Patent ID: 7130853

Claim:
A computer implemented system for processing and managing data generated by a plurality of customer communications received by a business through a plurality of diverse business communication channels, each communication channel comprising a computerized system including an interface for communication with individual or business entity customers and a records database for recording information concerning communications with individual or business entity customers, said system including: a configuration component for instancing, in each of said records databases, specifications for data associated with each event involving a customer communication; an extractor routine communicatively coupled with each of said contact records databases, said extractor routine extracts data concerning each event involving a customer communication from each of said contact records databases; a transform routine communicatively coupled with said extractor routine, said transform routine receives data extracted by said extractor routine and transforms the data extracted by said extractor routine into data formatted according to an analysis protocol independent of protocols of said records databases; a central database communicatively coupled with said transform routine, said central database is specially modeled on star schema, said central database receives and stores data transformed by said transform routine, storing said data in a specially modeled star schema; and an analysis server communicatively coupled with said central database, said analysis server accesses and synthesizes said data in response to inquiries concerning customer communication events and generates reports of the synthesis.