Accenture Global Services Gmbh

Stephanie D Sadowski

Robert Wayne Honts

Robert E Wollan

Allen J Delattre

Daniel G Andrews

John J Murray, Ii

Charles J Forsythe

Joseph M Benvegnu

Robert W Honts

Ii Murray John J

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

An IVR system designer receives design specification data (which may be either state definition data or IVR system document data) and stores it in a database. A design specification report can be generated based on the stored design specification data. The report may correspond to a chosen period of time or it may correspond to chosen version of the IVR system. It may provide one or more of the following: a summary of a state within the IVR system, a listing of the previous states that lead to the current state, prompts for the state, inputs for the state, a listing of decision outcomes, key performance indicator triggers for the state, global commands that are active in the state, business units for which the state is applicable, a sample dialogues listing, test scripts listing for testing the IVR system, a change history listing for the system, a design flow diagram for the system, or pseudo-code listing for a portion of the system.

IVR system manager

Growing community of inventors

Charlotte, NC, United States of America

Stephanie D Sadowski