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Electronic theses and dissertations repository

 

Tesi etd-03162015-181842


Thesis type
Tesi di laurea magistrale
Author
PIGA, ALESSANDRO
URN
etd-03162015-181842
Title
Design, development and implementation of a contact center reporting solution
Struttura
INFORMATICA
Corso di studi
INFORMATICA PER L'ECONOMIA E PER L'AZIENDA (BUSINESS INFORMATICS)
Supervisors
relatore Prof.ssa Bernasconi, Anna
Parole chiave
  • Reporting
  • OLAP
  • SAP HANA
  • Business Intelligence
  • Predictive Analytics
Data inizio appello
29/04/2015;
Consultabilità
Parziale
Data di rilascio
29/04/2018
Riassunto analitico
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.
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