Case Study: Leading Cloud-Based Communications Technology Company achieves real-time call center monitoring and improved customer satisfaction with Gathr

Real-time call monitoring solution for a leading U.S call center

Leading Cloud-Based Communications Technology Company, a hosted contact center provider, needed unified, real-time visibility into its distributed infrastructure to improve performance metrics, eliminate guesswork in problem resolution, and dramatically increase customer satisfaction. Gathr implemented a real-time infrastructure monitoring solution using the StreamAnalytix platform to monitor calls, trace complete call flows, view live calls, and enable filtered searches by caller, number and queue time.

Gathr delivered a multi-part solution—real-time IVR call stitching, dominant path flow analysis, SLA alerts, multilingual sentiment analysis, and predictive analytics—backed by technologies like Kafka, Storm and ElasticSearch to provide centralized dashboards and reporting. As a result, Gathr enabled end-to-end call tracing, faster escalations and capacity planning, and measurable business impact including millions of call minutes monitored, numerous person-months of productivity gain, faster complaint resolution, higher customer satisfaction scores and improved customer retention.