SYSTEM AND METHOD FOR CONDUCTING REAL-TIME AND HISTORICAL ANALYSIS OF COMPLEX CUSTOMER CARE PROCESSES
First Claim
1. A system for conducting real-time analysis of complex customer care processes, the system comprising:
- an event collector software module operating on a network-attached computer and adapted to receive events in real time from a plurality of event sources;
a complex event processing software module operating on a network-attached computer located remotely from the contact center associated with the enterprise and operated by a network service provider independent of the enterprise and adapted to receive real-time events from the event collector software module;
a network-attached distributed data storage layer;
a business analytics software module operating on a network-attached computer and adapted to receive and process data from the distributed data storage layer;
a distributed configuration software module operating on a network-attached computer; and
a user interface software module operating on a network-attached computer and adapted to receive analytics results from the business analytics software module;
wherein the event collector further comprises at least an interface adapted to receive events delivered via a packet-based data network and a module for converting events from a first event data protocol into a second event data protocol;
wherein the complex event processing software module comprises an event queue adapted to buffer incoming events from the event collector software module and the complex event processing software module is further adapted to maintain a state machine based at least in part on a plurality of related events received via the event queue;
wherein the complex event processor carries out a process comprising the steps of;
(a) enqueuing incoming events in the event queue as they are received in real time from the event collector software module;
(b) dequeuing events from the event queue singly;
(c) passing the dequeued events to an event processor;
(d) processing the dequeued events in the event processor; and
(e) updating the state machine based at least on a result of step (d); and
wherein upon receiving an event from an event source, the event collector software module at least converts the event into a standard event data format suitable for use by the complex event processing software module and extracts or masks sensitive data from the event based on privacy rules maintained by the distributed configuration software module.
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Accused Products
Abstract
A system for conducting real-time and historical analysis of complex customer care processes, comprising an event collector software module, a complex event processing software module adapted to receive events from the event collector software module, a distributed data storage layer, a business analytics software module adapted to receive and process data from the distributed data storage layer, a distributed configuration software module, and a user interface software module adapted to receive analytics results from the business analytics software module.
Upon receiving an event from an event source, the event collector software module at least converts the event into a standard event data format suitable for use by the complex event processing software module and extracts or masks sensitive data from the event based on privacy rules maintained by the distributed configuration software module.
111 Citations
16 Claims
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1. A system for conducting real-time analysis of complex customer care processes, the system comprising:
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an event collector software module operating on a network-attached computer and adapted to receive events in real time from a plurality of event sources; a complex event processing software module operating on a network-attached computer located remotely from the contact center associated with the enterprise and operated by a network service provider independent of the enterprise and adapted to receive real-time events from the event collector software module; a network-attached distributed data storage layer; a business analytics software module operating on a network-attached computer and adapted to receive and process data from the distributed data storage layer; a distributed configuration software module operating on a network-attached computer; and a user interface software module operating on a network-attached computer and adapted to receive analytics results from the business analytics software module; wherein the event collector further comprises at least an interface adapted to receive events delivered via a packet-based data network and a module for converting events from a first event data protocol into a second event data protocol; wherein the complex event processing software module comprises an event queue adapted to buffer incoming events from the event collector software module and the complex event processing software module is further adapted to maintain a state machine based at least in part on a plurality of related events received via the event queue; wherein the complex event processor carries out a process comprising the steps of; (a) enqueuing incoming events in the event queue as they are received in real time from the event collector software module; (b) dequeuing events from the event queue singly; (c) passing the dequeued events to an event processor; (d) processing the dequeued events in the event processor; and (e) updating the state machine based at least on a result of step (d); and wherein upon receiving an event from an event source, the event collector software module at least converts the event into a standard event data format suitable for use by the complex event processing software module and extracts or masks sensitive data from the event based on privacy rules maintained by the distributed configuration software module. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A method for conducting real-time and historical analysis of complex customer care processes, the method comprising the steps of:
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(a) receiving a plurality of events at an event collector software module operating on a network-attached computer, wherein the event collector further comprises at least an interface adapted to receive events delivered via a packet-based data network and a module for converting events from a first event data protocol into a second event data protocol; (b) transforming the event using the event collector software module from a format in which it was received into a second event format; (c) receiving real-time events in the second event format from the event collector at a complex event software module stored and operating on a network-attached computer; wherein the complex event processing software module comprises an event queue adapted to buffer incoming events from the event collector software module and the complex event processing software module is further adapted to maintain a state machine based at least in part on a plurality of related events received via the event queue; wherein the complex event processor carries out a process comprising the steps of; (1) enqueuing incoming events in the event queue as they are received in real time from the event collector software module; (2) dequeuing events from the event queue singly; (3) passing the dequeued events to an event processor; (4) processing the dequeued events in the event processor; and (5) updating the state machine based at least on a result of step (d); (d) based at least on the event received, passing state model events or metaevents from the complex event processing software module to a network-attached distributed data storage layer, the state model events based on changes in the state machines of the affected objects and the metaevents based on one or more previously received events or the received event; and (e) using the state model events and metaevents in a business analytics software module operating on a network-attached computer. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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Specification