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RingCentral is an IP voice telephony provider established in the late 1990s. Most of the company’s business is done in the North American market, with an active expansion to the European market currently underway. One of its competitive advantages is full-fledged telephony functionality for customers without access to the wired telephone network who would like to use a wide range of services, including messaging, voicemail, and the ability to set up remote contact centers.
“There are a fairly large number of companies operating in this sector, which is why we are constantly evolving by offering new services, data plans, etc. Yet it is not enough to merely provide telephony services in order to generate customer loyalty: one way to achieve this is by using a reliable service that supplies 24/7 business intelligence for both external and internal clients,” says Igor Trosko, Vertica database administrator, RingCentral.
The ability to receive information quickly is extremely important in the telecom business. This kind of efficiency has to be achieved on several levels. Customers need quick access to information about services provided to them, engineers need to be able to analyze system metrics and marketing and finance teams need to be able to measure business performance.
The lack of fully functional support for online analytical processing cubes (OLAP) in the company’s database management system presented the biggest challenge for the company’s business intelligence (BI systems. The company used several well-known products. However, these systems were deployed on a single server. A server failure rendered the services completely inaccessible. They were not too flexible in terms of load management either. Moreover, many platforms with the capability to create data repositories have a very long response time, which is very bad practice in the case of online systems.
“We needed to ensure the shortest possible response time for a large stream of requests of unknown intensity. The number of requests varies greatly over the course of the day: from several requests to hundreds of requests per minute,” continues Trosko.
When it came to choosing a new solution, the company opted for the best product without any hidden pitfalls the market had to offer – Vertica Analytics Platform. This platform proved to be an ideal solution and has been used to support business intelligence systems for close to three years now.