How innovative data engineering delivers great customer experiences

by Jay Malin, AGENT511 Managing Director

A recent Gartner Note, “How to Build a Data Engineering Practice That Delivers Greater Consumer Experiences,” highlighted the multidisciplinary role of data management within an organization.  The article avoided over-emphasizing one technology over another but was clear to define the benefits of doing so. 

Benefits include faster delivery time for products and services, leveraging third-party data into solutions, and easier fulfillment of regulatory requirements, non-exclusively.  These benefits resonate best with AGENT511’s public sector clients, and therefore it is imperative that our platform provides real-time access to data and analytics to fulfill the mission.  In the case of public safety, it may be to deliver the most accurate response as soon as possible.  Our utility clients seek to maximize customer engagement and loyalty while alleviating the time to respond to calls.

Part of building this practice is to acquire this competency by hiring team members with relevant experiences and training the team in these new methodologies. Recognizing this, our team of data engineers have grown as has the use of new cloud tools with superior data handling techniques.

This allows us to now collect and sort extremely large volumes of data and in real-time sort, share, and display this data.  Partitioned databases, replicated warehouses, data marts, pipelines and BI tools are now replaced by a single high-availability cloud platform that delivers all of this computationally intensive functionality with limited latency.

– Configurable graphical analytics such as energy comparisons may be generated for a single customer and shared via text message.

– Incoming calls may be correlated to other data such as nearby incidents, environmental conditions such as traffic and power outages, to route emergency calls to relevant personnel.

– Customers impacted by severe weather may be sent personal notifications based upon regional preferences and data trends.

Data applications may now leverage data across the entire organization to display trends and expose opportunities for improvement.  A correlation between field crew experience and regions may be a leading indicator for service restoration times.  Abandoned calls may be more likely from specific mobile carriers and geographic areas.   

We’re continuing to explore and invest in data engineering so our clients may reap the benefits of tighter and more meaningful engagement through data applications and analytics.