E-gineering partnered with a client to rebuild the reporting framework for their telephone voice response system.
Their telephone response system functions differently than the traditional “voice mail” system of phone interaction and allows for a more natural and varied conversation with the user. As such they had some unique client data reporting requirements.
The prior reporting solution involved batch processing production data every night to create Excel spreadsheets that were e-mailed out the following morning. While functional, the existing system was neither timely nor flexible. This deficiency was becoming a serious liability in retaining and attracting new clients.
The E-gineering team analyzed the client’s transactional data, created a new star-schema data repository, developed a custom framework to translate the data into the new repository, and finally created a lightweight portlet display framework for both internal and external reports. The standard information data structure also allowed them to integrate 3rd party Business Intelligence/Analytics tools with low difficulty.
The project end result was a system that could transform data at a near real time rate exceeding their highest transactional recorded call volume, provide parameterized web-based reports to the customer, and serve as a starting point for more complex business analysis.
Roles: Architecture, development, testing
