GREGORY SCOTT REID
Pilots at Bayns Hl Rd, Boxford, MA
License number
Massachusetts A3755823
Issued Date
Jul 2015
Expiration Date
Jul 2017
Category
Airmen
Type
Authorized Aircraft Instructor
Address
Address
27A Bayns Hill Rd, Boxford, MA 01921
Professional information
Presenting Linked Information In A Crm System
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
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.
Communicating Solution Information In A Knowledge Management System
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
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.
Content Management System For The Telecommunications Industry
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
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.
Enforcing Template Completion When Publishing To A Content Management System
US Patent:
7395499, Jul 1, 2008
Filed:
Nov 27, 2002
Appl. No.:
10/306026
Inventors:
David P. Lane - London, GB
Gregory S. Reid - Boxford MA, US
Timothy A. Ringo - London, GB
Elizabeth H. Lian - San Francisco CA, US
Daniel C. Farrell - London, GB
Craig Fenton - London, GB
Elise Clarke - London, GB
Randy Bell - Marseilles IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Newton Mearns, GB
Gregory S. Reid - Boxford MA, US
Timothy A. Ringo - London, GB
Elizabeth H. Lian - San Francisco CA, US
Daniel C. Farrell - London, GB
Craig Fenton - London, GB
Elise Clarke - London, GB
Randy Bell - Marseilles IL, US
Sevasti Wong - London, GB
Anthony Lingham - London, GB
Audrey Forrester - Newton Mearns, GB
Assignee:
Accenture Global Services GmbH - Schaffhausen
International Classification:
G06F 17/00
US Classification:
715243, 715234, 715255, 705 1
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.
Content Feedback In A Multiple-Owner Content Management System
US Patent:
2012015, Jun 14, 2012
Filed:
Dec 7, 2011
Appl. No.:
13/313316
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
Andrey Forrester - Mearnskirk, GB
Claudia Staubitz - Woodbridge, GB
Kevin Adams - Stoke-On-Trent, GB
Lesley Pickering - Liverpool, GB
Paul Ritchie - Liverpool, GB
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
Andrey Forrester - Mearnskirk, GB
Claudia Staubitz - Woodbridge, GB
Kevin Adams - Stoke-On-Trent, GB
Lesley Pickering - Liverpool, GB
Paul Ritchie - Liverpool, GB
Assignee:
Accenture LLP - Schaffhausen
International Classification:
G06Q 10/00
US Classification:
705 711
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 center system.
Content Feedback In A Multiple-Owner Content Management System
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
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
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.
Testing Information Comprehension Of Contact Center Users
US Patent:
2005001, Jan 20, 2005
Filed:
Nov 27, 2002
Appl. No.:
10/305811
Inventors:
Gregory Reid - Boxford MA, US
Timothy Ringo - London, GB
David Lane - London, GB
Elizabeth Lian - Brookline MA, US
Daniel 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
Timothy Ringo - London, GB
David Lane - London, GB
Elizabeth Lian - Brookline MA, US
Daniel 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
International Classification:
G09B003/00, G09B007/00
US Classification:
434322000, 434323000
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.
Ensuring Completeness When Publishing To A Content Management System
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
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.
Searching Within A Contact Center Portal
US Patent:
2004016, Aug 19, 2004
Filed:
Nov 27, 2002
Appl. No.:
10/306564
Inventors:
David Lane - London, GB
Gregory Reid - Boxford MA, US
Timothy Ringo - London, GB
Elizabeth Lian - Brookline MA, US
Daniel 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
Gregory Reid - Boxford MA, US
Timothy Ringo - London, GB
Elizabeth Lian - Brookline MA, US
Daniel 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
International Classification:
G06F007/00
US Classification:
707/003000
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.
Dual Information System For Contact Center Users
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
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.