Real-Time Contact Centre Insights
Get Live Visibility Before Today's Issues Become Tomorrow's Complaints.
Bespoke dashboards powered by live contact data, designed around how your operation actually works - no off-the-shelf constraints, no vendor lock-in, and no awkward workarounds.
Get Live Contact Centre Insights
Stop Flying Blind When Demand Shifts
When contact volumes spike, queues wobble, or service quality starts slipping, it is rarely a "reporting problem" - it is an operational risk that shows up as longer waits, repeat contacts, missed SLAs, and unhappy customers. If insight arrives hours later, decisions become reactive, teams burn time arguing about numbers, and the cost lands in overtime, churn, and reputational damage.
Most environments are held back by fragmented channel data, inconsistent metric definitions, and slow pipelines that cannot keep up when pressure is highest. The fix is not another generic dashboard - it is a bespoke, integrated real-time insight layer that connects telephony and digital channels with CRM and ticketing context, so supervisors can act immediately with a single source of truth.
Here is what gets put in place:
- Live operational dashboards and wallboards tailored to roles, shifts, and the moments that matter
- Unified event capture across channels with consistent identifiers and metric definitions
- Low-latency processing built for contact centre workloads, including peak and seasonal load
- Pragmatic integrations into telephony, CRM, ticketing, QA, and digital tools via APIs, webhooks, and custom connectors
- Alerting and escalation paths mapped to real thresholds and operational ownership
- Governance that keeps numbers trusted (definitions, lineage, monitoring, and change control)
If delays, drift, or data disputes are already creeping in, the next spike will hurt more than the last. Schedule a Consultation to map the fastest route to live, actionable visibility.
Platforms & Technologies We Work With
Non-exhaustive - depends on requirements.
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Dashboards & BI
Grafana, Metabase, Apache Superset
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Data & Analytics
PostgreSQL, ClickHouse, Elasticsearch / OpenSearch, MySQL, SQL Server, Oracle, SAP IQ
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Streaming & Processing
Apache Kafka, RabbitMQ
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Data Engineering & Integration
dbt, Dagster, REST APIs, webhooks, ETL/ELT tooling, custom connectors (Genesys Cloud, Amazon Connect, Twilio, NICE CXone, Five9), CRM/ticketing integrations (Salesforce, Dynamics 365, Zendesk, ServiceNow)
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Deployment Options
On-premises, cloud, or hybrid (containerised where needed)
Use Cases to Protect SLAs and Reduce Waiting Time
Each use case is designed to reduce cost, risk, and operational drag while keeping teams in control of decisions.
What Your Teams Get Out of It
Our real-time insights platform is designed to improve operational control, customer outcomes, and supervisor effectiveness - without adding reporting overhead.
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Live Queue & Service Visibility
Monitor wait times, abandonment, SLA risk, and channel performance as it happens. -
Agent Performance Intelligence
Track adherence, productivity, resolution patterns, and coaching opportunities in real time. -
Customer Sentiment & Quality Signals
Detect negative trends early, flag risk interactions, and reduce repeat contacts. -
Predictive Demand Forecasting
Use historical and live signals to anticipate spikes and improve staffing decisions. -
Custom Alerts & Escalation Paths
Automatically notify the right people when thresholds are breached or patterns emerge. -
Unified Operational View
Combine real-time and historical data to expose drivers, not just symptoms.
Dashboards That Fit Your Industry
Real-time analytics deliver the most value when aligned to the pressures of your industry - service expectations, peak-demand behaviour, regulatory requirements, and operational complexity. We design dashboards and alerts that reflect what "good performance" means for your teams.
Telecoms
Identify service-impacting spikes quickly and reduce repeated contacts through better visibility of root causes.
E-Commerce
Track peak-period demand across channels, reduce abandonment drivers, and improve time-to-resolution during promotions.
Healthcare
Support patient communications with clearer queue management, faster follow-ups, and better handling of high-priority cases.
Logistics
Improve proactive communication by monitoring delivery-related contact drivers and resolving disruptions earlier.
Hospitality
Act on feedback and service issues immediately to protect guest experience and reduce escalations.
Retail
Maintain consistent omnichannel support by tracking demand shifts, returns surges, and campaign-driven enquiry volumes.
From Signal to Scale: How We Deliver
We turn your operational signals into real-time wallboards and alerts your teams can trust - built around the moments that matter, tuned for speed and accuracy, and designed to scale across teams and channels as you grow.
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Signal Mapping & KPI Definition
We align on the exact operational questions you need answered during the day, then define the metrics, thresholds, and event sources required to support them. This includes agreeing a shared glossary so supervisors, analysts, and leadership are looking at the same truth.
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Blueprint & Data-Flow Design
We design the event capture and processing path to meet your latency and reliability needs, selecting the right open-source components for streaming, storage, and querying. You'll get a clear architecture and rollout plan that fits your security posture and deployment preference.
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Connector Build & Live Integration
We implement the connectors, pipelines, and transformations needed to normalise data from each system, then wire up dashboards and alerts with role-specific views. We test under realistic peak conditions to ensure wallboards stay responsive when volumes surge.
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Enablement & Operational Runway
We provide documentation, handover sessions, and a practical operational model for ownership of metrics and dashboards. If you want us to stay close post-launch, we can extend coverage through our SLA-Based Technical Support or Dedicated Support Hours.
Why Choose Onyxsis?
Proof That We Deliver Measurable Results
Real outcomes in live operations, not "nice dashboards" nobody trusts.
In our Contact Centre Operations Hub case study, we built a unified platform for a leading UK telecommunications business, bringing customer insight and live operational visibility into one place. The outcome was practical, measurable change rather than a "nice dashboard" that nobody trusts.
We also reduced friction for agents by cutting context switching and improving day-to-day efficiency.
A Partner That Treats Your Problem Like Our Own
We are a senior, open-source-first team that gets hands-on, stays accountable, and tackles the hard parts rather than working around them. You will get straight answers, clear options, and a delivery team that takes pride in doing things properly.
Built Around You, Not a Standard Package
We do truly bespoke work: no fixed templates, no forced tooling, and no "one-size-fits-most" approach. We shape every engagement to your business realities, and we keep you in control of the decisions, access, and direction.
Support That Stays With You (and Scales When You Need It)
After go-live, we stay close to make sure your insight remains reliable as channels change, volumes shift, and operational priorities evolve. You get continuity, practical improvements, and people who know your platform - not a generic hand-off.
For businesses that want structured, responsive cover, we offer SLA-Based Technical Support and Dedicated Support Hours. This gives you a clear support model, predictable response, and priority access to engineers who are already familiar with how you operate.
If you are serious about faster decisions, calmer peaks, and fewer customer-impacting surprises, we will help you get there. Let's map the quickest route to live visibility you can trust.
Catch the Spike Before Customers Start Shouting
See volume surges, SLA risk, and service cracks as they emerge - politely, but firmly.
