Case Study: Dialpad achieves real-time customer intelligence with StarTree Cloud

Dialpad Powers Real-Time Customer Intelligence with StarTree Cloud

Dialpad, the AI-powered customer intelligence platform, needed a real-time analytics foundation for its contact center and coaching products. Its existing proprietary database could not keep up with streaming, user-facing workloads, leading to query caps and P95 latencies that often exceeded 30 seconds, making it unsuitable for real-time call center management.

To solve this, Dialpad implemented StarTree Cloud, powered by Apache Pinot, alongside Confluent Cloud for streaming ingestion. With this architecture, StarTree helped reduce end-to-end ingestion latency from over a minute to an average of 500 ms and as low as 10 ms, while supporting high-concurrency analytics, upserts, flexible indexing, and hybrid tables for live and warehouse data.

Dialpad

Evan Galpin

Engineering Manager