实时联络中心分析
技术
- 分析与建模 - 实时分析
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 国家安全与国防
- 零售
适用功能
- 人力资源
- 物流运输
用例
- 实时定位系统 (RTLS)
- 篡改检测
服务
- 云规划/设计/实施服务
客户
8×8
关于客户
作为领先的云通信平台提供商，8×8 使超过一百万的企业用户能够更快地协作和更智能地工作。该公司在统一的全球平台上提供语音、视频、聊天和联络中心解决方案，并辅以实时分析，帮助企业取悦客户并加速业务发展。
挑战
在关键任务、多租户环境中为基于云的通信服务提供实时分析。
作为快速发展的多租户 SaaS 联络中心解决方案，8×8 需要一种快速且经济高效地添加新客户的方法。为了支持这一点，该公司决定为所有客户提供一个单一的事件流平台——一个可以随着新客户的加入而快速、轻松地扩展的平台。
该平台需要是多租户的，提供严格的数据分离——这是客户的一项关键要求——并且鉴于其任务关键性质，它必须具有高度的弹性。强大的安全性也是必须的，因为 8×8 处理敏感的呼叫者信息。
解决方案
使用 Confluent 创建一个可靠、安全且可扩展的事件流平台，该平台收集和分析呼叫和其他事件，生成数十亿个指标，为 8×8 的客户提供实时仪表板。
在 8x8 的目标架构中，Confluent Platform 以高可用性配置安装在公司 16 个数据中心的每一个中。
该公司还使用 Confluent Control Center 来监控和管理其 Kafka 基础设施。这可以在出现问题时为客户提供主动警报，并且客户非常欣赏这些警报。
运营影响
数量效益
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