Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Electronic shopping
Reexamination Certificate
2002-11-27
2008-08-26
Zeender, F. (Department: 3627)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Electronic shopping
C705S027200, C705S014270, C705S007380
Reexamination Certificate
active
07418403
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.
REFERENCES:
patent: 4905163 (1990-02-01), Garber
patent: 5239460 (1993-08-01), La Roche
patent: 5365425 (1994-11-01), Torma et al.
patent: 5500795 (1996-03-01), Powers et al.
patent: 5535256 (1996-07-01), Maloney et al.
patent: 5550746 (1996-08-01), Jacobs
patent: 5557780 (1996-09-01), Edwards et al.
patent: 5625767 (1997-04-01), Bartell et al.
patent: 5788508 (1998-08-01), Lee et al.
patent: 5903235 (1999-05-01), Nichols
patent: 5983200 (1999-11-01), Slotznick
patent: 5995948 (1999-11-01), Whitford et al.
patent: 6012056 (2000-01-01), Menlove
patent: 6049779 (2000-04-01), Berkson
patent: 6064979 (2000-05-01), Perkowski
patent: 6078891 (2000-06-01), Riordan et al.
patent: 6115693 (2000-09-01), McDonough et al.
patent: 6128380 (2000-10-01), Shaffer et al.
patent: 6149438 (2000-11-01), Richard et al.
patent: 6157926 (2000-12-01), Appleman et al.
patent: 6178407 (2001-01-01), Lotvin et al.
patent: 6185550 (2001-02-01), Snow et al.
patent: 6226648 (2001-05-01), Appleman et al.
patent: 6233575 (2001-05-01), Agrawal et al.
patent: 6243092 (2001-06-01), Okita et al.
patent: 6278993 (2001-08-01), Kumar et al.
patent: 6308188 (2001-10-01), Bernardo et al.
patent: 6315572 (2001-11-01), Owens et al.
patent: 6317142 (2001-11-01), Decoste et al.
patent: 6324282 (2001-11-01), McIllwaine et al.
patent: 6336132 (2002-01-01), Appleman et al.
patent: 6345288 (2002-02-01), Reed et al.
patent: 6421669 (2002-07-01), Gilmour et al.
patent: 6438353 (2002-08-01), Casey-Cholakis et al.
patent: 6446083 (2002-09-01), Leight et al.
patent: 6509914 (2003-01-01), Babula et al.
patent: 6519571 (2003-02-01), Guheen et al.
patent: 6542898 (2003-04-01), Sullivan et al.
patent: 6560589 (2003-05-01), Stier et al.
patent: 6567800 (2003-05-01), Barrera et al.
patent: 6601057 (2003-07-01), Underwood et al.
patent: 6601759 (2003-08-01), Fife et al.
patent: 6603854 (2003-08-01), Judkins et al.
patent: 6606581 (2003-08-01), Nickerson et al.
patent: 6606740 (2003-08-01), Lynn et al.
patent: 6606744 (2003-08-01), Mikurak
patent: 6697825 (2004-02-01), Underwood et al.
patent: 6700971 (2004-03-01), Cohen et al.
patent: 6745238 (2004-06-01), Giljum et al.
patent: 6754346 (2004-06-01), Eiserling et al.
patent: 6760727 (2004-07-01), Schroeder et al.
patent: 6782093 (2004-08-01), Uckun
patent: 6850896 (2005-02-01), Kelman et al.
patent: 6874002 (2005-03-01), Peleus et al.
patent: 6910045 (2005-06-01), Hickey et al.
patent: 6968512 (2005-11-01), Duxbury
patent: 6988126 (2006-01-01), Wilcock et al.
patent: 7000194 (2006-02-01), Newbold
patent: 7029280 (2006-04-01), Krebs et al.
patent: 7039594 (2006-05-01), Gersting
patent: 7181413 (2007-02-01), Hadden et al.
patent: 2001/0032120 (2001-10-01), Stuart et al.
patent: 2001/0056367 (2001-12-01), Herbert et al.
patent: 2002/0038217 (2002-03-01), Young
patent: 2002/0046244 (2002-04-01), Bimson et al.
patent: 2002/0057297 (2002-05-01), Grimes et al.
patent: 2002/0059395 (2002-05-01), Liou
patent: 2002/0073165 (2002-06-01), McNulty et al.
patent: 2002/0073208 (2002-06-01), Wilcock et al.
patent: 2002/0099582 (2002-07-01), Buckley et al.
patent: 2002/0120485 (2002-08-01), Kirkconnell-Ewing et al.
patent: 2002/0123983 (2002-09-01), Riley et al.
patent: 2002/0133392 (2002-09-01), Angel et al.
patent: 2002/0140741 (2002-10-01), Felkey et al.
patent: 2002/0143615 (2002-10-01), Palmer et al.
patent: 2002/0143818 (2002-10-01), Roberts et al.
patent: 2002/0147632 (2002-10-01), Winham et al.
patent: 2002/0152267 (2002-10-01), Lennon
patent: 2002/0154157 (2002-10-01), Sherr et al.
patent: 2002/0165799 (2002-11-01), Jaffe et al.
patent: 2002/0173971 (2002-11-01), Stirpe et al.
patent: 2002/0180803 (2002-12-01), Kaplan et al.
patent: 2003/0014442 (2003-01-01), Shiigi et al.
patent: 2003/0023622 (2003-01-01), Obermeyer et al.
patent: 2003/0028595 (2003-02-01), Vogt et al.
patent: 2003/0037177 (2003-02-01), Sutton et al.
patent: 2003/0050986 (2003-03-01), Matthews et al.
patent: 2003/0055757 (2003-03-01), Pfiffner et al.
patent: 2003/0055831 (2003-03-01), Ryan et al.
patent: 2003/0069780 (2003-04-01), Hailwood et al.
patent: 2003/0074243 (2003-04-01), Po
patent: 2003/0083922 (2003-05-01), Reed
patent: 2003/0088545 (2003-05-01), Subramaniam et al.
patent: 2003/0130993 (2003-07-01), Mendelevitch et al.
patent: 2003/0137544 (2003-07-01), Mears et al.
patent: 2003/0151629 (2003-08-01), Krebs
patent: 2003/0187932 (2003-10-01), Kennedy
patent: 2003/0229623 (2003-12-01), Chang et al.
patent: 2003/0233372 (2003-12-01), Warner et al.
patent: 2004/0015405 (2004-01-01), Cloutier et al.
patent: 2004/0019536 (2004-01-01), Ashkenazi et al.
patent: 2004/0062381 (2004-04-01), Shambaugh et al.
patent: 2004/0117383 (2004-06-01), Lee et al.
patent: 2004/0177059 (2004-09-01), Horie et al.
patent: 2004/0193475 (2004-09-01), Hemm et al.
patent: 2004/0199496 (2004-10-01), Liu et al.
patent: 2004/0205572 (2004-10-01), Fields et al.
patent: 2004/0205659 (2004-10-01), Barry et al.
patent: 2006/0026655 (2006-02-01), Perez
patent: 102 44 726 (2003-07-01), None
patent: 1 241 596 (2002-09-01), None
patent: WO 02/08946 (2002-01-01), None
patent: WO0205508 (2002-01-01), None
patent: WO 02/073331 (2002-09-01), None
patent: WO03032226 (2003-04-01), None
DaycoStatement Regarding Related Applications.
M.J. Allend and J.P. Furming, “Methods for Using Global Position System to Find Close Services”, IBM Technical Disclosure Bulletin, Jan. 1998, pp. 693, vol. 41 No. 1.
Alban, Oscar, Customer interaction monitoring: your key to measuring service performance, Australian Banking & Finance, vol. 10, No. 6, Apr. 18, 2001.
Click2Coach Web Pages, Retrieved from www.envisiontelephony.com, 2001.
eOn Communications and Eyretel Partner to Deliver Performance Improvement For Contact Centers, PR Newswire, Apr. 4, 2002.
Feasel, Marnie et al., Training Can Produce Better Reps, Call Center Solutions, vol. 17, No. 4, Oct. 1998. pp. 138-143.
Kelly Services Expands KellyConnect Call Center Solution, PR Newswire, Jan. 14, 2002.
Kelly Services Offers Improved Call Center Solution. PR Newswire. Apr. 24, 2000.
Knowlagent and Eyretel Partner to Deliver Integrated E-Learning Platform to Global Clients, PR Newswire, May 10, 2001.
Primus Taps OutSights to Deliver Expertise to Customers Shifting to Knowledge-Based Support, Business Wire, Jun. 29, 1998.
Rosati, Marlene et al., Measuring the Reality of the Customer Experience, Customer Interaction Solutions, May 2002, pp. 36-43.
Televista Integrates eLearning and Quality Monitoring The Ascent Group, Inc. Call Center E-Journal, Aug. 2001.
Office Action issued by U.S. Appl. No. 10/306,705, dated Oct. 9, 2007.
Office Action issued by EPO on Application No. 03808324.2-2221 dated Jul. 30, 2007 regarding summons to attend oral proceedings on Dec. 13, 2007.
Cunliffe, Alison, Super systems capture expertise of the specialist Toronto Star, Nov. 2, 1986.
Emvolve Performance Manager Release 1.5 Customer Inter@action Solutions, vol. 20, No. 5, Nov. 20, 2001, pp. 53-56.
ServiceSoft Delivers “Smart Answers
Adams Kevin
Bell Randy
Farrell Daniel C
Fenton Craig
Forrester Audrey
Accenture Global Services GmbH
BT Group PLC
Buchanan Christopher
Oppenheimer Wolff & Donnelly LLP
Zeender F.
LandOfFree
Content feedback in a multiple-owner content management system does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Content feedback in a multiple-owner content management system, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Content feedback in a multiple-owner content management system will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4019493