Value Demonstration of Embedded Analytics for Front Office Applications

: Users of front office applications such as call center or customer support applications make millions and millions of decisions each day without analytical support. For example, if a support employee gets a new support ticket and needs to decide how much time should be used for problem resolution and which measures should be taken, this is done without analytical insight. As a result, companies cannot optimize their front office departments because analytical insight derived in Business Intelligence (BI) Systems is not available to users of these applications. Our demo shows how to improve a Customer Relationship Management (CRM) System [Lin01] by embedding analytics in an “in context” and “on demand” fashion without requiring any BI System skills. “In context” means that only analytics relevant for decision making on the current UI screen is made available. “On demand” means that the user has the information accessible in “mouse-over” events, i.e. the user decide...

• Type: Conference
• Year: 2009
• Where: BTW
• Authors: Erik Nijkamp, Martin Oberhofer, Albert Maier
• Keywords: Analytical Insight, Applications Make Millions, BI System Skills, BTW 2009, Theoretical Computer Science