Design And Implementation Of Call Center Business Intelligence System Based On Pentaho

In recent years, Business Intelligence (BI) has become an attractive technologybecause its related projects are available to help users to improve their businessperformance. Business Intelligence witch is a set of concepts, methods and processes isuseful to improve business decisions. It combines experience and assumptions withinformation from various sources in order to provide an accurate understanding ofbusiness dynamics. BI integrates the analysis of data with decision support system toprovide useful information to people in order to improve strategic decisions.Call center is a service organization which service management is extremelyimportant. Call centers receive thousands of calls every day and generate a huge amountof business data. However, companies which are running other companies’ call centerhave much more calls and data than general call centers so that they require higherservice management ability. Business Intelligence system is able to help call centers toimprove their service management and business performance, and it can also provideuseful information to different departments of call center.This thesis describes the process of call center business intelligence systembackground development. The whole system is built on Pentaho Business IntelligencePlatform. Topics of this thesis focus on business process analysis, data mart design andimplementation, ETL development and OLAP development. It is able to help readers tohave a comprehensive understanding of business intelligence, and it also provides atheory evidence for business intelligence deployment to call center industry.This project of this thesis is developed for a call center company which is runningother companies’ call center in Italy. This project is aimed to help this call centercompany to gather and utilize its business data in order to improve its managementability and economic benefits.This thesis is divided into seven chapters; they are introduction, businessintelligence theory and technology, requirements analysis, business intelligence systemdesign, system implementation, system testing and conclusions. It gives acomprehensive overview of business intelligence in call center outsourcing company, and it also describes the design and implementation of data processing background ofbusiness intelligence system.It is an innovation that this thesis puts call center business analysis and businessintelligence systems development together to discuss. It describes relevant businessprocesses, analytical methods and technologies, and gives a comprehensive analysis ofkey performance indicators of call center business processes. It clarifies and optimizesbusiness intelligence system requirement analysis, and has built a good foundation forthe follow-up design and implementation of the system. This thesis not only provides agood application example for call center business intelligence, but also adds a newanalysis paradigm for business intelligence.