SYSTEM AND METHOD FOR INTEGRATED DATAMART DATA PROCESSING
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 business communication channels, each communication channel comprising a computerized system comprising 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 comprising:
- 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 records databases, said extractor routine extracting data concerning each event involving a customer communication from each of said records databases;
a transform routine communicatively coupled with said extractor routine, said transform routine receiving data extracted by said extractor routine and transforming the data extracted by said extractor routine into data formatted according to an analysis protocol that is independent of protocols of said records databases;
a central database communicatively coupled with said transform routine, said central database receiving and storing data transformed by said transform routine; and
an analysis server communicatively coupled with said central database, said analysis server accessing and synthesizing said data in response to inquiries concerning customer communication events and generating customer communication reports of the synthesis.
3 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 business communication channels, each communication channel comprising a computerized system comprising 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 comprising:
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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 records databases, said extractor routine extracting data concerning each event involving a customer communication from each of said records databases;
a transform routine communicatively coupled with said extractor routine, said transform routine receiving data extracted by said extractor routine and transforming the data extracted by said extractor routine into data formatted according to an analysis protocol that is independent of protocols of said records databases;
a central database communicatively coupled with said transform routine, said central database receiving and storing data transformed by said transform routine; and
an analysis server communicatively coupled with said central database, said analysis server accessing and synthesizing said data in response to inquiries concerning customer communication events and generating customer communication reports of the synthesis.
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2. A computer implemented system for processing and managing data generated by a plurality of customer communications received by a business through a plurality of business communication channels, each communication channel comprising a computerized system comprising 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, and comprising a schema of the central database, said schema comprising:
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a first set of data and a first set of attributes describing customer communications received through said communication channels;
a second set of data and a second set of attributes describing cases opened in response to customer communications received through said communication channels;
a third set of data and a third set of attributes describing resources which entertain customer communications received through said communication channels;
a fourth set of data and a fourth set of attributes describing summaries of contacts received through said communications channels;
a fifth set of data and a fifth set of attributes describing the state of the resources entertaining contacts received through said communications channels;
a sixth set of data and a sixth set of attributes describing messages transmitted through said communications channels;
a seventh set of data and a seventh set of attributes describing offers which may be directed to customers which have conducted communications received through said communications channels;
an eighth set of data and an eighth set of attributes describing a trunk group available to received communications through said communications channels; and
a ninth set of data and a ninth set of attributes describing interactive computer network communications received through said communications channels.
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3. A method in a computer system for collecting data from disparate sources and storing said data in a way that allows the data to be analyzed across different channels, said method comprising the steps of:
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defining specifications for data;
providing a routine for extraction of source data from one or more disparate communication contact systems, said extraction routine complying with the specifications;
transforming said data into a standardized format;
loading the data in said standardized format into a dynamic storage medium; and
accessing and analyzing the data in said standardized format.
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Specification