Patents Assigned to BT Group PLC
  • System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator
    Patent number: 7769622
    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
    Type: Grant
    Filed: November 27, 2002
    Date of Patent: August 3, 2010
    Assignees: BT Group PLC, Accenture Global Services GmbH
    Inventors: Gregory S Reid, Timothy Ringo, David P Lane, Elizabeth H Lian, Daniel C Farrell, Craig Fenton, Elise Shearing, Randy Bell, Sevasti Wong, Anthony Lingham, Audrey Forrester, Claudia Staubitz, Kevin Adams, Lesley Pickering, Paul Ritchie
  • Content feedback in a multiple-owner content management system
    Patent number: 7418403
    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
    Type: Grant
    Filed: November 27, 2002
    Date of Patent: August 26, 2008
    Assignees: BT Group PLC, Accenture Global Services GmbH
    Inventors: Gregory S Reid, Timothy Ringo, David P Lane, Elizabeth H Lian, Daniel C Farrell, Craig Fenton, Elise Shearing, Randy Bell, Sevasti Wong, Anthony Lingham, Audrey Forrester, Claudia Staubitz, Kevin Adams, Lesley Pickering, Paul Ritchie