Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Health care management
Reexamination Certificate
2006-07-06
2010-10-19
Jeanty, Romain (Department: 3624)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Health care management
Reexamination Certificate
active
07818195
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.
REFERENCES:
patent: 6724887 (2004-04-01), Eilbacher et al.
patent: 6760727 (2004-07-01), Schroeder et al.
patent: 7103562 (2006-09-01), Kosiba et al.
patent: 7391865 (2008-06-01), Orsini et al.
patent: 2002/0107727 (2002-08-01), Traub
patent: 2003/0009373 (2003-01-01), Ensing et al.
patent: 2003/0144900 (2003-07-01), Whitmer
patent: 2005/0013428 (2005-01-01), Walters, Jr.
patent: 2005/0232399 (2005-10-01), Vos et al.
patent: WO 01/74054 (2001-10-01), None
Kellen (CRM Measurement Frameworks) (http://www.crm2day.com/library/docs/ap0041.pdf), Feb. 2002, pp. 1-37.
Sisselman et al ( Preference-based Routing in Customer Contact Center) , Jan. 2005, pp. 1-33.
Paprzycki, et al., Data Mining Approach for Analyzing Call Center Performance, Innovations in Applied Artificial Intelligence: 17th International Conference on Industrial and Engineering Applications of Artificial Intelligence and Expert Systems, IEA/AIE 2004, Ottawa, Canada, May 17-20, 2004. Proceedings, vol. 3029/2004.
Coon Robert E.
Donnelly James M.
Matthews Michael S.
Michelini Vanessa V.
International Business Machines - Corporation
Jeanty Romain
Law Office of Jim Boice
Pivnichny John R.
LandOfFree
Method, system and program product for reporting a call... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Method, system and program product for reporting a call..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method, system and program product for reporting a call... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4177517