By Thomas Youngblood, Cox Communications, Inc.
In today's hyper-connected world, consumers expect instant communication through social media, fast shopping and shipping services, real-time news alerts, and prioritizing their time with family, friends, and leisure activities. The efficiency and performance of contact centers are critical to maintaining customer satisfaction in this environment. Large corporations often utilize internal staffing and outsource partners to manage the capacity of contact center interactions across multiple contact types (voice, chat, email, and social media). Organizations that have multi-vendor contact centers have the unique challenge of managing and analyzing metrics across multiple ACD (Automatic Call Distribution) platforms. When hold times matter and voice interactions build empathy and trust in business relationships, it is crucial for contact center administrators to have a holistic view of real-time metrics and make swift decisions to preserve those precious seconds.
A cloud-native application not only provides scalability and redundancy to ensure performance and uptime, but also supports customer-focused development by leveraging integrated platforms for interoperability and robust centralized logging and health metrics. Transitioning the platform from on premise Kubernetes to cloud-native enabled the platform to utilize a comprehensive suite of technologies with specialization in capabilities specific to real-time data metrics (including databases, data transformations, data streaming, and analytics and machine learning).
This white paper outlines how Cox harnessed readily available data, aggregated it, enhanced it, performed calculations, and displayed it to our contact center administrators in near real-time. The solution is enterprise-scalable, redundant, and diverse, with future development in mind, all while maintaining a cost-effective approach.