Patents by Inventor Elizabeth H Lian

Elizabeth H Lian has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Content feedback in a multiple-owner content management system
    Patent number: 9785906
    Abstract: New functions for a contact center system include: testing user's comprehension of informational messages; capturing insight users having a KPI score above a threshold by having those users submit information on why they perform 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 and reference material that's 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 ce
    Type: Grant
    Filed: December 7, 2011
    Date of Patent: October 10, 2017
    Assignee: Accenture Global Services Limited
    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
  • Searching within a contact center portal
    Patent number: 9396473
    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: July 19, 2016
    Assignees: Accenture Global Services Limited, British Telecommunications PLC
    Inventors: David P Lane, Gregory S Reid, Timothy Ringo, 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
  • Presenting linked information in a CRM system
    Patent number: 8572058
    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: October 29, 2013
    Assignee: Accenture Global Services Limited
    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
  • Communicating solution information in a knowledge management system
    Patent number: 8275811
    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.
    Type: Grant
    Filed: November 27, 2002
    Date of Patent: September 25, 2012
    Assignee: Accenture Global Services Limited
    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, S. William Ives
  • CONTENT FEEDBACK IN A MULTIPLE-OWNER CONTENT MANAGEMENT SYSTEM
    Publication number: 20120150574
    Abstract: New functions for a contact center system include: testing user's comprehension of informational messages; capturing insight users having a KPI score above a threshold by having those users submit information on why they perform 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 and reference material that's 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 ce
    Type: Application
    Filed: December 7, 2011
    Publication date: June 14, 2012
    Applicant: Accenture LLP
    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, Andrey Forrester, Claudia Staubitz, Kevin Adams, Lesley Pickering, Paul Ritchie
  • Content feedback in a multiple-owner content management system
    Patent number: 8090624
    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: July 24, 2008
    Date of Patent: January 3, 2012
    Assignee: 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
  • 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
  • Ensuring completeness when publishing to a content management system
    Patent number: 7502997
    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: March 10, 2009
    Assignee: 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
  • CONTENT FEEDBACK IN A MULTIPLE-OWNER CONTENT MANAGEMENT SYSTEM
    Publication number: 20080288534
    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: Application
    Filed: July 24, 2008
    Publication date: November 20, 2008
    Applicant: Accenture LLP
    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
  • Enforcing template completion when publishing to a content management system
    Patent number: 7395499
    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: July 1, 2008
    Assignee: Accenture Global Services GmbH
    Inventors: David P. Lane, Gregory S. Reid, Timothy A. Ringo, Elizabeth H. Lian, Daniel C. Farrell, Craig Fenton, Elise Clarke, Randy Bell, Sevasti Wong, Anthony Lingham, Audrey Forrester
  • Dual information system for contact center users
    Patent number: 7200614
    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.
    Type: Grant
    Filed: November 27, 2002
    Date of Patent: April 3, 2007
    Assignee: 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
  • Content management system for the telecommunications industry
    Patent number: 7062505
    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: June 13, 2006
    Assignee: Accenture Global Services GmbH
    Inventors: David P Lane, Gregory S Reid, Timothy Ringo, 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
  • Searching within a contact center portal
    Publication number: 20040162812
    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: Application
    Filed: November 27, 2002
    Publication date: August 19, 2004
    Inventors: David P. Lane, Gregory S. Reid, Timothy Ringo, 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
  • Presenting linked information in a CRM system
    Publication number: 20040162800
    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: Application
    Filed: November 27, 2002
    Publication date: August 19, 2004
    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
  • Dual information system for contact center users
    Publication number: 20040162801
    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: Application
    Filed: November 27, 2002
    Publication date: August 19, 2004
    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
  • Communicating solution information in a knowledge management system
    Publication number: 20040153428
    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: Application
    Filed: November 27, 2002
    Publication date: August 5, 2004
    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, S. William Ives
  • Ensuring completeness when publishing to a content management system
    Publication number: 20040128611
    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: Application
    Filed: November 27, 2002
    Publication date: July 1, 2004
    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
  • Content management system for the telecommunications industry
    Publication number: 20040128294
    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: Application
    Filed: November 27, 2002
    Publication date: July 1, 2004
    Inventors: DAVID P. LANE, GREGORY S REID, TIMOTHY RINGO, 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
  • Dynamically ordering solutions
    Publication number: 20040100493
    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: Application
    Filed: November 27, 2002
    Publication date: May 27, 2004
    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