Increasing Customer Service Productivity with Big Data Analytics

During the course of our engagement, we helped our customer – an online marketing and web analytics company – increase the productivity of their customer support chat services by implementing a “Big Data” solution for analyzing unstructured data from their Chat Platform in real-time. Using virtualization with Informatica Data Services, we replaced an inflexible and a non-scalable system that only provided historical analysis of Chat Agent availability and productivity with a highly scalable, database independent system that provides real-time agent monitoring and guided, rapid decision making.

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