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1. (WO2013112740) SYSTEM AND METHOD FOR CONDUCTING REAL-TIME AND HISTORICAL ANALYSIS OF COMPLEX CUSTOMER CARE PROCESSES

Pub. No.:    WO/2013/112740    International Application No.:    PCT/US2013/022996
Publication Date: Fri Aug 02 01:59:59 CEST 2013 International Filing Date: Fri Jan 25 00:59:59 CET 2013
IPC: G06Q 30/02
Applicants: GALVIN, Brian, R.
NEWVOICEMEDIA LIMITED
Inventors: GALVIN, Brian, R.
Title: SYSTEM AND METHOD FOR CONDUCTING REAL-TIME AND HISTORICAL ANALYSIS OF COMPLEX CUSTOMER CARE PROCESSES
Abstract:
A system for conducting real-time and historical analysis of complex customer care processes, comprising an event collector software module, a complex event processing software module adapted to receive events from the event collector software module, a distributed data storage layer, a business analytics software module adapted to receive and process data from the distributed data storage layer, a distributed configuration software module, and a user interface software module adapted to receive analytics results from the business analytics software module. Upon receiving an event from an event source, the event collector software module at least converts the event into a standard event data format suitable for use by the complex event processing software module and extracts or masks sensitive data from the event based on privacy rules maintained by the distributed configuration software module.