Customer Vertical/Domain:
Contact Center / Call Center Domain

The Challenge:
Customer has multiple data sources and would like to integrate all data points and would like to make a single source of truth for reporting and analytics. Customer has a multi-tenant database and currently tracking all clients in a single database. Reporting solution should support multi-tenant architecture.

The Solution:
BIRD solution was deployed to create reports by client on a web based portal.
BIRD’s Machine Learning engine was ran on the Metadata of the customer’s multi-tenant database to create 1000’s of ad-hoc reports. For integration of data from multiple data sources, a tool called Talend was deployed and data was moved to one single source of truth for the Customer.

call center case study

Access to Multi-tenant Clients

  • Storyboard concepts were used to get insights across various call center domain functions, with complete flexibility to design the storyboard as per user’s preference. The storyboards were segregated across clients from data access
  • With multi-tenant capabilities, ability to provide access to their all clients was provided
  • On-the-go reporting provided access to reports on smartphones, tablets, cross browsers
Overcoming Performance Bottlenecks

  • With more than 200 GB of data, stored in SQL Server database, customer had lot of performance challenges in retrieving data for reporting/analytics purposes. With BIRD, all columns in each report were automatically indexed, that helped them to use the tool as a true self-service based BI, Reporting and Analytics tool
  • Reduced ETL creation/execution process drastically

Powerful and Intelligent Reporting is Key to Enhanced Customer Experience

The deployment was performed on environments having SQL Server Database, Cisco UCCM, LivePerson, Kana, Home grown applications, Servers hosted at data center, Windows 2008 server farm environment, 4 Different databases and data coming from their clients in flat files.

   Customer Benefits using BIRD

  • Turnaround time to create new reports across their clients
  • The software is able to do the job of 10 IT developers in terms of creating reports as per their reporting requirements
  • Better insights and improvement in quick decision making based on data trends
  • Feature rich and easy to implement
  • Users were up and running with the tool in no time
  • Management team able to view their dashboards on-the-go on multiple devices
  • Seamless Integration into their existing IT infrastructure
  • Ability to track the agent performance across multiple data sources.
Please contact sales@sriyamsoft.com
For latest updates on the product, please visit http://birdoncloud.com

USA Address India Address
SriyamSoft LLC
3222 Raging River Drive,
Austin, Texas
USA – 78728
Ph: +1 202 609 7331
Suite #301, Plot # 3
Jai Hind Enclave Road
Madhapur, Hyderabad
India – 500081
Ph: +91 837 494 1498

 

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