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8x8 Empowers Real-Time Contact Center Analytics with Confluent
Technology Category
- Analytics & Modeling - Real Time Analytics
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- National Security & Defense
- Retail
Applicable Functions
- Human Resources
- Logistics & Transportation
Use Cases
- Real-Time Location System (RTLS)
- Tamper Detection
Services
- Cloud Planning, Design & Implementation Services
The Challenge
8x8, a leading cloud communications platform provider, was faced with the challenge of delivering real-time analytics for its cloud-based communication services in a mission-critical, multi-tenant environment. The company provides voice, video, chat, and contact center solutions on a unified global platform, complemented by real-time analytics that help enterprises accelerate their businesses. Advanced analytics are critical in a contact center environment, where supervisors utilize real-time dashboards with hundreds of metrics. These dashboards provide insight into key customer experience metrics such as customer wait time and first-call resolution rates. As a fast-growing, multi-tenant SaaS contact center solution, 8x8 needed a way to rapidly and cost-effectively add new customers. The platform needed to be multi-tenant, providing strict data separation—a key customer requirement—and it had to be highly resilient given its mission-critical nature. Robust security was also a must, since 8x8 handles sensitive caller information.
The Customer
8×8
About The Customer
8x8 is a leading cloud communications platform provider that enables more than a million business users to collaborate faster and work smarter. The company provides voice, video, chat, and contact center solutions on a unified global platform, complemented by real-time analytics that help enterprises delight their customers and accelerate their businesses. Advanced analytics are critical in a contact center environment, where supervisors utilize real-time dashboards with hundreds of metrics. These dashboards provide insight into key customer experience metrics such as customer wait time and first-call resolution rates. Supervisors are also provided insight into which agents are successfully resolving inquiries and around what topics, so that they can make staffing decisions as well as predict their future staffing needs.
The Solution
To meet this need, 8x8 chose Apache Kafka® and Confluent Platform. Kafka is the de facto standard for streaming analytics, and it gives 8x8 massive horizontal scalability in a multi-tenanted environment. Kafka enables 8x8 to translate all of an organization’s real-time communications into actionable insights that allow organizations to grow and ultimately transform their businesses. In 8x8’s target architecture, Confluent Platform is installed in a high-availability configuration in each of the company’s 16 datacenters. Datacenters are then paired for disaster recovery, using Confluent Replicator to mirror data. Confluent collects and analyzes events from 8x8’s contact center software, generating metrics that are fed to real-time dashboards and stored in Apache HBase. The company also uses Confluent Control Center to monitor and manage its Kafka infrastructure. Network performance monitoring is another valuable use case.
Operational Impact
Quantitative Benefit
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