The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Apr. 03, 2007
Filed:
Nov. 27, 2002
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;
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;
Accenture Global Services GmbH, Schaffhausen, CH;
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.