8x8 Powers Real-Time Analytics with Confluent

8x8, a leading cloud communications platform provider, empowers over a million business users with seamless collaboration and smarter workflows. By offering unified voice, video, chat, and contact center solutions on a global platform, 8x8 enhances customer experiences and accelerates business growth through real-time analytics.

In the mission-critical contact center environment, advanced analytics are crucial. Supervisors rely on real-time dashboards, packed with hundreds of metrics, to gain insights into vital customer experience metrics such as wait times and first-call resolution rates. These dashboards also provide visibility into agent performance, identifying successful inquiry resolvers and trending topics. This enables informed staffing decisions and accurate future needs prediction.

To support rapid expansion and efficiently onboard new customers, 8x8 sought a scalable and cost-effective solution. They chose Apache Kafka and Confluent Platform to create a reliable, secure, and scalable event streaming platform. This platform collects and analyzes call data and various events, generating billions of metrics that fuel real-time dashboards for 8x8's customers. Manu Mukerji, 8x8’s Senior Director of ML, AI, and Analytics, emphasized that Confluent Platform met their stringent standards for compliance, security, and resiliency, making it the ideal solution.

Confluent Platform is deployed in a high-availability configuration across 8x8’s 16 data centers, with data centers paired for disaster recovery using Confluent Replicator. This setup ensures continuous operation and data integrity. Additionally, 8x8 leverages Confluent Control Center to efficiently monitor and manage its Kafka infrastructure, ensuring optimal performance and stability.

Value Results:

• Lower Costs and Faster Service Delivery: Confluent enables a massively scalable, multi-tenanted, cloud-based solution that fully supports 8x8's cloud architecture, facilitating quick addition of new nodes to support new customers.

• Highly Resilient Platform: Confluent provides the reliability needed for mission-critical services with high availability within data centers and automated disaster recovery across data centers.

• Rock-Solid Security: Confluent ensures compliance with GDPR and other regulations, providing robust security for sensitive customer data.

• Enables Innovation: By leveraging Kafka, 8x8 unlocks the potential of its data, enabling the development of AI models that predict contact center call volumes and improve overall customer experience.