Abstract: A method and program product for reporting a call level view of a customer interaction with a contact center is provided. The method includes pulling data relating to a customer interaction from multiple source systems, parsing the data that is pulled and applying business rules thereto. The method further includes chronologically reassembling in a data warehouse the parsed data, summarizing the data that is reassembled and generating one or more reports from the summarized data. In an embodiment, the pulling step further includes collecting the data from the multiple source systems and storing the collected data in the data warehouse. In an embodiment, the parsing step includes parsing the data using a parsing engine. Further, the generating step includes analyzing the summarized data for ascertaining any relationships, patterns and associations in order to facilitate decisions that promote business development and optimize performance of the contact center.

Abstract: A method, system and program product for hosting an on-demand customer interaction contact center utility infrastructure is provided. The method includes negotiating competitive prices with a plurality of vendors for each of the plurality of components of the on-demand customer interaction center utility infrastructure. Further, the method includes providing an on-demand customer interaction center utility infrastructure serving a plurality of customers and including a plurality of components. The method includes configuring a solution for a customer, the solution including sharing one or more components of the plurality of components of the on-demand customer interaction center utility infrastructure and establishing metrics to be monitored and achieved for the customer for calculating a customer utilization fee, such that the customer pays for the one or more components utilized in the on-demand customer interaction center utility infrastructure based on achievement of the metrics established and monitored.

Abstract: A method and program product for reporting a call level view of a customer interaction with a contact center is provided. The method includes pulling data relating to a customer interaction from multiple source systems, parsing the data that is pulled and applying business rules thereto. The method further includes chronologically reassembling in a data warehouse the parsed data, summarizing the data that is reassembled and generating one or more reports from the summarized data. In an embodiment, the pulling step further includes collecting the data from the multiple source systems and storing the collected data in the data warehouse. In an embodiment, the parsing step includes parsing the data using a parsing engine. Further, the generating step includes analyzing the summarized data for ascertaining any relationships, patterns and associations in order to facilitate decisions that promote business development and optimize performance of the contact center.