DataMart
First Claim
1. A computer implemented system for processing and managing data generated by a plurality of customer communications received by a business through a plurality of diverse business communication channels, each communication channel comprising a computerized system including an interface for communication with individual or business entity customers and a records database for recording information concerning communications with individual or business entity customers, said system including:
- a configuration component for instancing, in each of said records databases, specifications for data associated with each event involving a customer communication;
an extractor routine communicatively coupled with each of said contact records databases, said extractor routine extracts data concerning each event involving a customer communication from each of said contact records databases;
a transform routine communicatively coupled with said extractor routine, said transform routine receives data extracted by said extractor routine and transforms the data extracted by said extractor routine into data formatted according to an analysis protocol independent of protocols of said records databases;
a central database communicatively coupled with said transform routine, said central database is specially modeled on star schema, said central database receives and stores data transformed by said transform routine, storing said data in a specially modeled star schema; and
an analysis server communicatively coupled with said central database, said analysis server accesses and synthesizes said data in response to inquiries concerning customer communication events and generates reports of the synthesis.
4 Assignments
0 Petitions
Accused Products
Abstract
Disclosed is a data collection and analysis system that is capable of extracting data from various disparate sources, i.e., contact channels, storing the data and analyzing the data to show trends in the business operation. The data is stored in a data model that uses a star schema approach to providing a unified data source. Analyzed data can be made available to users on a nearly real time basis that allows the users to view trends in business operation and plan accordingly.
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Citations
3 Claims
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1. A computer implemented system for processing and managing data generated by a plurality of customer communications received by a business through a plurality of diverse business communication channels, each communication channel comprising a computerized system including an interface for communication with individual or business entity customers and a records database for recording information concerning communications with individual or business entity customers, said system including:
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a configuration component for instancing, in each of said records databases, specifications for data associated with each event involving a customer communication;
an extractor routine communicatively coupled with each of said contact records databases, said extractor routine extracts data concerning each event involving a customer communication from each of said contact records databases;
a transform routine communicatively coupled with said extractor routine, said transform routine receives data extracted by said extractor routine and transforms the data extracted by said extractor routine into data formatted according to an analysis protocol independent of protocols of said records databases;
a central database communicatively coupled with said transform routine, said central database is specially modeled on star schema, said central database receives and stores data transformed by said transform routine, storing said data in a specially modeled star schema; and
an analysis server communicatively coupled with said central database, said analysis server accesses and synthesizes said data in response to inquiries concerning customer communication events and generates reports of the synthesis. - View Dependent Claims (2)
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3. A method in a computer system including routines for extraction of source data from a communication contact system, transformation of said data into a standardized format, loading the data in standardized format into a dynamic storage medium, and accessing the data in standardized format for purposes of analysis comprising:
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defining specifications for data;
imposing the specifications on one or more communication contact systems;
collecting in said communication contact systems, data complying with the specifications;
extracting from each of the communication contact system all data complying with the specifications;
transforming all extracted data to transformed data in a standardized format;
storing all transformed data in defined logical tables in a single database;
accessing the transformed data from the single database;
processing the transformed data according to inquiries by end users;
transmitting the results of the processing to end users.
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Specification