Content management system for the telecommunications industry

Details Content management system for the telecommunications industry Content management system for the telecommunications industry

2006-06-13

2006-06-13

Alam, Shahid (Department: 2162)

Data processing: database and file management or data structures

Database design

Data structure types

C707S793000, C707S793000, C707S793000, C707S793000

Reexamination Certificate

active

07062505

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.

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