Randy Lynn Bell

US Patent:

7062505, Jun 13, 2006

Filed:

Nov 27, 2002

Appl. No.:

10/305835

Inventors:

David P Lane - London, GB
Gregory S Reid - Boxford MA, US
Timothy Ringo - London, GB
Elizabeth H Lian - Brookline MA, US
Daniel C Farrell - London, GB
Craig Fenton - London, GB
Elise Shearing - London, GB
Randy Bell - Ottawa IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Mearnskirk, GB
Claudia Staubitz - Woodbridge, GB
Kevin Adams - Stoke-On-Trent, GB
Lesley Pickering - Liverpool, GB
Paul Ritchie - Liverpool, GB

Assignee:

Accenture Global Services GmbH - Schaffhausen

International Classification:

G06F 17/00

US Classification:

707102, 707 1, 707 3, 707100, 707200

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.

US Patent:

7200614, Apr 3, 2007

Filed:

Nov 27, 2002

Appl. No.:

10/306577

Inventors:

Gregory S Reid - Boxford MA, US
Timothy Ringo - London, GB
David P Lane - London, GB
Elizabeth H Lian - Brookline MA, US
Daniel C Farrell - London, GB
Craig Fenton - London, GB
Elise Shearing - London, GB
Randy Bell - Ottawa IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Mearnskirk, GB

Assignee:

Accenture Global Services GmbH - Schaffhausen

International Classification:

G06F 17/30

US Classification:

7071041, 37926506, 37926509

Abstract:

A dual information system for a representative of a contact center includes a first set of information directed for reference by the representative while the representative is online with a customer and a second set of information directed for reference or capability enhancement by the representative while the representative is offline from customers wherein the second set of information includes information automatically directed to the representative based on the representative's online contact with the customer. One of these sets of information may enhance role-based capabilities of the representative.

US Patent:

7418403, Aug 26, 2008

Filed:

Nov 27, 2002

Appl. No.:

10/306025

Inventors:

Gregory S Reid - Boxford MA, US
Timothy Ringo - London, GB
David P Lane - London, GB
Elizabeth H Lian - Brookline MA, US
Daniel C Farrell - London, GB
Craig Fenton - London, GB
Elise Shearing - London, GB
Randy Bell - Ottawa IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Mearnskirk, GB
Claudia Staubitz - Woodbridge, GB
Kevin Adams - Stoke-on-Trent, GB
Lesley Pickering - Liverpool, GB
Paul Ritchie - Liverpool, GB

Assignee:

BT Group PLC - London
Accenture Global Services GmbH - Schaffhausen

International Classification:

G06Q 30/00

US Classification:

705 26, 705 27, 705 11, 705 7

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.

US Patent:

7502997, Mar 10, 2009

Filed:

Nov 27, 2002

Appl. No.:

10/306563

Inventors:

Gregory S Reid - Boxford MA, US
Timothy Ringo - London, GB
David P Lane - London, GB
Elizabeth H Lian - Brookline MA, US
Daniel C Farrell - London, GB
Craig Fenton - London, GB
Elise Shearing - London, GB
Randy Bell - Ottawa IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Mearnskirk, GB

Assignee:

Accenture Global Services GmbH - Schaffhausen

International Classification:

G06F 17/00

US Classification:

715243, 715234, 715255, 715751, 705 1, 719316

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.

US Patent:

7769622, Aug 3, 2010

Filed:

Nov 27, 2002

Appl. No.:

10/305858

Inventors:

Gregory S Reid - Boxford MA, US
Timothy Ringo - London, GB
David P Lane - London, GB
Elizabeth H Lian - Brookline MA, US
Daniel C Farrell - London, GB
Craig Fenton - London, GB
Elise Shearing - London, GB
Randy Bell - Ottawa IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Mearnskirk, GB
Claudia Staubitz - Woodbridge, GB
Kevin Adams - Stoke-On-Trent, GB
Lesley Pickering - Liverpool, GB
Paul Ritchie - Liverpool, GB

Assignee:

BT Group PLC - London
Accenture Global Services GmbH - Schaffhausen

International Classification:

G06F 17/30

US Classification:

705 10

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.

US Patent:

8090624, Jan 3, 2012

Filed:

Jul 24, 2008

Appl. No.:

12/179429

Inventors:

Gregory S Reid - Boxford MA, US
Timothy Ringo - London, GB
David P Lane - London, GB
Elizabeth H Lian - Brookline MA, US
Daniel C Farrell - London, GB
Craig Fenton - London, GB
Elise Shearing - London, GB
Randy Bell - Ottawa IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Mearnskirk, GB
Claudia Staubitz - Woodbridge, GB
Kevin Adams - Stoke-on-Trent, GB
Lesley Pickering - Liverpool, GB
Paul Ritchie - Liverpool, GB

Assignee:

Accenture Global Services GmbH

International Classification:

G06Q 30/00

US Classification:

705 261, 705 271, 705 711

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.

US Patent:

8275811, Sep 25, 2012

Filed:

Nov 27, 2002

Appl. No.:

10/306248

Inventors:

Gregory S. Reid - Boxford MA, US
Timothy Ringo - London, GB
David P. Lane - London, GB
Elizabeth H. Lian - Brookline MA, US
Daniel C. Farrell - London, GB
Craig Fenton - London, GB
Elise Shearing - London, GB
Randy Bell - Ottawa IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Mearnskirk, GB
S. William Ives - Marblehead MA, US

Assignee:

Accenture Global Services Limited - Dublin

International Classification:

G06F 17/30

US Classification:

707805, 707790, 707705

Abstract:

A contact center system features: testing comprehension of informational messages with a quiz; capturing insight of users having a KPI score above a threshold by having them describe why they perform so well; dynamically ordering issue solutions by re-ranking the solutions periodically based on recency and frequency; integrating information used by a contact center representative while online with a customer and information for use when not online; storing content in a telecommunications industry taxonomy; directing 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 and reference material that is context-appropriate; enforcing completion of templates when creating a content item to be published; ensuring a group of templates are complete before publishing them; and searching within a contact center system portal using a continuum of search functions.

US Patent:

8572058, Oct 29, 2013

Filed:

Nov 27, 2002

Appl. No.:

10/306386

Inventors:

Gregory S Reid - Boxford MA, US
Timothy Ringo - London, GB
David P Lane - London, GB
Elizabeth H Lian - Brookline MA, US
Daniel C Farrell - London, GB
Craig Fenton - London, GB
Elise Shearing - London, GB
Randy Bell - Ottawa IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Mearnskirk, GB
Claudia Staubitz - Woodbridge, GB
Kevin Adams - Stoke-On-Trent, GB
Lesley Pickering - Liverpool, GB
Paul Ritchie - Liverpool, GB

Assignee:

Accenture Global Services Limited - Dublin

International Classification:

G06F 17/30

US Classification:

707705

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.

Address:

2545 SE 175 Ter, Silver Spgs, FL 34488

VIN:

1FMZK02187GA12739

Make:

FORD

Model:

FREESTYLE

Year:

2007