Author: Bhupesh Sharma

In this post, we discuss challenges with relational databases when used for real-time analytics and ways to mitigate them by modernizing the architecture with serverless AWS solutions. We introduce you to Amazon Managed Service for Apache Flink Studio and get started querying streaming data interactively using Amazon Kinesis Data Streams. We walk through a call center analytics solution that provides insights into the call center’s performance in near-real time through metrics that determine agent efficiency in handling calls in the queue. Key performance indicators (KPIs) of interest for a call center from a near-real-time platform could be calls waiting in the queue, highlighted in a performance dashboard within a few seconds of data ingestion from call center streams.