Method, system and program product for reporting a call level view of a customer interaction with a contact center

• US 7,818,195 B2
• Filed: 07/06/2006
• Issued: 10/19/2010
• Est. Priority Date: 07/06/2006
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Donnelly, James M., Coon, Robert E., Matthews, Michael S., Michelini, Vanessa V.
• Primary Examiner(s): Jeanty; Romain
• Application Number:
  US11/483,165
• Publication Number:
  US 20080021762A1
• Time in Patent Office: 1,566 Days
• Field of Search: 705 7- 9
• US Class Current: 705/7.42
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/06395 Quality analysis or management
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

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.

Claims

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 customer interactions from a plurality of source systems for a contact center by;

collecting said data from said plurality of source systems, and

storing said data that is collected in a data warehouse;

using a parsing engine to parse said data that is pulled;

applying business rules to said data that is parsed, wherein the business rules are applied to control a chronological reassembling of the data from the plurality of source systems to generate a start-to-finish call level view of all of the customer interactions with the contact center;

a computer chronologically reassembling in a data warehouse said data that has been parsed by the business rules;

summarizing said data that is reassembled; and

generating one or more reports from said data that is summarized, wherein said generating said one or more reports is performed by analyzing said data that is summarized in order to ascertain any relationships, patterns and associations in order to facilitate decisions that promote business development and optimize performance of the contact center.

2. The method according to claim 1, wherein said plurality of source systems comprises at least two systems from a group consisting of a telephony system, an interactive voice response (IVR) system, an electronic mail system, a web collaboration system, a facsimile system, and a wireless messaging system.

3. The method according to claim 1, wherein said plurality of source systems comprises a computer telephony integration (CTI) system, an interactive voice response (IVR) system, an electronic mail system, a web collaboration system, and a facsimile system.

4. The method according to claim 1, further comprising:

a software extract transform load (ETL) tool identifying data from a training call made to a new agent in the contact center; and

a software analytics tool utilizing the data pertaining to the training call made to the new agent to determine that further training is needed for the new agent.

5. The method according to claim 1, wherein said plurality of source systems comprises three of more systems from a group consisting of a computer telephony integration (CTI) system, an interactive voice response (IVR) system, an electronic mail system, a web collaboration system, and a facsimile system.

6. A system for reporting a call level view of a customer interaction with a contact center, comprising:

a data collection tool configured to collect data from a plurality of source systems relating to a customer interaction with a contact center, wherein the plurality of source system comprises at least two systems from a group consisting of a computer telephony integration (CTI) system, an interactive voice response (IVR) system, an electronic mail system, a web collaboration system, and a facsimile system;

a parsing engine configured to parse said data collected and for applying business rules to said data collected, wherein said business rules are applied to control a chronological reassembling of the data from the plurality of source systems to generate a start-to-finish call level view of all of the customer interactions with the contact center, wherein said parsing engine is configured to chronologically reassemble and summarize said data, and wherein said parsing engine is 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;

a report generation component configured to create one or more reports from said summarized data that is analyzed; and

an information delivery component configured to disseminate any reports generated in order to facilitate decisions that promote business development and optimize performance of said contact center.

7. The system according to claim 6, wherein said plurality of source systems comprises at least three of:

computing systems, telephony systems, interactive voice response (IVR) systems, workforce management applications, electronic mail systems, web collaboration systems, facsimile systems, wireless messaging systems, quality assurance applications and customer surveys.

8. The system according to claim 7, wherein said data comprises IVR segment data, agent segment data, other channel interaction data, agent quality assurance score, customer satisfaction survey, back office electronic ticket information and status.

9. The system according to claim 8, wherein said IVR segment data comprises business account number, personal telephone number, call identification, automatic number identification, automatic call distributor, dialed number string, transfer to agent, language code, call disposition code, exit code, application identification, menu identification, option identification backend request number, and backend result error number.

10. The system according to claim 9, wherein said agent segment data comprises at least one of:

interaction identification, average handle time, interaction disposition, transfer information, after call work time, call center identification, and agent identification.

11. A computer program product for reporting a call level view of a customer interaction with a contact center, said computer program product comprising:

a computer readable medium;

first program instructions to collect data relating to a customer interaction from a plurality of source systems, wherein the plurality of source system comprises at least two systems from a group consisting of a computer telephony integration (CTI) system, an interactive voice response (IVR) system, an electronic mail system, a web collaboration system, and a facsimile system, wherein said first program instructions include instructions to store said data collected from said plurality of source systems in said data warehouse;

second program instructions to parse said data that is collected and to apply business rules thereto, wherein the business rules are applied to control a chronological reassembling of the data from the plurality of source systems to generate a start-to-finish call level view of all of the customer interactions with the contact center, wherein said second program instructions including instructions to summarize in a data warehouse said data that is parsed, and wherein said second program instructions include instructions to analyze said data summarized for facilitating decisions that promote business development and optimize performance of said contact center;

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.

12. The computer program product according to claim 11, wherein said plurality of source systems comprises at least three of:

computing systems, telephony systems, interactive voice response (IVR) systems, workforce management applications, electronic mail systems, web collaboration systems, facsimile systems, wireless messaging systems, quality assurance applications and customer surveys.

13. The computer program product according to claim 12, wherein said data comprises IVR segment data, agent segment data, other channel interaction data, agent quality assurance score, customer satisfaction survey, back office electronic ticket information and status.

14. The computer program product according to claim 13, wherein said IVR segment data comprises business account number, personal telephone number, call identification, automatic number identification, automatic call distributor, dialed number string, transfer to agent, language code, call disposition code, exit code, application identification, menu identification, option identification backend request number, and backend result error number;

and wherein said agent segment data comprises at least one of;

interaction identification, average handle time, interaction disposition, transfer information, after call work time, call center identification, and agent identification.

15. 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:

collecting data from a plurality of source systems relating to a customer interaction with a contact center, wherein said plurality of source systems comprises at least two systems from a group consisting of a computer telephony integration (CTI) system, an interactive voice response (IVR) system, an electronic mail system, a web collaboration system, and a facsimile system;

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, wherein the business rules are applied to control a chronological reassembling of the data from the plurality of source systems to generate a start-to-finish call level view of all of the customer interactions with the contact center;

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, wherein said generating one or more reports is performed by analyzing said data that is summarized in order to facilitate decisions that promote business development and optimize performance of said contact center.

16. The process according to claim 15, wherein said plurality of source systems comprises at least one of:

computing systems, telephony systems, interactive voice response (IVR) systems, workforce management applications, electronic mail systems, web collaboration systems, facsimile systems, wireless messaging systems, quality assurance applications and customer surveys.

17. The process according to claim 16, wherein said data comprises at least one of:

IVR segment data, agent segment data, other channel interaction data, agent quality assurance score, customer satisfaction survey, back office electronic ticket information and status.