"Real-Time Data is Addicting"
By Irem Radzik-Oracle on Sep 20, 2010
Cbeyond's Randy Pugh, Director of BI Systems, and Duncan Meredith, Sr. Manager of IT Operations, shared their story with us during today's OOW session 'Real-Time Data Integration for Business Intelligence: Cbeyond's Success Story". "Real-Time is addicting. It is expected" is what they said when describing their business environment. And we hear that from many other Oracle GoldenGate customers.
Cbeyond started explaining the demand from call center management to access key call center metrics in real time, and how the demand for real-time data grew after the IT team started providing it to business users. "The thirst for real-time data is unquenchable" were the words from another Cbeyond executive, Minaz Vastani VP of IT, whom I talked to few weeks ago during a podcast. Duncan and Randy explained this notion with specific examples; such as real-time customer service demands information enables the call center management to optimize the workforce immediately. Another use case is proactive service management, by detecting network issues in real time and creating tickets for the affected customers immediately. These are great examples how timely information improves business operations and ultimately enhances customer service.
Cbeyond had tried to provide this real-time data access by pointing the reporting related queries as well as their online portal users directly on their source Oracle Siebel CRM production database. Unfortunately, high user demands deteriorated the performance of their mission critical OLTP system and they had to find another solution that would not impact the source call center platform.
In today's session, Cbeyond also talked about the decision for selecting the right real-time data integration technology. They evaluated multiple vendors for this solution and selected GoldenGate after a proof of concept process that included IBM Infosphere CDC . Cbeyond mentioned that they liked Oracle GoldenGate's reliability, scalability, and ease of use.
At Cbeyond, Oracle GoldenGate moves real-time data from their Siebel CRM application to two target databases:
1) Supporting real-time reporting needs.
2) Supporting their online portal Cbeyond Online.
With this solution it allows real-time data for end users without impacting the performance of the mission-critical Siebel CRM system. Cbeyond Oracle Business Intelligence Enterprise Edition for reporting solution.
With all these rich discussion points, the session was very interactive with many questions on their architecture and best practices Duncan and Randy recommended for similar solutions using Oracle GoldenGate. On behalf of Oracle, we thank Cbeyond for sharing their success story with Oracle users.