InfoMart Reporting : The process of developing a data discovery tool for Genesys InfoMart

Abstract: Customer relationship management (CRM) is gaining momentum around the world and a majority of the organizations view customer experience provided by contact-centers as a competitive differentiator. Thus is the importance of understanding these systems very big. The purpose of the thesis is to create a cohesive solution, a prototype, to gather, aggregate and present viable business reports for a number of channels in such a system. The CRM-platform handled in this thesis is called Genesys InfoMart, which is developed by Genesys Telecommunications. The thesis defines the use-cases and reports to be compiled. It does also give a description of how data is cross- correlated across the database and how it was gathered. By involving domain-experts and using a scenario based- approach, requirements have been derived and reports have been developed. It is concluded that the conceptual scenarios were feasible. There are no limitations within the InfoMart data mart with respect to the functionality that the domain-experts demand. A cooperative-evaluation session showed that the conceptual design was approved and that it provided the functionality that the evaluation group requested. Thus concluded that the methodological approach was overall successful and that the requirements were met. It is however recommended to continue the development process by exposing the prototype to end-users evaluation. This can provide insights and information that can be very useful when developing the final product.