Case Study: Cisco WebEx achieves higher customer satisfaction and 17x more fraud detection with Cloudera

Improving the Customer Experience and Customer Ratings

Cisco WebEx, a leader in audio, video and web conferencing that supports more than 26 billion conference minutes per month, faced fragmented data silos and scaling limits that made it difficult to see end‑to‑end customer experience (e.g., meeting join time), correlate operational and business data, and keep up with growing telemetry expected to reach petabyte scale.

WebEx built an enterprise data hub using Cloudera, Platfora and Cisco UCS, streaming real‑time data with Apache Spark and Kafka and applying machine‑learning to auto‑generate fraud rules. The platform improved troubleshooting and real‑time alerting, increased customer satisfaction and ratings, detected up to 17× more fraud, cut platform cost to about one‑tenth of a traditional data warehouse, sped new use‑case launches from a month to under a day, and reduced provisioning time by roughly 80%.

Cisco

Joe Hsy

Director of Development and Engineering