Accenture Global Services Gmbh

Robert Wayne Honts

Anuj Bhalla

Terry Lynn Walls

Robert E Wollan

Stephanie D Sadowski

Allen J Delattre

Vukieali Amonju

Charles J Forsythe

Daniel G Andrews

Matthew Dean Logering

John J Murray, Ii

According to an example, connections may be routed in a contact center by determining if a current connection from a customer terminal to the contact center is a repeat connection or a first connection. In response to determining that the connection is a repeat connection, the repeat connection is routed to an originating agent terminal when an originating agent is verified as employed, logged-in, and available. In response to determining that the connection is a first connection, the first connection is routed to a best available agent terminal.

Connection routing system

A churn analysis system helps a business analyze, predict, and reduce customer churn. The system analyzes customer experiences by using an insightful block level approach to correlate customer experience with customer churn. Through the block level approach, the system is able to more accurately predict and effectively reduce future customer churn. As a result, businesses are able to reduce customer acquisition costs and improve customer retention rates.

Churn analysis system

A digital footprint driven multi-channel integrated support system assists a user in managing electronic components based on his or her digital footprint. The digital footprint driven multi-channel integrated support system delivers a dramatically improved 'digital home support' experience across multiple support channels (e.g., 'on-the-box', web, IVR, agent voice, agent chat, agent email, and more). The digital footprint driven multi-channel integrated support system generates, displays, and uses a &#x2018;digital footprint&#x2019; of the components within the home, such as computer hardware/software, computer peripherals, audio/visual equipment, gaming hardware/software, home security hardware/software, or other electronic components.

Digital footprint driven multi-channel integrated support system

Growing community of inventors

Austin, TX, United States of America

Robert Wayne Honts