One of the curious inverse relationships common to many advanced technologies plays out consistently in UC: The more intuitive and elegant the UI for managing unified services, the more complex and vast the processes and dataset underpinning it grows. And the bigger the logs — over 20 TB daily in 8×8’s case, generated by many different services — the more complex it becomes to troubleshoot and analyse errors in real-time, and maintain that clean and effective experience for the customer to use.
https://youtu.be/4yEwhGGy5j8
Big data means big challenges
This was the challenge faced by Dashbase’s first customer, as Alex Munk, CEO and co-founder, explained:
“Because of 8×8’s scale and breadth of product portfolio, we knew they would be facing the most complex challenges that exist in this industry — with a combination of new products and strong existing products, and hundreds of engineers all around the globe, working together to make these applications run smoothly.”
Mehdi Salour, 8×8’s SVP of Network Operations and DevOps explained in a recent video, the strength of the single platform they operate conceals the complexity generated by the millions of endpoints involved in providing VoIP connectivity, and the vast amounts of data that generates. “A chat session can turn into a video collaboration event, and a transaction event actually traverses through many different systems… Dashbase makes it possible for us to look at that entire data.”
Partnership solution
This powerful product fit results from a uniquely close partnership between the two teams, which shaped the development of Dashbase from its early days. As Munk explained, “our teams have worked closely together from the beginning, both over chat and on site. We know the team really well, and release by release, our product has been more and more honed to their specific telephony use cases.”
“We knew that whatever we were building for 8×8 was going to be highly transferable to other companies that deliver similar types of services… So now we go to meetings with new companies, and we know what they’re going to ask us, thanks to the insight we’ve gained from the close relationship with 8×8.”
As the capabilities of Dashbase grew it made sense to productise their services, with the encouragement of their partners at 8×8: “They’re really transparent and supportive, and they care about having great tools for the space, to push the industry forward,” explained Dashbase’s Head of Sales, Jordan Philips.
“The complete data ingestion and troubleshooting service that Dashbase offers wasn’t served well by any other logging solution,” he continued. As Dashbase grew alongside 8×8’s expansion, “we learned just how interesting the problems were, how complex, and how broad.”
“Real-time communications and engagement is becoming infused in every single application that’s getting built these days, part of that macro trend for the industry”
And for real-time delivery, it’s essential that customer support queries are resolved rapidly without complex escalations and delays, which makes Dashbase’s service an essential element in delivering quality.
If you’re interested in learning more about Dashbase, you can check out their website or email them directly at [email protected].
