Hybrid Cloud Reporting System for Contact Center Data Management
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Solution Overview
Problem
Contact centers face challenges in managing large amounts of data without significant investments in infrastructure, processing power, storage, and manpower, particularly in on-premises systems, and cloud-based solutions have limitations such as reliance on internet connectivity for data storage and retrieval.
Innovation Solution
A system and method for managing contact center information that includes receivers for data collection, databases for storage, and a report generator with a user interface for search queries, allowing dynamic data management and leveraging cloud-based storage without extensive infrastructure investments, enabling scalable big data analytics and cross-regional data processing.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Quantity of substance
If data is stored in on-premises databases with FIFO configuration, then data storage is simplified, but data retention period is limited and large volumes of data cannot be preserved
Solution Approach 1:
The patent transitions data storage from a single on-premises dimension to a multi-dimensional architecture involving on-premises databases, cloud storage, and data warehouses. This dimensional expansion allows simultaneous achievement of large data volume storage and long-term retention by distributing data across multiple storage layers with different retention policies and capacities.
Solution Approach 2:
The patent introduces intermediaries including data collectors, ETL processes, and cloud storage services that bridge on-premises databases and long-term storage solutions. These intermediaries enable automatic data extraction, transformation, and loading to external storage systems, resolving the contradiction between limited on-premises retention and the need for long-term data preservation.
2Quantity of substance
If a data warehouse solution is implemented, then long-term data storage and analytics capability are improved, but infrastructure investment and processing requirements increase significantly
Solution Approach 1:
The patent merges on-premises infrastructure with cloud-based services to create a hybrid data storage architecture. By combining local databases for operational data with cloud storage for archival data, the system achieves data warehouse capabilities without requiring a complete separate infrastructure investment, thus reducing overall device complexity and cost.
Solution Approach 2:
The patent makes the on-premises infrastructure multi-functional by having it serve both operational reporting needs and feed data to cloud-based archival storage. The same data collection mechanisms serve multiple purposes: real-time reporting, historical analysis, and long-term retention, eliminating the need for dedicated separate infrastructure.
3Adaptability or versatility
If cloud-based storage is used, then scalability and accessibility are improved, but reliance on internet connectivity and loss of on-premises control increase
Solution Approach 1:
The patent implements preliminary action by maintaining local copies of critical data in on-premises databases before cloud synchronization occurs. This ensures that essential data remains accessible locally even when internet connectivity is unavailable, while still benefiting from cloud scalability when connected.
Solution Approach 2:
The patent applies local quality by keeping different types of data in different locations based on their specific requirements: operational data remains on-premises for immediate access, while archival data is stored in the cloud for scalability. This localized data placement optimizes both accessibility and scalability without compromising either.
4Reliability
If on-premises equipment is maintained, then data accessibility without internet is ensured, but infrastructure cost and maintenance burden increase
Solution Approach 1:
The patent implements self-service through automated data collection agents and ETL processes that automatically transfer data from on-premises systems to cloud storage without requiring manual intervention. This automation reduces the maintenance burden on on-premises infrastructure while preserving data accessibility benefits.
Data Source
AI summary
An information managing system for managing contact center information is disclosed. The information managing system includes a plurality of receivers for receiving information from at least one data collector. The information managing system further includes a plurality of databases for storing the information received from the at least one data collector. The information managing system further includes a report generator comprising a user interface for receiving a plurality of search queries from a plurality of users. The information managing system further includes a database interface layer for performing one or more lookups on the plurality of databases based on the plurality of search queries received from the plurality of users, wherein results of the one or more lookups are displayed on the user interface of the report generator.