Joulica unifies real-time and historic buyer expertise analytics with Amazon QuickSight


This can be a visitor publish by Tony McCormack from Joulica.

Joulica is an Eire-based startup within the contact heart trade. Our founders beforehand led contact heart analysis and improvement for a worldwide contact heart expertise supplier, and we based Joulica as a result of we noticed that the shift to the cloud and rising demand for information and analytics would remodel the customer support trade. Our platform delivers real-time and historic analytics throughout the wide range of information sources and buyer interplay channels that are actually frequent in most organizations.

It’s our mission to make buyer expertise analytics accessible to all customers in a company. Our prospects must have on the spot entry to the present state of ongoing buyer engagements as effectively tendencies and historic information patterns. They discover it tough to harness the entire information sources wanted to realize this, notably in actual time. To assist resolve this downside, we selected Amazon QuickSight, a cloud-native enterprise intelligence device that permits you to embed insightful analytics into any utility with custom-made, interactive visuals and dashboards.

On this publish, we focus on how QuickSight has allowed us to realize our purpose of unifying real-time and historic analytics for our prospects.

Embedding QuickSight to offer a 360-degree view

At Joulica, our specialty is real-time analytics. Actual-time analytics implies that as quickly as new information is obtainable, analytics are up to date, together with any visualizations which might be presently being considered by end-users. The wealthy embedding functionality of QuickSight allowed us to make use of QuickSight for historic analytics and our expertise for real-time analytics, multi function place. Visible embedding with QuickSight has saved us higher than two useful resource years of analysis and improvement time, enabling us to serve prospects sooner. We now have additionally been ready combine Joulica real-time analytics into QuickSight dashboards—so inside QuickSight, our customers can use each customary QuickSight visualizations and Joulica widgets, as proven within the following instance.

Our buyer journey analytics transcend typical contact heart reporting, and stitches collectively how prospects work together with organizations throughout channels. By pushing our analytics to QuickSight, we permit customers to dive deep into patterns in addition to particular person buyer journeys.

Integration with Amazon Join and different AWS companies

One of many predominant causes we selected QuickSight was due to its alignment with Amazon Join and the prolonged set of Contact Middle companies that AWS gives. Because the main supplier of analytics for Amazon Join, this was important. We’re deeply built-in with the total capabilities of Amazon Join, together with Amazon Lex and Contact Lens. Within the previous instance of a QuickSight dashboard, we see that as quickly as a KPI is up to date, the visualization routinely updates. Behind the scenes, Joulica is ingesting Agent Occasion Streams, Contact Occasions, and a number of real-time information feeds from Amazon Join, analyzing them and pushing a stream of real-time analytics to those widgets. This allows our prospects to have up-to-date info, along with the historic context, empowering them to enhance contact heart efficiency and make higher selections. That is all visualized inside QuickSight.

We will additionally ingest information from Amazon Kinesis and Apache Kafka, permitting stay analytics from further information sources to be visualized.

Empowering our prospects with insights in QuickSight

The important thing targets driving the necessity for analytics within the contact heart trade are buyer expertise optimization in addition to effectivity beneficial properties. That is related throughout all buyer touchpoints, together with digital channels, conventional contact heart channels, and rising areas reminiscent of social and sensible gadgets. Along with KPIs associated to service ranges and agent efficiency, organizations want entry to buyer suggestions and sentiment analytics, in addition to an evidence of how these are associated to enterprise efficiency reminiscent of gross sales and buyer retention. With QuickSight, we are able to supply out-of-the field analytics for all of those areas. The next instance reveals how straightforward it’s to make use of the Quicksight visible embedding characteristic to increase considered one of our real-time visualizations to indicate a geographic breakdown of buyer survey outcomes.

Because of the QuickSight and AWS pay-as-you-go pricing mannequin, we are able to present real-time and historic embedded analytics to our prospects routinely. We now have saved considerably by selecting QuickSight, each in value and improvement time, and the associated fee financial savings offered by Quicksight is handed all the way down to our prospects. Like AWS, our pricing is usage-based, that means that our prospects can scale as their operations develop.

We presently have prospects in North America, United Kingdom, the EU, and APAC. As we proceed to develop, we plan to discover different QuickSight options like Amazon QuickSight Q, as we pursue offering extra methods for our prospects to research, visualize, and interpret their contact heart information.

To be taught extra about how one can embed custom-made information visuals and interactive dashboards into any utility, go to Amazon QuickSight Embedded. To be taught extra about Joulica, please go to Joulica.io.


Concerning the Writer

Tony McCormack is the CEO and Co-founder of Joulica. Based mostly in Galway, Eire, he’s centered on offering enterprise-grade reporting and analytics for Amazon Join, Salesforce Service Cloud, and different platforms within the buyer expertise market. He has intensive expertise within the contact heart area, with a ardour for real-time analytics and their integration into end-user functions.

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