Case Study: 8x8 achieves real-time, scalable, and secure contact-center analytics with Confluent

8x8 Powers Real-Time Contact Center Analytics with Confluent

8x8, a leading cloud communications and contact-center provider serving over a million business users, faced the need to deliver real-time, multi-tenant analytics at massive scale while ensuring strict data separation, strong security, and high availability. To address this, 8x8 selected Apache Kafka and Confluent Platform from Confluent as its event-streaming foundation.

Confluent implemented Confluent Platform (including Confluent Replicator and Confluent Control Center) across 16 datacenters with paired disaster recovery, ingesting and processing billions of data points daily to power real-time dashboards and ML-driven forecasts. The Confluent solution delivered lower costs and faster service delivery, rock‑solid security and high resilience for mission‑critical services, and the ability to rapidly onboard new tenants and enable predictive features (e.g., 12‑hour call‑volume predictions).

8x8

Manu Mukerji

Senior Director of ML, AI, and Analytics