专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

1. 发明专利

JP2009134737A Solution information for knowledge management system 审中-公开
标题翻译：知识管理系统的解决方案信息
公开(公告)号：JP2009134737A
公开(公告)日：2009-06-18
申请号：JP2009006869
申请日：2009-01-15
申请人： Accenture Global Services Gmbh , アクセンチュアー・グローバル・サービシーズ・ゲーエムベーハ
发明人： REID GREGORY S , RINGO TIMOTHY , LANE DAVID P , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY , IVES WILLIAM S
IPC分类号： G06F17/30 , G06Q30/00
CPC分类号： G06Q30/02
摘要： PROBLEM TO BE SOLVED: To provide a contact center that includes enhanced processes and computerized systems that work to enhance the service to customers and the efficiency. SOLUTION: In a knowledge management system, a method for communicating solution information to a user comprises retrieval of solution data from a database. The database can be organized so as to have at least three sections: a first section for providing general information about the solution; a second section for describing various situations whereto the general information is not applicable; and a third section for detailing contact information for further assistance to accompany the solution. The first section (for providing general solution information) can be divided into two subsections: a first subsection for describing a common solution; and a second subsection for providing a suggested script for the user. COPYRIGHT: (C)2009,JPO&INPIT
摘要翻译：要解决的问题：提供包括增强流程和计算机化系统的联络中心，以加强对客户的服务和效率。解决方案：在知识管理系统中，用于向用户传送解决方案信息的方法包括从数据库检索解决方案数据。可以组织数据库以便具有至少三个部分：用于提供关于解决方案的一般信息的第一部分; 用于描述一般信息不适用的各种情况的第二部分; 以及第三部分，详细说明联系信息以获得进一步帮助以配合解决方案。第一部分（用于提供一般解决方案信息）可以分为两个部分：用于描述一个常见解决方案的第一个小节; 以及为用户提供建议的脚本的第二小节。版权所有（C）2009，JPO＆INPIT

2. 发明专利

JP2009151797A Searching within contact center portal 审中-公开
标题翻译：在联系中心门户网站进行搜索
公开(公告)号：JP2009151797A
公开(公告)日：2009-07-09
申请号：JP2009006636
申请日：2009-01-15
申请人： Accenture Global Services Gmbh , Bt Group Plc , アクセンチュアー・グローバル・サービシーズ・ゲーエムベーハ , ビーティー・グループ・ピーエル・シー
发明人： LANE DAVID P , REID GREGORY S , RINGO TIMOTHY , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY , STAUBITZ CLAUDIA , ADAMS KEVIN , PICKERING LESLEY , RITCHIE PAUL
IPC分类号： G06F17/30 , G06Q30/02
CPC分类号： G06Q30/02
摘要： PROBLEM TO BE SOLVED: To provide a contact center including an improved process and a computerized system for working in order to improve service to a customer and efficiency in its performance. SOLUTION: A collection composed of the searching function is provided for a user for searching in a contact center portal, and the whole these searching functions are simultaneously presented on the same screen. The user can search a contents management system by determining a result by using the first searching function. If a response cannot be detected, the user can search the contents management system by determining the result by using the second searching function. If the response cannot be detected yet, the user can search the contents management system by determining the result by using the third searching function. A specific database can store a collection composed of information items on a product or the service on a customer needs searching characteristic. A group of these information items can be associated with specific customer needs or an intention. COPYRIGHT: (C)2009,JPO&INPIT
摘要翻译：要解决的问题：提供一个包括改进过程和计算机化系统的联络中心，以便改善对客户的服务和提高其性能的效率。
解决方案：提供由搜索功能组成的集合，供用户在联络中心门户中进行搜索，并将整个搜索功能同时显示在同一屏幕上。用户可以通过使用第一搜索功能来确定结果来搜索内容管理系统。如果不能检测到响应，则用户可以通过使用第二搜索功能来确定结果来搜索内容管理系统。如果不能检测到响应，则用户可以通过使用第三搜索功能来确定结果来搜索内容管理系统。特定数据库可以存储由产品上的信息项组成的集合或者客户需要搜索特性的服务。一组这些信息项目可以与特定的客户需求或意图相关联。版权所有（C）2009，JPO＆INPIT

3. 发明申请

WO2004049220A8 TEMPLATE COMPLETION FOR A CONTENT MANAGEMENT SYSTEM 审中-公开
标题翻译：内容管理系统的模板完成
公开(公告)号：WO2004049220A8
公开(公告)日：2004-09-10
申请号：PCT/IB0306438
申请日：2003-11-26
申请人： ACCENTURE GLOBAL SERVICES GMBH
发明人： REID GREGORY S , RINGO TIMOTHY , LANE DAVID P , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY
IPC分类号： G06F7/00 , G06F17/00 , G06F17/60
CPC分类号： G06F17/30899

4. 发明申请

WO2004049098A8 SEARCHING WITHIN A CONTACT CENTER PORTAL 审中-公开
标题翻译：在联络中心门口进行搜索
公开(公告)号：WO2004049098A8
公开(公告)日：2005-08-04
申请号：PCT/IB0306479
申请日：2003-11-26
申请人： ACCENTURE GLOBAL SERVICES GMBH , BT GROUP PLC
发明人： LANE DAVID P , REID GREGORY S , RINGO TIMOTHY , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY , STAUBITZ CLAUDIA , ADAMS KEVIN , PICKERING LESLEY , RITCHIE PAUL
IPC分类号： G06Q30/02 , G06F17/30
CPC分类号： G06Q30/02
摘要： 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 informationon 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.
摘要翻译：联络中心系统的新功能包括：通过测验测试用户对信息消息的理解; 通过让这些用户提供信息为什么他们表现如此出色，从而获得KPI得分高于阈值的优质用户的洞察力; 通过基于新近度和频率周期性地重新排列解决方案来动态地排序问题的解决方案; 集成信息供联络中心代表在线与客户联系以供在线使用时使用; 将内容项目存储在电信行业分类中; 将内容项目的用户反馈引导到该内容的正确的所有者/管理者; 使用解决方案分类法传达解决方案信息; 显示具有CRM应用程序的双重信息系统以及适合上下文的参考资料; 在创建要发布的内容项时强制完成一组模板; 确保一组内容项目的模板在发布之前已经完成; 并使用连续的搜索功能在联络中心系统门户中进行搜索。

5. 发明申请

WO2004051411A3 CAPTURING INSIGHT OF SUPERIOR USERS OF A CONTACT CENTER 审中-公开
标题翻译：接触中心的超级用户的认知
公开(公告)号：WO2004051411A3
公开(公告)日：2006-08-03
申请号：PCT/US0337779
申请日：2003-11-26
申请人： ACCENTURE GLOBAL SERVICES GMBH , BT GROUP PLC
发明人： REID GREGORY S , RINGO TIMOTHY , LANE DAVID P , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY , STAUBITZ CLAUDIA , ADAMS KEVIN , PICKERING LESLEY , RITCHIE PAUL
IPC分类号： G06F17/30 , G06Q10/06 , G06Q10/10
CPC分类号： G06Q10/06393 , G06Q10/06398 , G06Q10/10
摘要： 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.
摘要翻译：联络中心系统的新功能包括：通过测验测试用户对信息性消息的理解; 通过让这些用户提交关于他们为什么表现如此出色的信息，获得KPI得分高于阈值的优质用户的洞察力; 通过基于新近度和频率周期性地重新排列解决方案来动态地排序问题的解决方案; 集成信息供联络中心代表在线与客户联系以供在线使用时使用; 将内容项目存储在电信业分类中; 将内容项目的用户反馈引导到该内容的正确的所有者/管理者; 使用解决方案分类法传达解决方案信息; 显示具有CRM应用的双重信息系统以及适合上下文的参考资料; 在创建要发布的内容项时强制完成一组模板; 确保一组内容项目的模板在发布之前已经完成; 并使用连续的搜索功能在联络中心系统门户中进行搜索。

6. 发明申请

WO2004049097A2 CONTENT FEEDBACK IN A MULTIPLE-OWNER CONTENT MANAGEMENT SYSTEM 审中-公开
标题翻译：内容反馈在多个内容管理系统中
公开(公告)号：WO2004049097A2
公开(公告)日：2004-06-10
申请号：PCT/IB0306465
申请日：2003-11-26
申请人： ACCENTURE GLOBAL SERVICES GMBH , BT GROUP PLC
发明人： REID GREGORY S , RINGO TIMOTHY , LANE DAVID P , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY , STAUBITZ CLAUDIA , ADAMS KEVIN , PICKERING LESLEY , RITCHIE PAUL
IPC分类号： G06Q30/00 , G06F
CPC分类号： G06Q30/02
摘要： A computer system may include a contact center interface and a presentation interface. The contact center interface may provide a user with access to a contact center application, which manages and renders information pertaining to customercentric problems. The presentation interface may provide the user with access to a content management system (or knowledge management system) for information regarding goods, services and associated support. The computer system may display two simultaneously visible content regions, where the operations in one content region are independent of operations in the second content region. One of the content regions may reflect the contact center interface while the other content region may reflect the information application interface. The two content regions may be dynamic such that while the regions are independent, the content displayed within one content region is context-appropriate to the other content region. Such a system may also include a display region for an instant messaging tool. The content management system may include a database having a set of content items stored in a taxonomy, where the taxonomy has at least two primary categories. The categories may associate items that represent products, items that represent services, items that represent information for campaigns, items that represent information for user procedures, and/or items that represent user intentions (customer needs). Each content item in the database may be associated to one or more contentowners. A user may submit feedback for one of the content items. That feedback may be routed to the content-owner associated to the content item without requiring the user to know or to determine who the content-owner is. The content owner may be: a content author, a content manager, an advocate for the content owner, or a team of people. The feedback may be a comment explaining any errors in the content item, a rating of the usefulness of the content item, or a comment for content improvement.
摘要翻译：计算机系统可以包括联络中心接口和呈现接口。联络中心界面可以向用户提供访问联络中心应用程序，该联络中心应用程序管理和呈现与客户中心问题有关的信息。呈现界面可以向用户提供关于商品，服务和相关支持的信息的内容管理系统（或知识管理系统）的访问。计算机系统可以显示两个同时可见的内容区域，其中一个内容区域中的操作与第二内容区域中的操作无关。其中一个内容区域可以反映联络中心界面，而另一内容区域可以反映信息应用界面。两个内容区域可以是动态的，使得当区域是独立的时，在一个内容区域内显示的内容对其他内容区域是上下文适当的。这样的系统还可以包括用于即时消息传递工具的显示区域。内容管理系统可以包括具有存储在分类法中的一组内容项目的数据库，其中分类法具有至少两个主要类别。类别可以将表示产品的项目，表示服务的项目，表示活动的信息的项目，表示用户过程的信息的项目和/或表示用户意图的项目（客户需求）相关联。数据库中的每个内容项可以与一个或多个内容所有者相关联。用户可以针对其中一个内容项提交反馈。该反馈可以被路由到与内容项目相关联的内容所有者，而不需要用户知道或确定内容所有者是谁。内容所有者可以是：内容作者，内容管理者，内容所有者或一组人的倡导者。反馈可以是解释内容项中的任何错误，内容项的有用性的评级或内容改进的评论的注释。

7. 发明申请

WO2005006565A8 INFORMATION SYSTEM FOR CONTACT CENTER USERS 审中-公开
公开(公告)号：WO2005006565A8
公开(公告)日：2005-07-14
申请号：PCT/IB0306512
申请日：2003-11-26
申请人： ACCENTURE GLOBAL SERVICES GMBH
发明人： REID GREGORY S , RINGO TIMOTHY , LANE DAVID P , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY
IPC分类号： G09B5/00 , G09B7/00 , G06F17/60
CPC分类号： G09B7/00

8. 发明申请

WO2005006565A9 INFORMATION SYSTEM FOR CONTACT CENTER USERS 审中-公开
标题翻译：联络中心用户信息系统
公开(公告)号：WO2005006565A9
公开(公告)日：2005-05-26
申请号：PCT/IB0306512
申请日：2003-11-26
申请人： ACCENTURE GLOBAL SERVICES GMBH
发明人： REID GREGORY S , RINGO TIMOTHY , LANE DAVID P , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY
IPC分类号： G09B5/00 , G09B7/00 , G06F17/60
CPC分类号： G09B7/00

9. 发明申请

WO2004049221A8 SOLUTION INFORMATION FOR KNOWLEDGE MANAGEMENT SYSTEM 审中-公开
标题翻译：知识管理系统的解决方案信息
公开(公告)号：WO2004049221A8
公开(公告)日：2004-08-26
申请号：PCT/IB0306448
申请日：2003-11-26
申请人： ACCENTURE GLOBAL SERVICES GMBH
发明人： REID GREGORY S , RINGO TIMOTHY , LANE DAVID P , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY , IVES WILLIAM S
IPC分类号： G06Q30/00 , G06F17/60
CPC分类号： G06Q30/02

10. 发明申请

WO2004049098A2 SEARCHING WITHIN A CONTACT CENTER PORTAL 审中-公开
标题翻译：在联系中心门户内搜索
公开(公告)号：WO2004049098A2
公开(公告)日：2004-06-10
申请号：PCT/IB0306479
申请日：2003-11-26
申请人： ACCENTURE GLOBAL SERVICES GMBH , BT GROUP PLC
发明人： LANE DAVID P , REID GREGORY S , RINGO TIMOTHY , LIAN ELIZABETH H , FARRELL DANIEL C , FENTON CRAIG , SHEARING ELISE , BELL RANDY , WONG SEVASTI , LINGHAM ANTHONY , FORRESTER AUDREY , STAUBITZ CLAUDIA , ADAMS KEVIN , PICKERING LESLEY , RITCHIE PAUL
IPC分类号： G06Q30/02 , G06F
CPC分类号： G06Q30/02
摘要： 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 informationon 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.
摘要翻译：联络中心系统的新功能包括：用测验测试用户对信息性消息的理解; 通过让这些用户提交关于他们表现如此出色的信息来捕获KPI得分高于阈值的高级用户的洞察力; 通过基于新近度和频率周期性地重新排列解决方案来动态地排序问题的解决方案; 整合供联络中心代表在线时与客户使用的信息以及不在线时使用的信息; 将内容项目存储在电信行业分类中; 将内容项目的用户反馈引导至该内容的正确所有者/管理者; 使用解决方案分类法传达解决方案信息; 显示具有CRM应用程序的双重信息系统以及适合上下文的参考资料; 在创建要发布的内容项目时强制完成一组模板; 确保内容项目的一组模板在发布之前完成; 并使用连续的搜索功能在联络中心系统门户中进行搜索。

你已经成功收藏专利！

检索式保存成功!

IPRDB

热门服务

关于我们

友情链接

联系方式