Case Study: 8x8 achieves real-time customer insights and improved call center efficiency with Cloudera

8x8 delivering customer insights from thousands of call hours using NLP

8x8 is a global cloud communications and customer engagement provider serving over a million business users in 150+ countries. Facing hundreds of terabytes of call records and millions of new records per day, the company needed to evolve from a communications provider into a data- and AI-driven business that could deliver real‑time, actionable insights (sentiment, IVR, routing, fraud detection) from call data—a scale and speed beyond traditional data warehouses.

Working with Cloudera, 8x8 deployed a modern data platform (HBase, Spark, Spark Streaming, Kafka) in a hybrid on‑prem/cloud architecture to run real‑time ML and NLP on call detail records and voice recordings. The result is smarter IVR and routing, proactive call‑quality and sentiment insights, and real‑time fraud detection—driving greater call center efficiency, shorter hold times, improved call quality, and higher customer satisfaction.

8x8

Manu Mukerji

Senior Director of ML, AI, and Analytics