A comprehensive IVR (Interactive Voice Response) analysis model using online analytical processing (OLAP) on a multidimensional data cube

• Autor(a) principal: Veiga, Hugo Alexandre Carvalheira
• Data de Publicação: 2014
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10400.6/5839
• topic: Business Analytic; Business Intelligence; Call Center; Contact Center; Customer Care; Customer Contact Transformation; Customer Self-Service; Customer Service; Data Warehousing; Decision Support Systems; Ivr; Ivr Design; Multidimensional Information Systems; Olap

Private Branch eXchange (PBX) is a tool indispensable in the business world. The telephone exchanges allow employees to perform internal connections between telephones, or make calls to the external network also known as Public Switched Telephone Network (PSTN). With increasing Internet usage, there is interest in understanding what services are offered. Enterprise Courier is a commercial Internet Protocol Private Branch eXchange (IP PBX) based on open source Asterisk web-based PBX software for Linux, which supports multiple protocols and services, like Interactive Voice Response (IVR). Cisco Unified Communications Manager (CUCM) or CallManager, is a software based call-processing system (IP PBX) developed by Cisco Systems. CUCM tracks all active Voice over IP (VoIP) network components; including phones, gateways, conference bridges, among others. IVR is part of the Academic Services costumer contact and ticketing of University of Beira Interior (UBI). IVR monitoring and analysis are essential for effective operation and resource management, in particular, multidimensional analysis for long-term data is necessary for comprehensive understanding of the trend, the quality of customer service and costumer experience. In this paper, we propose a new IVR analysis model for large volumes of IVR data accumulated over a long period of time. The IVRCube proposed is an analysis model using online analytical processing (OLAP) on a multidimensional data cube that provides an easy and fast way to construct a multidimensional IVR analysis system for comprehensive and detailed evaluation of long-term data. The feasibility and applicability are validated, as the proposed IVRCube analysis model is implemented and applied to Academic Services costumer contact and ticketing IVR data.