WO2004049097A3 - Content feedback in a multiple-owner content management system - Google Patents

Content feedback in a multiple-owner content management system Download PDF

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Publication number
WO2004049097A3
WO2004049097A3 PCT/IB2003/006465 IB0306465W WO2004049097A3 WO 2004049097 A3 WO2004049097 A3 WO 2004049097A3 IB 0306465 W IB0306465 W IB 0306465W WO 2004049097 A3 WO2004049097 A3 WO 2004049097A3
Authority
WO
WIPO (PCT)
Prior art keywords
content
items
user
owner
region
Prior art date
Application number
PCT/IB2003/006465
Other languages
French (fr)
Other versions
WO2004049097A2 (en
Inventor
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
Original Assignee
Accenture Global Services Gmbh
Bt Group Plc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US10/306,025 external-priority patent/US7418403B2/en
Priority claimed from US10/306,386 external-priority patent/US8572058B2/en
Priority claimed from US10/305,835 external-priority patent/US7062505B2/en
Application filed by Accenture Global Services Gmbh, Bt Group Plc filed Critical Accenture Global Services Gmbh
Priority to AU2003302349A priority Critical patent/AU2003302349B2/en
Priority to EP03808332A priority patent/EP1570401A2/en
Priority to CA2507633A priority patent/CA2507633C/en
Priority to JP2004554864A priority patent/JP5065573B2/en
Publication of WO2004049097A2 publication Critical patent/WO2004049097A2/en
Publication of WO2004049097A3 publication Critical patent/WO2004049097A3/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising

Abstract

A computer system may include a contact center interface and a presentation interface. The contact center interface may provide a user with access to a contact center application, which manages and renders information pertaining to customer­centric problems. The presentation interface may provide the user with access to a content management system (or knowledge management system) for information regarding goods, services and associated support. The computer system may display two simultaneously visible content regions, where the operations in one content region are independent of operations in the second content region. One of the content regions may reflect the contact center interface while the other content region may reflect the information application interface. The two content regions may be dynamic such that while the regions are independent, the content displayed within one content region is context-appropriate to the other content region. Such a system may also include a display region for an instant messaging tool. The content management system may include a database having a set of content items stored in a taxonomy, where the taxonomy has at least two primary categories. The categories may associate items that represent products, items that represent services, items that represent information for campaigns, items that represent information for user procedures, and/or items that represent user intentions (customer needs). Each content item in the database may be associated to one or more content­owners. A user may submit feedback for one of the content items. That feedback may be routed to the content-owner associated to the content item without requiring the user to know or to determine who the content-owner is. The content owner may be: a content author, a content manager, an advocate for the content owner, or a team of people. The feedback may be a comment explaining any errors in the content item, a rating of the usefulness of the content item, or a comment for content improvement.
PCT/IB2003/006465 2002-11-27 2003-11-26 Content feedback in a multiple-owner content management system WO2004049097A2 (en)

Priority Applications (4)

Application Number Priority Date Filing Date Title
AU2003302349A AU2003302349B2 (en) 2002-11-27 2003-11-26 Content feedback in a multiple-owner content management system
EP03808332A EP1570401A2 (en) 2002-11-27 2003-11-26 Content feedback in a multiple-owner content management system
CA2507633A CA2507633C (en) 2002-11-27 2003-11-26 Content management system
JP2004554864A JP5065573B2 (en) 2002-11-27 2003-11-26 Content feedback in a multi-owner content management system

Applications Claiming Priority (6)

Application Number Priority Date Filing Date Title
US10/306,025 US7418403B2 (en) 2002-11-27 2002-11-27 Content feedback in a multiple-owner content management system
US10/306,386 US8572058B2 (en) 2002-11-27 2002-11-27 Presenting linked information in a CRM system
US10/305,835 US7062505B2 (en) 2002-11-27 2002-11-27 Content management system for the telecommunications industry
US10/305,835 2002-11-27
US10/306,386 2002-11-27
US10/306,025 2002-11-27

Publications (2)

Publication Number Publication Date
WO2004049097A2 WO2004049097A2 (en) 2004-06-10
WO2004049097A3 true WO2004049097A3 (en) 2004-10-07

Family

ID=32397930

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/IB2003/006465 WO2004049097A2 (en) 2002-11-27 2003-11-26 Content feedback in a multiple-owner content management system

Country Status (5)

Country Link
EP (1) EP1570401A2 (en)
JP (1) JP5065573B2 (en)
AU (1) AU2003302349B2 (en)
CA (1) CA2507633C (en)
WO (1) WO2004049097A2 (en)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7769622B2 (en) 2002-11-27 2010-08-03 Bt Group Plc System and method for capturing and publishing insight of contact center users whose performance is above a reference key performance indicator
US7418403B2 (en) 2002-11-27 2008-08-26 Bt Group Plc Content feedback in a multiple-owner content management system
US20070266151A1 (en) * 2006-05-15 2007-11-15 Liam Friedland Method and system for display area optimization in a role-based user interface
US20070266330A1 (en) * 2006-05-15 2007-11-15 Liam Friedland Method and system for role-based user interface navigation
US7502831B1 (en) 2008-03-10 2009-03-10 International Business Machines Corporation System and method of sending and receiving categorized messages in instant messaging environment

Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2002008946A2 (en) * 2000-07-24 2002-01-31 Protigen, Inc. A method and system for a document search system using search criteria comprised of ratings prepared by experts
EP1241596A2 (en) * 2001-02-22 2002-09-18 Kanisa Inc. Customer relationship management system and method
DE10244726A1 (en) * 2001-09-27 2003-07-24 I2 Technologies Inc Electronic trade system for production, actualization and management of multi-taxonomy environments enabling customers to search for goods within a classification system and compare offers from different suppliers

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JPH1083386A (en) * 1996-02-29 1998-03-31 Toshiba Corp Information sharing support system
US6025844A (en) * 1997-06-12 2000-02-15 Netscape Communications Corporation Method and system for creating dynamic link views
JPH11346266A (en) * 1998-06-02 1999-12-14 Hitachi Ltd Computer telephony integration system and information providing device and switchboard controller and storage medium used for the same
US6782383B2 (en) * 2001-06-18 2004-08-24 Siebel Systems, Inc. System and method to implement a persistent and dismissible search center frame

Patent Citations (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2002008946A2 (en) * 2000-07-24 2002-01-31 Protigen, Inc. A method and system for a document search system using search criteria comprised of ratings prepared by experts
EP1241596A2 (en) * 2001-02-22 2002-09-18 Kanisa Inc. Customer relationship management system and method
DE10244726A1 (en) * 2001-09-27 2003-07-24 I2 Technologies Inc Electronic trade system for production, actualization and management of multi-taxonomy environments enabling customers to search for goods within a classification system and compare offers from different suppliers

Also Published As

Publication number Publication date
CA2507633C (en) 2013-02-12
JP5065573B2 (en) 2012-11-07
WO2004049097A2 (en) 2004-06-10
CA2507633A1 (en) 2004-06-10
AU2003302349B2 (en) 2008-08-28
AU2003302349A1 (en) 2004-06-18
JP2006515087A (en) 2006-05-18
AU2003302349A8 (en) 2004-06-18
EP1570401A2 (en) 2005-09-07

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