StreamAnalytix created $5 million annual savings for a leading Wireless & Telecom Services provider

Case Study

StreamAnalytix Created $5 Million Annual Savings with a New Agent Monitoring System Leading Wireless & Telecom Services Provider


A leading US-based wireless and telecommunications service provider wanted to optimize call center cost by tracking the desktop activities of the call center representatives in real-time. This required creating a centralized system where operations personnel would be able to:

  • Track idle time
  • Track what websites are being used for how much time
  • Track outlook usage
  • Track various applications being used on the desktop

The client also wanted to track desktop activities when the agent is:

  • On call
  • Not on call
  • On call and kept customer on hold


StreamAnalytix delivered a three-part solution:

  • The team developed a Data Collector component to ingest data from multiple sources and send it to the respective Kafka topics
  • Built-in Kafka channels were used to ingest data further in Storm pipelines and process them. The following StreamAnalytix bolts were used to process the data:
    1. Enricher Processor: Provided support to look up and enrich raw data by adding metadata required for further correlation
    2. Timer Processor: Collected events within a time-based window and sorted them to maintain their sequence
  • StreamAnalytix persister components were used to persist

Business Benefits

  • Annual overall cost reduction of $5 million
  • Improved agent productivity with ability to handle more than 30 calls per day
  • Improved customer experience
  • Reduced agent idle time to 15 minutes per day
  • Reduced overall after-call work activities of agents to 30 minutes per day
  • Handling of CPNI information compliance
  • Identification of anti-company and union propaganda

You may also be interested in…


Case Study

Real-Time Multi-Lingual Classification and Sentiment Analysis of Text Using StreamAnalytix

Challenges A major telecom company providing nationwide telecom services wanted a system that performs real-time, multi-lingual classification and sentiment analysis…

Case Study

Top US Airline Boosts Customer Experience Across Channels with StreamAnalytix

Today, airlines have access to a wealth of customer data. The ability to utilize this data in real-time can lead…

Case Study

A leading Contact Centre builds a Real-Time Call Center Monitoring Solution with StreamAnalytix

A leading cloud-based communications technology company that offers hosted contact center services needed a way to improve performance metrics, eliminate…

White Paper

IoT: The Trigger for Streaming Analytics

An Ovum white paper for Impetus StreamAnalytix The Internet of Things (IoT) is becoming ubiquitous. More than just a curious…


Harnessing the Firehose: Getting Business Value from Streaming Analytics

The Briefing Room with Dr. Robin Bloor, Dez Blanchfield and StreamAnalytix- Impetus Technologies Do you feel the pace of business…


Why Apache Spark is the right way to get a real-time customer 360 view for your business

A survey by Bain & Co. reveals that more than 89% of organizations believe that customer service plays a critical…

Start your free trial

of StreamAnalytix

Schedule a Demo