Case Study: a leading B2B telecommunication technology provider achieves real-time customer interaction insights with Persistent Systems' GCP-native data platform

U.S. telecom technology provider leverages GCP to stream contact center data for real-time analytics

A leading B2B telecommunication technology provider needed to create a data analytics layer for its GCP-hosted conversational AI platform. The challenge was to perform real-time analysis of customer interactions to gain insights into caller sentiment, agent performance, and key metrics to improve customer satisfaction and reduce churn. They partnered with Persistent Systems to develop this solution.

Persistent Systems built a Google Cloud-native data platform that processed over one billion messages daily through real-time streaming pipelines using Pub/Sub and Dataflow. The solution included a BigQuery data warehouse and a Looker dashboard for actionable insights, enabling the client to analyze call data in real time. This allowed the business to immediately identify service issues, improve service delivery, and leverage caller feedback for strategic upgrades, ultimately enhancing customer satisfaction and reducing churn rates.