Real-Time Streaming Solution for Call Center Analytics: Business Challenges and Technical Enablement

Description

A large international client with a business footprint in North America, Europe and Africa reached out to us with an interest in having a real-time streaming solution designed and implemented for its call center handling incoming and outgoing client calls. The client had a previous bad experience with another vendor, who overpromised and underdelivered on the latency of the streaming solution. The previous vendor delivered an over-complex streaming data pipeline resulting in the data taking over five minutes to reach a visualization layer. The client felt that architecture was too complex and involved many services integrated together. Our immediate challenges involved gaining the client's trust and proving that our design and implementation quality would supersede a previous experience. To resolve an immediate challenge of the overly complicated pipeline design, we deployed a Databricks Lakehouse architecture with Azure Databricks at the center of the solution. Our reference architecture integrated Genesys Cloud : App Services : Event Hub : Databricks : : Data Lake : Power BI. The streaming solution proved to be low latency (seconds) during the POV stage, which led to …

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