The client is one of the leading company that offers services in contact centres with several features like benchmarking the centre, professionals to identify the gaps and giving appropriate training/assessment. The client is based in the USA and in the business for more than 20 long years.
In order to get maximum benefits from the current business operations, client wants to leverage the operational data not only to improve the efficiency, and benchmarking but also for marketing purpose.
"Contact Center Data Analytics" has a wide range of goal and objectives out of which the prime considerations are listed below:
- Main and grow existing market leadership in the area of contact center benchmarking
- Provide free entry level product that will provide handle to more data and will enable to market paid products with monthly recurring revenue model.
- Embed these offerings in a marketing strategy that will encourage people to become part of the community which in turn can drive the sales.
- Enable ingesting all types of structured/semi-structured operational metrics data from all hosted/on premise ACD vendors.
- Provide reliable, interactive, elegant reports to executive team/clients
- Centralized role based portal system to facilitate report access, products, services, messages
TatvaSoft has developed a Java and Hitachi Vantara(Pentaho) based integrated application for reading heterogeneous/asynchronous data feeds, run ETL process, pushing the data to data lake and facilitate this processed data for analytics purpose.
Below are the brief descriptions of core modules included in Call Center Data Analytics application.
Data Feed Connector and Processing
- It facilitates connecting to different customer data sources like email, JSON, survey data, Hadoop based HBase, etc.
- Read data periodically from various feeds
- It allows to parse, clean, normalize and process all data and push it to data lakes for storage which in turn would be pushed to data mart for reporting. Pentaho based ETL jobs keep doing all data pipeline activities here.
- Data Quality is rule based.
- System performs various data quality checks before qualifies the records to be archived.
Data Exploration & Reporting
- Interactive online reporting system
- Role based access to reporting data
- Pentaho Analytics for data exploration.
- Scheduled reporting, push notified
Key Features of Project Management:
- Message notification for each data feed
- Security, Data Management
- Profile Management
- Logging, Monitoring, Auditing
- TatvaSoft's solid security and quality policies stemming from its SEI CMMI Level 3 and Microsoft Gold Certified Partner - based processes, ensuring that the client receives the best possible services.
Our solution has offered business owners to have better understanding, control and management of data pipeline and using which now the management can act proactively before the situation goes out of control.