Searching within a contact center portal

• US 20040162812A1
• 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 Limited (Accenture PLC)
• Inventors: Adams, Kevin, Lane, David P., 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 9,396,473 B2
• Time in Patent Office: Days
• US Class Current: 707/3
• 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 method for searching within a contact center portal, comprising:

providing at least a first, second and third search functions;

searching the content management system for results using the first search function;

searching the content management system for results using the second search function if the results using the first search function did not include the information requested by a user; and

searching the content management system for results using the third search function if the results using the second search function did not include the information requested by the user;

wherein the first, second and third search functions are all present simultaneously on the same screen.

2. The method from claim 1, wherein the first, second, and third search functions are chosen from the group of:

navigational search, alphabetic or numeric search, keyword search, free form search, customer need search, and search-by-feature search.

3. The method from claim 1, wherein the first search function is a customer need search.

4. The method from claim 1, wherein the first search function is a search by feature search.

5. The method from claim 1, wherein the searching using the second search function is based on the results from the first search function.

6. A method for searching within a contact center portal, comprising:

providing a database upon which is stored a plurality of information items about specific products or services;

wherein a set of the information items are associated to at least one specific customer need;

wherein the at least one specific customer need is not a product-specific or a service-specific search;

receiving a customer need request; and

delivering to the user the set of information items associated to the customer need.

7. The method from claim 6, further wherein the customer need supported by the function is not a keyword search.

8. A system for searching within a contact center portal, comprising:

a first, second and third search functions;

a first search unit for searching the content management system for results using the first search function;

a second search unit for searching the content management system for results using the second search function if the results using the first search function did not include the information requested by a user; and

a third search unit for searching the content management system for results using the third search function if the results using the second search function did not include the information requested by the user;

wherein the first, second and third search functions are all present simultaneously on the same screen.

9. The system from claim 8, wherein the first, second, and third search functions are chosen from the group of:

navigational search, alphabetic or numeric search, keyword search, free form search, customer need search, and search-by-feature search.

10. The system from claim 8, wherein the first search function is a customer need search.

11. The system from claim 8, wherein the first search function is a search by feature search.

12. The system from claim 8, wherein the second search unit searching is based on the results from the first search function.

13. A system for searching within a contact center portal, comprising:

a database upon which is stored a plurality of information items about specific products or services;

wherein a set of the information items are associated to at least one specific customer need;

wherein the at least one specific customer need is not a product-specific or a service-specific search;

a receiver for receiving a customer need request; and

a delivery unit for delivering to the user the set of information items associated to the customer need.

14. The system from claim 13, further wherein the customer need supported by the function is not a keyword search.

15. A computer program on a computer readable medium, for execution by a computer to search within a contact center portal, the computer program comprising:

a code segment for providing at least a first, second and third search functions;

a code segment for searching the content management system for results using the first search function;

a code segment for searching the content management system for results using the second search function if the results using the first search function did not include the information requested by a user; and

a code segment for searching the content management system for results using the third search function if the results using the second search function did not include the information requested by the user;

wherein the first, second and third search functions are all present simultaneously on the same screen.

16. The computer program from claim 15, wherein the first, second, and third search functions are chosen from the group of:

navigational search, alphabetic or numeric search, keyword search, free form search, customer need search, and search-by-feature search.

17. The computer program from claim 15, wherein the first search function is a customer need search.

18. The computer program from claim 15, wherein the first search function is a search by feature search.

19. The computer program from claim 15, wherein the a code segment for searching using the second search function is based on the results from the first search function.

20. A computer program on a computer readable medium, for execution by a computer to search within a contact center portal, the computer program comprising:

a code segment for interfacing with a database upon which is stored a plurality of information items about specific products or services;

wherein a set of the information items are associated to at least one specific customer need;

wherein the at least one specific customer need is not a product-specific or a service-specific search;

a code segment for receiving a customer need request; and

a code segment for delivering to the user the set of information items associated to the customer need.

21. The computer program from claim 20, further wherein the customer need supported by the function is not a keyword search.