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
For latest updates on the product, please visit

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


13 comments on “Contact Center / Call Center Domain – Case Study

  • Thanks for one’s marvelous posting! I genuinely enjoyed reading it, you may be a great author. I will always bookmark your blog and may come back in the foreseeable future. I want to encourage yourself to continue your great job, have a nice holiday weekend!|

  • Wow! This blog looks exactly like my old one! It’s on a entirely different topic but it has pretty much the same layout
    and design. Superb choice of colors!

  • Hi there to all, how is the whole thing, I think every one is getting more from this site, and your views are pleasant
    designed for new viewers.

  • Wow, fantastic blog layout! How long have you been blogging for?

    you make blogging look easy. The overall look of your website is
    magnificent, as well as the content!

  • What’s up i am kavin, its my first occasion to commenting anyplace,
    when i read this piece of writing i thought i could also make comment due to this good paragraph.

  • Hello! I’ve been following your website for a long
    time now and finally got the courage to go ahead and give you a
    shout out from Humble Texas! Just wanted to mention keep up the fantastic job!

  • This article offers clear idea to opt for the brand new
    visitors of blogging, that the truth is the best way to do blogging and

  • I’ve been exploring for a little for any high quality articles or blog posts on this kind of area . Exploring in Yahoo I at last stumbled upon this web site. Reading this information So i am happy to convey that I have a very good uncanny feeling I discovered just what I needed. I most certainly will make certain to don’t forget this site and give it a look regularly.

  • Prettʏ nice рost. I simρly ѕtumbled upon your weblog and wisheⅾ to say
    that I have really loѵed browsing your webⅼog postѕ. After all I’ll be subscribing in yyour feeed and
    I am hoping you write օnce more very ѕoon!

  • Thank you for selective information. “The earth was made round so we would not see too far down the road.” by Karen Blixen.

Leave a Reply

Your email address will not be published. Required fields are marked *