Case Study: RingCentral achieves real-time call quality monitoring and fraud elimination with Cloudera

RingCentral Measuring Call Quality and Reducing Fraud in Near Real Time

RingCentral, a UCaaS provider that enables voice, video, messaging and contact center services, needed to maintain high call quality, customer satisfaction and security while expanding into new countries and handling millions of calls per day. The company’s challenge was stitching together logs from five different infrastructure systems per call and processing overwhelming data volumes fast enough to detect quality issues and fraud in a timely way.

RingCentral partnered with Cloudera and StreamSets to build a real-time, 360° view of calls on a modern data platform (CDH) with encrypted storage and streaming ingestion. The solution lets teams pinpoint call-quality problems as soon as calls end, calculate call costs to detect and eliminate fraud, accelerate product rollouts by months, and improve customer experience—e.g., identifying a codec issue that, once fixed, noticeably boosted call quality.

RingCentral

Mike Becker

Senior Manager