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Real-Time Contact Center Analytics

 Real-Time Contact Center Analytics - IoT ONE Case Study
The Challenge

Deliver real-time analytics for cloud-based communications services in a mission-critical, multi-tenant environment.

As a fast-growing multi-tenant SaaS Contact Center solution, 8×8 needed a way to rapidly and cost-effectively add new customers. To support this, the company decided it wanted a single event streaming platform for all of its customers – one that could scale quickly and easily as new customers joined.

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 8×8 handles sensitive caller information. 

The Customer


About The Customer

As a leading cloud communications platform provider, 8×8 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.

The Solution

Use Confluent to create a reliable, secure, and scalable event streaming platform that collects and analyzes calls and other events, generating billions of metrics that fuel real-time dashboards for 8×8’s customers.

In 8x8’s target architecture, Confluent Platform is installed in a high-availability configuration in each of the company’s 16 data centers.

The company also uses Confluent Control Center to monitor and manage its Kafka infrastructure. This enables to give customers proactive alerts when there’s a problem and customers appreciate these alerts greatly.

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