Method, system and program product for reporting a call level view of a customer interaction with a contact center
First Claim
1. A method for reporting a call level view of a customer interaction with a contact center, said method comprising the steps of:
- pulling data relating to a customer interaction from a plurality of source systems;
parsing said data that is pulled and applying business rules thereto;
chronologically reassembling in a data warehouse said data that is parsed;
summarizing said data that is reassembled; and
generating one or more reports from said data that is summarized.
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Accused Products
Abstract
A method and program product for reporting a call level view of a customer interaction with a contact center is provided. The method includes pulling data relating to a customer interaction from multiple source systems, parsing the data that is pulled and applying business rules thereto. The method further includes chronologically reassembling in a data warehouse the parsed data, summarizing the data that is reassembled and generating one or more reports from the summarized data. In an embodiment, the pulling step further includes collecting the data from the multiple source systems and storing the collected data in the data warehouse. In an embodiment, the parsing step includes parsing the data using a parsing engine. Further, the generating step includes analyzing the summarized data for ascertaining any relationships, patterns and associations in order to facilitate decisions that promote business development and optimize performance of the contact center.
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Citations
24 Claims
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1. A method for reporting a call level view of a customer interaction with a contact center, said method comprising the steps of:
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pulling data relating to a customer interaction from a plurality of source systems; parsing said data that is pulled and applying business rules thereto; chronologically reassembling in a data warehouse said data that is parsed; summarizing said data that is reassembled; and generating one or more reports from said data that is summarized. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for reporting a call level view of a customer interaction with a contact center, comprising:
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a data collection tool configured to collect data from a plurality of source systems relating to a customer interaction with a contact center; a parsing engine configured to parse said data collected and for applying business rules to said data collected, said parsing engine being configured to chronologically reassemble and summarize said data, said parsing engine being coupled to said data collection tool; a data warehouse component configured to store said summarized data, said data warehouse component being coupled to said data collection tool and said parsing engine; an analytics component configured to analyze said summarized data for any relationships, patterns and associations, said analytics component being coupled to said data warehouse and said parsing engine; and a report generation component configured to create one or more reports from said summarized data that is analyzed. - View Dependent Claims (10, 11, 12, 13, 14)
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15. A computer program product for reporting a call level view of a customer interaction with a contact center, said computer program product comprising:
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a computer readable medium; first program instructions to collect data relating to a customer interaction from a plurality of source systems; second program instructions to parse said data that is collected and to apply business rules thereto, said second program instructions including instructions to chronologically reassemble and summarize in a data warehouse said data that is parsed; third program instructions to analyze said data that is summarized and to generate one or more reports from said data; and
wherein said first, second and third program instructions are stored on said computer readable medium. - View Dependent Claims (16, 17, 18, 19, 20)
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21. A process for deploying computing infrastructure comprising integrating computer-readable code into a computing system, wherein said code in combination with said computing system is capable of performing a process for reporting a call level view of a customer interaction with a contact center, said process comprising:
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collecting data from a plurality of source systems relating to a customer interaction with a contact center; storing said data that is collected in a data warehouse; pulling said data that is stored for a call level view of said customer interaction; parsing said data that is pulled and applying business rules thereto; chronologically reassembling in said data warehouse said data that is parsed; summarizing said data that is chronologically reassembled; and generating one or more reports from said data that is summarized. - View Dependent Claims (22, 23, 24)
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Specification