Cbeyond has implemented Oracle GoldenGate to access real-time data from Oracle’s Siebel CRM application while maximizing its performance and reliability.

Cbeyond is a leading provider of voice, data and mobile business applications to more than 53,000 small businesses across the country.

With growing demand for real-time data to support its call center operations and heavily used online customer service portal CbeyondOnline, Cbeyond was directly accessing the production databases, which degraded the performance of its Siebel CRM call center application. The company needed a real-time data integration solution that could minimize the strain placed on its mission-critical systems.

By offloading real-time reporting to an operational data store (ODS) using Oracle GoldenGate, a component of Oracle Fusion Middleware, Cbeyond significantly improved the availability, reliability and performance of its Siebel CRM application while providing business users with real-time data. Cbeyond also uses Oracle GoldenGate to feed real-time CRM data to a dedicated ODS supporting its CbeyondOnline solution.

Leveraging Oracle Business Intelligence Enterprise Edition on the ODS, Cbeyond is able to turn real-time call center data into timely, actionable information to more efficiently manage call center operations and resolve customer requests.

The real-time business intelligence solution, enabled by Oracle GoldenGate and Oracle Business Intelligence Enterprise Edition, reduced the time to generate reports on customer service tickets by up to two weeks.

Armed with a real-time view into customer service tickets, Cbeyond has been able to identify trends, improve call center representative productivity and reduce problem resolution times.

In the future, Cbeyond plans to use Oracle GoldenGate’s low-impact real-time data integration capabilities for its billing system, to enable real-time, granular reports on service usage for its customers via mobile phone or customer portal.

Supporting Quote

“As a service provider, it’s critical that we have real-time visibility into our customer service operations to make sure we meet our customers’ diverse IT and communication needs effectively and efficiently,” said Minaz Vastani, vice president of IT, Cbeyond. “Oracle GoldenGate has provided us with access to extremely valuable real-time data that has led to better, faster service for our customers, while maximizing the performance and reliability of our mission-critical Siebel CRM system.”