Adanto Boosts Service & Cuts Costs with Big Data Analytics
Adanto’s Real-Time Big Data Analytics solution streamlined operations for a global HR leader, cutting abandoned calls from 18% to 5%, reducing hold times to 4 minutes, and enhancing real-time insights with advanced reporting and dashboards.
Adanto has helped us be more productive and monitor costs of an AWS cloud
Dan Powers
Director, IT Shared Services
Robert Half
Adanto has helped Robert Half and Protivity accelerate our services deliverry and lower our development costs.
James Johnson
VP of IT
Robert Half
Adanto has performed the project on time and to our complete satisfaction. We have achieved our goal of improved visibility in our global call centers and could fix issues much quicker for our internal clients
Eddie Borrero
Chief Information Security Officer
Robert Half
I want to thank the entire Adanto team for all your efforts and help with ITMCC and Robert Half. I want to thank the team for your efforts on the project, providing the resources so quickly and being so flexible and nimble during the development cycle. Adanto is our go to partner for our new initiatives in our Marketing vertical
Frank Ficken
IT Portfolio Manager
Robert Half
Adanto was pivotal in getting our iTrack Reporting Workstream Project on track and successful. Sheila Santana, VP, IT
Sheila Santana
VP, IT Field Services
Robert Half
Glad that Adanto could get us started with IAM Automation Tool and Security metrics for our CISO and my Information Security Services Organization.
Jason Zirkelbach
Sr. Director - Enterprise Information Security
Robert Half
Adanto SOC consultation and proposal was very compelling and on par with the GE proposal. Your security engineers are very caapable.
Mark Hopkins
Security Operations (SOC) Lead
Robert Half
Adanto and especially Magic were instrumental in getting our iTrack Reporting Workstream Project on track and successful, beyond expectations. Thank you. The whole team was wonderfule to work with in on site in San Ramon, CA and off-site from Poland
Thuy Nguyen
Sr. Manager, IT Development
Robert Half
Adanto has helped us be more productive and monitor costs of an AWS cloud
James Wetzig
Sr. Manager, Architecture & Infrastructure Platform Delivery
Robert Half
Majic (Maciek) and the rest of Adanto team were great to work with. Thank you.
Jeff Keihl
Functional Architect, IT Development, Financial Services Applications
Robert Half
Adanto has helped us in our first phase of creating DataLake and gathering data in centralised location
Sean Perry
CIO
Robert Half
Thank you Adanto Team for the foundational architecture decisions and deliveries to get us going with Web Alerts!
Jim Falls
Sr. Director, IT - Marketing/Corporate Communication Services
Robert Half
Adanto software team with Piotr really rocked.
Scott Francis
Sr. Director Applications
Robert Half
Key Results
72%
Reduction of the abandoned calls (from 18% to 5%), translating to thousands of retained customer interactions annually
73%
Decrease in average call hold time (from 15 to 4 min), significantly improving customer experience and reducing costs
20-30%
Estimated annual savings in operating costs due to reduced manual reporting, improved SLA
Technologies used
- ETL and Data Integration:
- Pentaho Data Integrator (ETL tool)
- MySQL (for data warehousing)
- APIs and Real-Time Data Access:
- REST APIs (for real-time data access and updates)
- Cloud Infrastructure:
- Amazon AWS (cloud storage and processing)
- Microsoft Azure (cloud storage and analytics platform)
- Reporting and Dashboards:
- Microsoft Power BI (for advanced reporting and interactive dashboards)
- Machine Learning and Analytics:
- Custom machine learning algorithms (for data correlation and advanced analytics)
- Source Systems for Data Extraction:
- ShoreTel (PBX business phone systems)
- CIC (Customer Interaction Center)
- ServiceNow Cloud (service management system)
Challenge
Environment: A complex global operation with 15 contact support centers across North America, EMEA, and APAC regions, handling 2.5 million monthly events across 30 disparate databases, using systems like ShoreTel, CIC, and ServiceNow Cloud.
Challenge: Manual reporting, data silos, and lack of real-time insights led to poor SLA performance, delayed issue resolution, high operating costs, and customer dissatisfaction.
Key goals
Enable real-time analysis of caller behavior for management decision-making
Provide accurate, real-time reports for call center management and stakeholders
Deliver predefined executive dashboards accessible via cloud on mobile and desktop
Streamline operations by integrating data from multiple systems and improving reporting accuracy
Solution
Adanto implemented a powerful real-time Big Data Analytics solution to transform a global HR leader’s contact center operations. By integrating advanced technologies, cloud platforms, and machine learning, Adanto streamlined a complex, siloed environment into a real-time analytics system:
- Data Integration: Adanto centralized data from 30 disparate databases using Pentaho ETL and MySQL, integrating sources like ShoreTel, CIC, and ServiceNow
- Real-Time Access: REST APIs enabled continuous data updates, providing stakeholders with up-to-date insights for decision-making.
- Machine Learning: Advanced algorithms correlated data across systems, achieving 89% accuracy by using time as a common key.
- Cloud Infrastructure: AWS and Azure ensured scalable, secure storage and accessibility for global users.
Reporting and - Dashboards: Microsoft Power BI delivered real-time dashboards and reports, enabling data-driven decisions from any devices.
- Optimization: Custom tools enhanced data collection and accuracy, resolving inefficiencies and boosting operational performance.
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