Tuesday, August 27, 2013

Technology powering Cloudagent-Cloud based Call Center Product

We at Ozonetel take great pride in powering the call centers for SMEs/SMBs and Enterprises as well. We know that the call center is generally the first point of contact for a customer with a business and we are proud of the architecture we have created to make this contact as error free as possible.

Some numbers:

Currently Cloudagent handles more than 10 million call center minutes in a single month with more than 30,000 agents logging in. We also manage 10s of terabytes of data(audio, logs etc)

The Cloudagent API is also pretty robust and handles 10s of millions of API requests every month.

Technology Stack:

We have dabbled with all the cool new kids on the block including Redis, Mongo, Nodejs etc, but for our core, we have gone with the tried and tested stack and it has held us in good stead.

1. Mysql: The complete backend is handled in Mysql. Our star DBA, Anupam, has created a set of scripts and procedures which somehow magically handle whatever we throw at it.
2. Java and PHP: For the application layer we went Java and PHP. Though they may not be as sexy as the new programming languages, they have got the job done and we have so far found no reason to try out new things.
3. Beanstalk: For all queuing purposes we use Beanstalk. Once again, we had to add a lot of monitoring stuff on top of this, but its fairly solid.
4. Mongo: We push all our logging to Mongo and manage that centrally.
5. Redis: This is a new addition to the family, we are experimenting with a new analytical engine using Redis. The results are encouraging and we will be rolling out new dashboards next month.

Really sorry, this blog post is not about some flashy new tool which has helped us out :)

But the truth is, the old, tried and tested tools with proper fundamentals and good design patterns have helped us to reach this scale. We will talk about our design patterns in another blog post.

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