System and method for integrated data mart defining start schema model processing business contact data from multiple contact channels
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, the system including:
- at least one computer system implementing a configuration component for instancing, in the records databases, specifications for data associated with events involving a customer communication;
at least one computer system implementing an extractor routine, communicatively coupled with the records databases, the extractor routine extracting data concerning events involving a customer communication from the contact records databases;
at least one computer system implementing a transform routine communicatively coupled with the extractor routine, the transform routine receiving data extracted by the extractor routine and transforming the data extracted by the extractor routine into data formatted in format different from a format utilized by the records databases;
a central database communicatively coupled with the transform routine, the central database storing data in a star schema, the central database receiving and storing data transformed by the transform routine; and
an analysis server, communicatively coupled with the central database, the analysis server accessing and synthesizing the data in response to inquiries concerning customer communication events and generating reports of the synthesis;
wherein the communications channels include at least two different communication channels selected from a group comprising;
a telephone reception contact channel, a web collaboration contact channel, a Customer Relationships Management (CRM) contact channel, and an e-mail contact channel;
wherein the star schema includes one or more of;
a first central fact table containing data and a first set of attributes describing customer communications received through the communication channels, the first set of attributes drawing from ten dimension tables data describing the time of the communication, the date of the communication, the entity receiving the communication from the customer, the individual customer, the business entity customer, the resource entertaining the communication, the channel through which the communication was received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication;
a second central fact table containing data and a second set of attributes describing cases opened in response to customer communications received through the communication channels, the second set of attributes drawing from eleven dimension tables data describing;
the entity receiving the communication, the individual customer, the business entity customer, the date of the communication, the time of the communication, the resource entertaining the communication, the channel through which the communication was received, the subject of the communication, the subject area in which the communication is categorized, the priority of the communication, the product involved in the communication;
a third central fact table containing data and a third set of attributes describing resources which entertain customer communications received through the communication channels, the third set of attributes drawing from six dimension tables data describing;
the entity receiving the communication, the date of the communication, the time of the communication, the resource entertaining the communication, the channel through which the communication was received, the type of communication received;
a fourth central tact table containing data and a fourth set of attributes describing summaries of contacts received through the communications channels, the fourth set of attributes further drawing from nine dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the third party, the channel through which the communication was received, the type of contact received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication, the vendor supplying product;
a fifth central fact table containing data and a fifth set of attributes describing the state of the resources entertaining contacts received through the communications channels, the fifth set of attributes drawing from three dimension tables data describing the time of the communication, the date of the communication, the resource entertaining the communication;
a sixth central fact table containing data and sixth attributes describing email messaging transmitted through the communications channels, the sixth set of attributes drawing from five dimension tables data concerning;
the time of the communication, the date of the communication, the category of the communication, the status of the communication, the folder in which the communication is stored;
a seventh central fact table containing data and seventh set of attributes describing sales offers which may be directed to customers which have conducted communications received through the communications channels, the seventh set of attributes drawing from eleven dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the individual customer, the business entity customer, the resource entertaining the communication, the product involved in the communication, the sales campaign which could be initiated, the source responsible for generating the sales lead, the communications channel used to complete the sale, the next action needed to advance the sale;
an eighth central fact table containing data and an eighth set of attributes describing trunk group available to received communications through the communications channels, the eighth set of attributes drawing from four dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the trunk group; and
a ninth central fact table containing data and a ninth set of attributes describing interactive computer network communications received through the communications channels, the ninth set of attributes drawing from nine dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the resource entertaining the communication, the channel through which the communication was received, the type of communication received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication.
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.
118 Citations
3 Claims
-
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, the system including:
-
at least one computer system implementing a configuration component for instancing, in the records databases, specifications for data associated with events involving a customer communication; at least one computer system implementing an extractor routine, communicatively coupled with the records databases, the extractor routine extracting data concerning events involving a customer communication from the contact records databases; at least one computer system implementing a transform routine communicatively coupled with the extractor routine, the transform routine receiving data extracted by the extractor routine and transforming the data extracted by the extractor routine into data formatted in format different from a format utilized by the records databases; a central database communicatively coupled with the transform routine, the central database storing data in a star schema, the central database receiving and storing data transformed by the transform routine; and an analysis server, communicatively coupled with the central database, the analysis server accessing and synthesizing the data in response to inquiries concerning customer communication events and generating reports of the synthesis; wherein the communications channels include at least two different communication channels selected from a group comprising;
a telephone reception contact channel, a web collaboration contact channel, a Customer Relationships Management (CRM) contact channel, and an e-mail contact channel;wherein the star schema includes one or more of; a first central fact table containing data and a first set of attributes describing customer communications received through the communication channels, the first set of attributes drawing from ten dimension tables data describing the time of the communication, the date of the communication, the entity receiving the communication from the customer, the individual customer, the business entity customer, the resource entertaining the communication, the channel through which the communication was received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication; a second central fact table containing data and a second set of attributes describing cases opened in response to customer communications received through the communication channels, the second set of attributes drawing from eleven dimension tables data describing;
the entity receiving the communication, the individual customer, the business entity customer, the date of the communication, the time of the communication, the resource entertaining the communication, the channel through which the communication was received, the subject of the communication, the subject area in which the communication is categorized, the priority of the communication, the product involved in the communication;a third central fact table containing data and a third set of attributes describing resources which entertain customer communications received through the communication channels, the third set of attributes drawing from six dimension tables data describing;
the entity receiving the communication, the date of the communication, the time of the communication, the resource entertaining the communication, the channel through which the communication was received, the type of communication received;a fourth central tact table containing data and a fourth set of attributes describing summaries of contacts received through the communications channels, the fourth set of attributes further drawing from nine dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the third party, the channel through which the communication was received, the type of contact received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication, the vendor supplying product;a fifth central fact table containing data and a fifth set of attributes describing the state of the resources entertaining contacts received through the communications channels, the fifth set of attributes drawing from three dimension tables data describing the time of the communication, the date of the communication, the resource entertaining the communication; a sixth central fact table containing data and sixth attributes describing email messaging transmitted through the communications channels, the sixth set of attributes drawing from five dimension tables data concerning;
the time of the communication, the date of the communication, the category of the communication, the status of the communication, the folder in which the communication is stored;a seventh central fact table containing data and seventh set of attributes describing sales offers which may be directed to customers which have conducted communications received through the communications channels, the seventh set of attributes drawing from eleven dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the individual customer, the business entity customer, the resource entertaining the communication, the product involved in the communication, the sales campaign which could be initiated, the source responsible for generating the sales lead, the communications channel used to complete the sale, the next action needed to advance the sale;an eighth central fact table containing data and an eighth set of attributes describing trunk group available to received communications through the communications channels, the eighth set of attributes drawing from four dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the trunk group; anda ninth central fact table containing data and a ninth set of attributes describing interactive computer network communications received through the communications channels, the ninth set of attributes drawing from nine dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the resource entertaining the communication, the channel through which the communication was received, the type of communication received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication.
-
-
2. A method in a computer system including routines for extraction of source data from communication contact systems, transformation of the 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, the method being implemented by one or more data processors and comprising:
-
defining, by at least one data processor, specifications for data; imposing, by at least one data processor, the specifications on one or more communication contact systems; collecting, by at least one data processor in the communication contact systems, data complying with the specifications; extracting, by at least one data processor, from each of the communication contact systems data complying with the specifications using an extractor providing a common interface across each of the communication contact systems; transforming, by at least one data processor, all extracted data to transformed data in a standardized format; storing, by at least one data processor, all transformed data in defined logical tables in a single database; providing, by at least one data processor, access to the single database so that the transformed data in the single data based can be accessed for processing according to queries specified by end users, wherein results of the processing are transmitted to the end users; wherein the communication contact systems operate in at least two different communication channels selected from a group comprising;
a telephone reception contact channel, a web collaboration contact channel, a Customer Relationships Management (CRM) contact channel, and an e-mail contact channel;wherein the single database stores data in a star schema that includes one or more of; a first central fact table containing data and a first set of attributes describing customer communications received through the communication channels, the first set of attributes drawing from ten dimension tables data describing the time of the communication, the date of the communication, the entity receiving the communication from the customer, the individual customer, the business entity customer, the resource entertaining the communication, the channel through which the communication was received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication; a second central fact table containing data and a second set of attributes describing cases opened in response to customer communications received through the communication channels, the second set of attributes drawing from eleven dimension tables data describing;
the entity receiving the communication, the individual customer, the business entity customer, the date of the communication, the time of the communication, the resource entertaining the communication, the channel through which the communication was received, the subject of the communication, the subject area in which the communication is categorized, the priority of the communication, the product involved in the communication;a third central fact table containing data and a third set of attributes describing resources which entertain customer communications received through the communication channels, the third set of attributes drawing from six dimension tables data describing;
the entity receiving the communication, the date of the communication, the time of the communication, the resource entertaining the communication, the channel through which the communication was received, the type of communication received;a fourth central tact table containing data and a fourth set of attributes describing summaries of contacts received through the communications channels, the fourth set of attributes further drawing from nine dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the third party, the channel through which the communication was received, the type of contact received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication, the vendor supplying product;a fifth central fact table containing data and a fifth set of attributes describing the state of the resources entertaining contacts received through the communications channels, the fifth set of attributes drawing from three dimension tables data describing the time of the communication, the date of the communication, the resource entertaining the communication; a sixth central fact table containing data and sixth attributes describing email messaging transmitted through the communications channels, the sixth set of attributes drawing from five dimension tables data concerning;
the time of the communication, the date of the communication, the category of the communication, the status of the communication, the folder in which the communication is stored;a seventh central fact table containing data and seventh set of attributes describing sales offers which may be directed to customers which have conducted communications received through the communications channels, the seventh set of attributes drawing from eleven dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the individual customer, the business entity customer, the resource entertaining the communication, the product involved in the communication, the sales campaign which could be initiated, the source responsible for generating the sales lead, the communications channel used to complete the sale, the next action needed to advance the sale;an eighth central fact table containing data and an eighth set of attributes describing trunk group available to received communications through the communications channels, the eighth set of attributes drawing from four dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the trunk group; anda ninth central fact table containing data and a ninth set of attributes describing interactive computer network communications received through the communications channels, the ninth set of attributes drawing from nine dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the resource entertaining the communication, the channel through which the communication was received, the type of communication received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication.
-
-
3. A system including one or more computers for executing operations for extraction of source data from a communication contact system, transformation of the 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, the operations comprising:
-
imposing specifications defining a standard form of communications interface on one or more communication contact systems, each communication contact system comprising a contact channel that generates data characterizing occurrences and events relating to customer support and transactions, each communication contact system using an On-Line Transaction Processing System (OLTP) for storing such generated data; collecting, in the communication contact systems, data complying with the specifications; extracting from each of the communication contact systems 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; providing access to the single database so that the transformed data in the single data based can be accessed for processing according to queries specified by end users, wherein results of the processing are transmitted to the end users; wherein the single database stores data in a star schema that includes one or more of; a first central fact table containing data and a first set of attributes describing customer communications received through the communication channels, the first set of attributes drawing from ten dimension tables data describing the time of the communication, the date of the communication, the entity receiving the communication from the customer, the individual customer, the business entity customer, the resource entertaining the communication, the channel through which the communication was received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication; a second central fact table containing data and a second set of attributes describing cases opened in response to customer communications received through the communication channels, the second set of attributes drawing from eleven dimension tables data describing;
the entity receiving the communication, the individual customer, the business entity customer, the date of the communication, the time of the communication, the resource entertaining the communication, the channel through which the communication was received, the subject of the communication, the subject area in which the communication is categorized, the priority of the communication, the product involved in the communication;a third central fact table containing data and a third set of attributes describing resources which entertain customer communications received through the communication channels, the third set of attributes drawing from six dimension tables data describing;
the entity receiving the communication, the date of the communication, the time of the communication, the resource entertaining the communication, the channel through which the communication was received, the type of communication received;a fourth central tact table containing data and a fourth set of attributes describing summaries of contacts received through the communications channels, the fourth set of attributes further drawing from nine dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the third party, the channel through which the communication was received, the type of contact received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication, the vendor supplying product;a fifth central fact table containing data and a fifth set of attributes describing the state of the resources entertaining contacts received through the communications channels, the fifth set of attributes drawing from three dimension tables data describing the time of the communication, the date of the communication, the resource entertaining the communication; a sixth central fact table containing data and sixth attributes describing email messaging transmitted through the communications channels, the sixth set of attributes drawing from five dimension tables data concerning;
the time of the communication, the date of the communication, the category of the communication, the status of the communication, the folder in which the communication is stored;a seventh central fact table containing data and seventh set of attributes describing sales offers which may be directed to customers which have conducted communications received through the communications channels, the seventh set of attributes drawing from eleven dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the individual customer, the business entity customer, the resource entertaining the communication, the product involved in the communication, the sales campaign which could be initiated, the source responsible for generating the sales lead, the communications channel used to complete the sale, the next action needed to advance the sale;an eighth central fact table containing data and an eighth set of attributes describing trunk group available to received communications through the communications channels, the eighth set of attributes drawing from four dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the trunk group; anda ninth central fact table containing data and a ninth set of attributes describing interactive computer network communications received through the communications channels, the ninth set of attributes drawing from nine dimension tables data describing;
the time of the communication, the date of the communication, the entity receiving the communication from the customer, the resource entertaining the communication, the channel through which the communication was received, the type of communication received, the business line responsible for the subject of the communication, the business line group responsible for the subject of the communication, the business line ultra group responsible for the subject of the communication.
-
Specification