing information regarding goods, services and associated support; and

a code segment for displaying two simultaneously visible content regions;

wherein operations in one content region are independent of operations in the second content region;

wherein the first content region reflects the contact center interface and the second content region reflects the information application interface; and

wherein the first and second content regions are dynamic such that while the regions are independent, the content displayed within the second content region is context-appropriate to the first content region.

8. The computer program from claim 7, wherein the associated support is support for billing.

9. The computer program from claim 7, further comprising a code segment for displaying a second region for presenting to the user an instant messaging tool for communicating with a subject matter expert.