• Business Intelligence
• OLAP
• Predictive Analytics
• Reporting
• SAP HANA

Nowadays contact centers are major hubs of communication for businesses. They are the front lines that receive feedback from outside, resolve problems and act as a liaison between companies and their customers. In the midst of all this communication, large amounts of valuable data are being generated. In this context, contact center analytics plays a fundamental role, providing insight needed to improve customer experience, optimize the workforce and increase overall efficiency.
In this thesis project we describe the process followed for the design, development and implementation of a contact center reporting solution. These kinds of systems are used to help managers in monitoring contact center performance and supporting the decision-making process.
The work covers all the typical phases of the data warehousing process: it includes an initial introduction of the case study and the analysis of the previous system, the design of the data warehouse, the ETL procedures, the implementation of the metadata layer, the realization of dashboards and reports that will be used by final users, and the application of data mining techniques to predict future call volume.
The new system implemented turned out to be successful, overcoming some limitations of the existing system and providing a simplified structure and extended capabilities.