Content management system for the telecommunications industry

• US 7,062,505 B2
• Filed: 11/27/2002
• Issued: 06/13/2006
• 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)
• Inventors: Adams, Kevin, Ringo, Timothy, Farrell, Daniel C, Wong, Sevasti, Ritchie, Paul, Lian, Elizabeth H, Bell, Randy, Reid, Gregory S, Staubitz, Claudia, Lingham, Anthony, Lane, David P, Fenton, Craig, Shearing, Elise, Forrester, Audrey, Pickering, Lesley
• Primary Examiner(s): Alam, Shahid
• Assistant Examiner(s): EHICHIOYA, FRED I
• Application Number:
  US10/305,835
• Publication Number:
  US 20040128294A1
• Time in Patent Office: 1,294 Days
• Field of Search: 707/102, 707/1, 707/3, 707/10, 707/100, 707/200, 705/10, 705/14, 705/26, 705/2, 709/220, 709/224, 709/203, 709/217, 715/854, 345/810
• US Class Current: 1/1
• 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, the database stored on a computer-readable medium and executable by a computer, comprising:

a plurality of articles stored in a taxonomy, wherein the taxonomy controls how information is added to the content management system;

a plurality of objects stored in the taxonomy, wherein each of the plurality of objects associates a predetermined set of the plurality of articles for describing the object;

a plurality of object types stored in the taxonomy, wherein each of the plurality of object types associates at least one of the plurality of objects; and

at least three primary object group categories stored in the taxonomy;

wherein a first primary object group category associates a first grouping of the plurality of object types for a plurality of products, wherein a second primary object group category associates a second grouping of the plurality of object types for a plurality of services, and wherein a third primary object group category associates a third grouping of the plurality of obiect types for a plurality of user intentions; and

wherein when a new object is added to the plurality of objects, the taxonomy controls how content may be added to the content management system by automatically creating, based on the object type, the predetermined set of the plurality of articles to fully describe the new object.

2. The database from claim 1, wherein a third primary object group category associates a third grouping of the plurality of object types for a plurality of marketing campaigns.

3. The database from claim 1, wherein a third primary object group category associates a third grouping of the plurality of object types for a plurality of user procedures.

4. A system for a content management system, the system embodied on a computer-readable medium and executable by a computer, the system comprising:

a database; and

a storage unit for storing a plurality of articles in a taxonomy, wherein the taxonomy controls how information is added to the content management system;

a categorizing unit for categorizing a plurality of objects and a plurality of object types stored in the taxonomy;

wherein each of the plurality of objects associates a predetermined set of the plurality of articles for describing the object;

wherein each of the plurality of object types associates at least one of the plurality of objects; and

wherein at least three primary object group categories are stored in the taxonomy;

wherein a first primary object group category associates a first grouping of the plurality of object types for a plurality of products, wherein a second primary object group category associates a second grouping of the plurality of object types for a plurality of services, and wherein a third primary object group category associates a third grouping of the plurality of object types for a plurality of user intentions; and

wherein when a new object is added to the plurality of objects, the taxonomy controls how content may be added to the content management system by automatically creating, based on the object type, the predetermined set of the plurality of articles to fully describe the new object.

5. The system from claim 4, wherein a third primary object group category associates a third grouping of the plurality of object types for a plurality of marketing campaigns.

6. The system from claim 4, wherein a third primary object group category associates a third grouping of the plurality of obiect types for a plurality of user procedures.