Big Data Organization - Licia Wolf - ContactCenterWorld.com Blog
With the plethora of captured metadata, there is a pressing need to organize the main data with its metadata to run the desired interaction analytics. Our world is rapidly evolving from a model of one-channel simple recording to a model that allows the capture of a large volume of data and metadata streams; Multi-Channel High-Velocity Interaction Storage.
Front-End vs. Back-End
The capture of this new rapid-fire data and associated metadata mandates a decision point: organize it on the front-end, or process it on the back-end. Many analytic engines today work with non-structured databases that are populated with documents, posts and other content. Following a non-structured process instead of a structured one allows collection of all the associated data and metadata. However, this method requires more processing power than structured data to run analytics and obtain results.
The API that Integrates
The HigherGround platform addresses the needs of interaction storage, and emphasizes organization on front-end incoming data so that retrieval and reporting can be completed with less processing power. To assist in organizing data during capture for structured database environments, HigherGround has developed a Remote API software module that allows third-party developers to interface with the HigherGround platform.
The flexibility of the API provides the opportunity to connect the HigherGround platform to applications other than recordings and metadata. The Remote API is the foundation for integration of the HigherGround platform to any third-party device. For example, the Remote API could interface with a platform that collects data from sensors in rail systems in real time. This system could organize data and associated metadata such as train location, train speed, number of passengers, time of day, weather, etc.
The benefits are endless. With expandable user-defined attachment fields using cleartext (commands, variable parameters and responses), third-party developers can coordinate with HigherGround and adapt the platform to meet their custom requirements for interaction storage and analytics.
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About the Author - Tom Goodwin is the Vice President of Marketing at HigherGround. His background in telecommunications and data networking has been augmented with work in data analytics and automated reporting prior to joining HigherGround. Click here for more information on Tom and the rest of the HigherGround team!
HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.
Publish Date: December 13, 2017 3:09 PM