Gathr Case Studies A Leading Wireless & Telecom Services Provider Reduced Annual Call Center Cost by $5 Million

Edit This Case Study Record

	A Leading Wireless & Telecom Services Provider Reduced Annual Call Center Cost by $5 Million Gathr

A Leading Wireless & Telecom Services Provider Reduced Annual Call Center Cost by $5 Million

Gathr

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Telecommunications
Applicable Functions	Business Operation
Use Cases	Real-Time Location System (RTLS)
Services	Data Science Services
Challenge	A leading U.S.-based wireless and telecommunications service provider wanted to improve call center performance, increase customer satisfaction, and have greater insight into the activities of its call center representatives. To achieve this, the Fortune 50 Company wanted to analyze the desktop activities of the call center representatives around the clock. The client wanted to monitor desktop activities in real-time while the representatives are on duty. From an operational perspective, this meant creating a centralized system where operations personnel would be able to track idle time, track what websites are being used for how much time, track outlook usage, and track various applications being used on the desktop. The client also wanted to track desktop activities when the agent are on call, not on call, and on call and kept customer on hold. Read More
About Customer	The customer is a leading U.S.-based wireless and telecommunications service provider. It is a Fortune 50 company that wanted to improve call center performance, increase customer satisfaction, and have greater insight into the activities of its call center representatives. The company wanted to analyze the desktop activities of the call center representatives around the clock. The company wanted to monitor desktop activities in real-time while the representatives are on duty. From an operational perspective, this meant creating a centralized system where operations personnel would be able to track idle time, track what websites are being used for how much time, track outlook usage, and track various applications being used on the desktop. Read More
Solution	StreamAnalytix delivered a three part solution. The team developed a Data Collector component to ingest data from multiple sources and send it to the respective Kafka topics. Built-in Kafka Channels were used to ingest the data further in a Storm pipeline and process them. The following StreamAnalytix bolts were used to process the data: Enricher Processor for providing support to look up and enrich the raw data by adding more metadata required for further correlation, and Timer Processor to collect the events within time-based window and sort them to maintain the sequence of events. Further, StreamAnalytix persister components were used to persist processed data in HDFS, ElasticSearch and Apache Phoenix. The solution enabled the client to improve agent productivity dramatically by reducing idle time. It also increased customer satisfaction and handled CPNI information compliance. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Real-Time Location System (RTLS)

Services

Data Science Services

Challenge

A leading U.S.-based wireless and telecommunications service provider wanted to improve call center performance, increase customer satisfaction, and have greater insight into the activities of its call center representatives. To achieve this, the Fortune 50 Company wanted to analyze the desktop activities of the call center representatives around the clock. The client wanted to monitor desktop activities in real-time while the representatives are on duty. From an operational perspective, this meant creating a centralized system where operations personnel would be able to track idle time, track what websites are being used for how much time, track outlook usage, and track various applications being used on the desktop. The client also wanted to track desktop activities when the agent are on call, not on call, and on call and kept customer on hold.

About Customer

The customer is a leading U.S.-based wireless and telecommunications service provider. It is a Fortune 50 company that wanted to improve call center performance, increase customer satisfaction, and have greater insight into the activities of its call center representatives. The company wanted to analyze the desktop activities of the call center representatives around the clock. The company wanted to monitor desktop activities in real-time while the representatives are on duty. From an operational perspective, this meant creating a centralized system where operations personnel would be able to track idle time, track what websites are being used for how much time, track outlook usage, and track various applications being used on the desktop.

Solution

StreamAnalytix delivered a three part solution. The team developed a Data Collector component to ingest data from multiple sources and send it to the respective Kafka topics. Built-in Kafka Channels were used to ingest the data further in a Storm pipeline and process them. The following StreamAnalytix bolts were used to process the data: Enricher Processor for providing support to look up and enrich the raw data by adding more metadata required for further correlation, and Timer Processor to collect the events within time-based window and sort them to maintain the sequence of events. Further, StreamAnalytix persister components were used to persist processed data in HDFS, ElasticSearch and Apache Phoenix. The solution enabled the client to improve agent productivity dramatically by reducing idle time. It also increased customer satisfaction and handled CPNI information compliance.

Impact #1	Annual overall cost reduction of $5 million
Impact #2	Improved agent productivity with ability to handle more than 30 calls per day
Impact #3	Improved customer experience

Impact #1

Annual overall cost reduction of $5 million

Impact #2

Improved agent productivity with ability to handle more than 30 calls per day

Impact #3

Improved customer experience

Benefit #1	Annual cost savings of $5 million
Benefit #2	Increase in agent productivity with ability to handle more than 30 calls per day
Benefit #3	Reduction in agent idle time to 15 minutes per day

Benefit #1

Annual cost savings of $5 million

Benefit #2

Increase in agent productivity with ability to handle more than 30 calls per day

Benefit #3

Reduction in agent idle time to 15 minutes per day

Download PDF Version

Overview

A Leading Wireless & Telecom Services Provider Reduced Annual Call Center Cost by $5 Million

Operational Impact

Quantitative Benefit