Business Intelligence project implementation framework

In recent years, businesses have experienced a substantial increase in data availability from which they recognize a source of value. As a result, business intelligence (BI) projects are in great demand as they offer a way to transform raw data into information that may assist decision-making and hence provide corporate value. This study provides a practical view of the implementation of a BI project into a business. Link Redglue is a company that helps clients get the most out of their data through an expertise approach. The internship described in this master’s final work integrates a BI project developed by Link Redglue, the purpose of which was to implement an existing BI solution for two new clients. The data that was to be analysed was related to these clients contact-centre processes. This report details, along with a theoretical background, the BI solution's implementation, from the contact centre’s source data to the Extract, Transform and Load (ETL) processes that brought data to the BI environment and were responsible for populating the already existing data warehouse, and finally, to the reporting layer which was responsible for representing the most important indicators related to the clients' contact-centre processes using Microsoft Excel. The client's BI solution implementation resulted in a data warehouse that provides a single view of all available data as well as reporting capabilities that can be used on a daily basis to assist decision-making regarding contact-centre operations of these clients.