Abstract: Disclosed is a data collection and analysis system that is capable of extracting data from various disparate sources, i.e., contact channels, storing the data and analyzing the data to show trends in the business operation. The data is stored in a data model that uses a star schema approach to providing a unified data source. Analyzed data can be made available to users on a nearly real time basis that allows the users to view trends in business operation and plan accordingly.

Abstract: A data integration system and method collects and stores customer information from disparate information sources in real-time. The stored information can be retrieved and assembled for presentation to a user according to the role and/or security profile of the user. The customer information is presented through a 360° viewer, which is embedded in an application or a browser, or runs as a standalone viewer. A data correlation system and method correlates data records collected from disparate Customer Relationship Management (CRM) applications using a three-tier approach comprising deterministic correlation, heuristic correlation and historical correlation. The correlation rules are fully configurable and extensible.