Customer story

Reducing annual call center costs by $5Mn for a global communications leader

About the customer

A leading communications player trusted by millions of business users

An American company providing cloud-based voice, contact center, video, mobile and unified communications solutions for enterprises. Trusted by over 3 million business users across 150+ countries, they help deliver incredible omnichannel customer experiences.

Business Goals

Get real-time visibility across call center agent activities and reduce operational costs

The communications leader wanted to optimize their call center processes and productivity by monitoring agents’ desktop activities in real time. They were looking to:

Track agent activity during live calls, idle breaks, and when customers were kept on hold.
Reduce the overall time spent on routine after-call work by agents, freeing them up to handle more calls per day.
Enable real-time alerts for supervisors to step in and prevent escalations.
Ensure stringent Customer Proprietary Network Information (CPNI) compliance
Identify any anti-company propaganda and behavioral anomalies
Challenges

Process and analyze high volumes of streaming data from thousands of desktops

Massive scale

The call center had thousands of desktops which generated massive amounts of data, posing challenges in terms of storage, processing speed, and timely insights.

Multiple sources

The call center needed to ingest data from multiple, diverse sources and process the acquired data in real-time.

24x7 real-time surveillance

The current system was unable to efficiently monitor activities across thousands of agents in real-time, round the clock.

How Gathr.ai helped

Enabled real-time call center monitoring with a high-performance data pipelining solution

Gathr.ai streamlined data ingestion, processing, and pipelining at scale, powering real-time analytics and 360-degree visibility for the communications company.

Ingestion from diverse sources

Developed a data collector component that aggregated data from multiple sources and sent it to respective Kafka topics.

Smart metadata management

Leveraged Gathr.ai’s built-in processor to enrich the raw data by adding detailed metadata required for further correlation.

Processing within a time-based window

Collected events within a time-based window, sorted them according to sequence, and persisted the processed data in HDFS, Elasticsearch and Apache Phoenix.

Compliance enforcement

Helped track individual agent activities at a granular level in real-time, enabling quality assurance teams to flag potential CPNI violations immediately.

Impact

Gathr.ai’s real-time monitoring solution helped the communications giant gain deeper insights into agent activity and drive a major surge in productivity.

$5 Mn annual savings
Enabled agents to handle more calls in a day
Reduced agent idle time significantly

"Gathr.ai has transformed our ability to track and optimize call center performance. With real-time visibility into agent activity, we can instantly pinpoint productivity gaps and improvement opportunities. This intelligence has translated into significant cost savings for us.”

Vice President

Customer Support

Vice President

Customer Support

"Gathr.ai has transformed our ability to track and optimize call center performance. With real-time visibility into agent activity, we can instantly pinpoint productivity gaps and improvement opportunities. This intelligence has translated into significant cost savings for us.”