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Development of a Scalable and Secure Customer Call Tracking Platform with Advanced Analytics and Integration Capabilities
  1. case
  2. Development of a Scalable and Secure Customer Call Tracking Platform with Advanced Analytics and Integration Capabilities

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Development of a Scalable and Secure Customer Call Tracking Platform with Advanced Analytics and Integration Capabilities

oxagile.com
Business services
Information technology
Telecommunications

Challenges in Scalability, Data Analysis, and Privacy Compliance

The client required a modernized call tracking system to handle millions of daily customer interactions, ensure GDPR compliance, and improve performance for existing clients while attracting new business through advanced analytics and personalized service delivery.

About the Client

A customer service provider seeking to enhance call tracking capabilities to improve client satisfaction and operational efficiency

Objectives for Enhanced Call Tracking System

  • Improve system performance and scalability to process 30 million+ daily events
  • Implement GDPR-compliant data anonymization mechanisms
  • Enable advanced customer behavior analytics and call personalization
  • Integrate with third-party CRM and BI tools
  • Ensure high-load backend reliability and security

Core System Functionalities

  • Advanced customer intelligence analytics
  • Behavior-based call personalization
  • High-volume event processing (30M+/day)
  • Smart call distribution engine
  • Sensitive data anonymization/redaction
  • SalesForce CRM and hosted PBX integration

Technology Stack Requirements

Golang
PHP
NATS messaging
Microservices architecture
Lossless audio codecs

Third-Party Integration Needs

  • SalesForce CRM
  • BI analytics platforms
  • Hosted PBX systems
  • Third-party transcription services

Performance and Security Requirements

  • Support 30 million+ daily events with <50ms latency
  • GDPR-compliant data encryption and access controls
  • 99.99% system availability with auto-scaling
  • Comprehensive security testing (penetration, load, compliance)
  • 80%+ unit test coverage

Expected Business Impact of the Enhanced Call Tracking System

The solution will enable automated marketing operations, improve agent performance through actionable insights, increase customer loyalty via data privacy measures, enhance satisfaction through personalized responses, and support business growth through scalable infrastructure capable of handling exponential user growth.

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