Contact Center Data Warehouse for Customer Interaction Reporting
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Solution Overview
Problem
Contact centers face challenges in efficiently managing and optimizing customer interaction data from various sources to improve customer satisfaction while maintaining cost-effectiveness, as existing systems lack comprehensive data analysis and reporting capabilities.
Innovation Solution
A method and system that collect, parse, and summarize data from multiple sources, including IVR systems, telephony, and workforce management applications, to generate reports that analyze relationships and patterns, facilitating business development and performance optimization by using a data warehouse, parsing engine, analytics component, and report generation tools.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If data is collected from multiple source systems to provide comprehensive customer interaction views, then the completeness and quality of customer service analysis is improved, but the system complexity and data integration difficulty increases
Solution Approach 1:
The patent introduces an intermediary component (data collection and integration system) that acts as a mediator between multiple source systems and the analysis tools. This intermediary consolidates data from diverse sources including IVR systems, telephony systems, workforce management applications, and customer surveys, transforming scattered information into a unified customer interaction view without requiring direct integration between all source systems.
Solution Approach 2:
The system employs a universal data collection framework capable of interfacing with multiple different source systems through standardized methods. The data warehouse and analysis platform serve multiple functions: collecting data from various sources, storing it centrally, analyzing it across different dimensions, and generating reports for diverse stakeholder needs, thereby reducing overall system complexity through multi-functionality.
2Reliability
If comprehensive data analysis and reporting capabilities are implemented, then customer satisfaction and service quality are improved, but the cost and resource requirements increase
Solution Approach 1:
The system segments the data analysis process into distinct functional components: data collection from source systems, data storage in a centralized warehouse, data analysis through parsing and chronological reassembly, and report generation. This segmentation allows each component to be optimized independently and enables phased implementation, reducing overall resource requirements while maintaining service quality.
Solution Approach 2:
The system implements self-service capabilities through automated data collection, parsing, and report generation. The parsing engine automatically extracts relevant information from raw data, chronologically reassembles customer interactions, and generates reports without requiring extensive manual intervention, thereby reducing resource requirements while improving service quality through consistent, data-driven insights.
3Loss of information
If data is chronologically reassembled and analyzed in detail, then insights into customer interactions are improved, but the processing time and computational resources increase
Solution Approach 1:
The system performs preliminary actions by pre-processing and chronologically reassembling customer interaction data as it is collected from source systems. The parsing engine prepares data in advance by extracting relevant information and organizing it chronologically, so that when analysis is needed, the data is already structured and ready for immediate querying, significantly reducing processing time while maintaining insight quality.
Solution Approach 2:
The patent replaces manual data processing and analysis methods with automated computational systems. The parsing engine and data warehouse automatically perform chronological reassembly and analysis of customer interactions, substituting mechanical manual processes with efficient computational algorithms that reduce processing time while enhancing the depth and quality of insights generated.
Data Source
AI summary
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.