Case Study: Leading U.S.-based Wireless and Telecommunications Service Provider achieves $5M annual call center cost reduction with Gathr

Call center agent monitoring for a leading wireless & telecom service provider

The Leading US-based Wireless and Telecommunications Service Provider engaged Gathr to improve call center performance, boost customer satisfaction, and gain 24/7 visibility into agent desktop activity. The customer needed real-time monitoring of idle time, website and application usage (including Outlook), and distinct tracking for on-call, off-call, and on-hold states—requirements Gathr met with a real-time streaming analytics solution.

Gathr implemented a three-part pipeline: data collectors to ingest desktop, call and app events; Kafka and Storm processing with enrichment and timer processors to correlate and sequence events; and persistence to HDFS, ElasticSearch and Apache Phoenix for reporting and compliance. The solution delivered measurable impact: an annual cost reduction of $5 million, agents handling 30+ calls per day, idle time reduced to 15 minutes/day, after-call work cut to 30 minutes/day, improved customer experience, CPNI compliance, and detection of anti-company/union propaganda.