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System and method for integrated data mart defining start schema model processing business contact data from multiple contact channels

  • US 7,953,695 B2
  • Filed: 10/26/2006
  • Issued: 05/31/2011
  • Est. Priority Date: 06/06/2000
  • Status: Active Grant
First Claim
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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 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.

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