Patents by Inventor Robert Wayne Honts

Robert Wayne Honts has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Connection routing system
    Patent number: 9894208
    Abstract: 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.
    Type: Grant
    Filed: December 9, 2015
    Date of Patent: February 13, 2018
    Assignee: ACCENTURE GLOBAL SERVICES LIMITED
    Inventors: Terry L. Walls, Anuj Bhalla, Robert Wayne Honts
  • CONNECTION ROUTING SYSTEM
    Publication number: 20160088157
    Abstract: 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.
    Type: Application
    Filed: December 9, 2015
    Publication date: March 24, 2016
    Applicant: ACCENTURE GLOBAL SERVICES LIMITED
    Inventors: Terry L. WALLS, Anuj BHALLA, Robert Wayne HONTS
  • Connection routing system
    Patent number: 9247065
    Abstract: 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.
    Type: Grant
    Filed: September 15, 2014
    Date of Patent: January 26, 2016
    Assignee: ACCENTURE GLOBAL SERVICES LIMITED
    Inventors: Terry L. Walls, Anuj Bhalla, Robert Wayne Honts
  • CONNECTION ROUTING SYSTEM
    Publication number: 20150078547
    Abstract: 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.
    Type: Application
    Filed: September 15, 2014
    Publication date: March 19, 2015
    Applicant: ACCENTURE GLOBAL SERVICES LIMITED
    Inventors: Terry L. WALLS, Anuj Bhalla, Robert Wayne Honts
  • Churn analysis system
    Patent number: 8630892
    Abstract: 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.
    Type: Grant
    Filed: March 30, 2012
    Date of Patent: January 14, 2014
    Assignee: Accenture Global Services Limited
    Inventors: Anuj Bhalla, Vukieali Amonju, Terry Lynn Walls, Robert Wayne Honts, Matthew Dean Logering
  • CHURN ANALYSIS SYSTEM
    Publication number: 20130054306
    Abstract: 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.
    Type: Application
    Filed: March 30, 2012
    Publication date: February 28, 2013
    Inventors: Anuj Bhalla, Vukieali Amonju, Terry Lynn Walls, Robert Wayne Honts, Matthew Dean Logering