Real-time Call Center Monitoring

Challenge

To optimize call center cost by real-time monitoring of call center agent activities.

Solution

  • Created a call center application utilizing real-time analytics for centralized monitoring of agent desktops in real-time and tracking of on-call activities.
  • Enabled them to track idle time as well as all on-call activities, e.g. what call center system websites and functions were being leveraged, MS Outlook usage, on call/not on call/kept customer on hold, etc.

Delivering on the Promise

Annual overall cost reduction of $5M through improved agent productivity, reduced idle time, while improving the customer experience.

Tell me more

Industry:

Telecommunications


Technologies:

Hortonworks (HDP) Hadoop, MapReduce, Hive, Pig, Postgres, Apache Kafka, Apache Storm, Elastic Search, Apache HBase