Case Study: NewVoiceMedia achieves real-time monitoring and 99.999% availability for its global SaaS contact center with InfluxData

NewVoiceMedia - Customer Case Study

NewVoiceMedia is a UK cloud communications company whose ContactWorld platform delivers a global, true‑cloud contact center with a 99.999% availability target. Faced with millions of requests, thousands of concurrent calls, distributed infrastructure across six clouds, and the need for sub‑second detection of issues, their legacy Opsview monitoring (minute‑level resolution) could not keep up with the volume, velocity or granularity required to prevent customer-impacting call drops.

They implemented an InfluxData‑based stack (InfluxDB, Telegraf, Kapacitor) alongside Grafana and New Relic to centralize high‑resolution time‑series telemetry, automate scaling, and store log metrics for trend analysis. The new solution delivers millisecond‑level visibility, faster debugging and data‑driven release decisions, and has given NewVoiceMedia the real‑time monitoring and scalability needed to meet their service guarantees and support global growth.

NewVoiceMedia

Jack Tench

Senior Software Engineer