In my last project I faced a situation where the customer asked me about the best option for a particular topic and this time my answer had to be “it depends”. As a consultant, my duty was to provide two different options (with their corresponding pros and cons) but I could not make a decision on this, since the answer was highly dependent on the composition of IT service providers in different areas and also their road map.
During the time we spent at our customer in Abu Dhabi, we learned a lot about the SSM customization until we realized that the final product could be a new standard instead of a customization.
Our customer had some concerns about the out-of-the-box features and they were asking us to modify the functionality by adding new ones and automating the entire platform.
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There are some scenarios in which a fast pace is required for data monitoring. This is where real time dashboards come in. A real time dashboard can display information with a high degree of frequency. This information is used by the audience to make quick decisions to correct the behavior of certain foreseeable trends. Real time dashboards can also set off alerts based on business thresholds allowing the audience to react quickly based on up-to-the-minute information.
Real time business intelligence is relevant to multiple industries and departments. Dashboards can be used to monitor call centre performance, IT system usage, data security, dynamic pricing, and inventory optimization and even support fraud detection and risk management efforts. Based on our experience building a real time dashboard to monitor call center data, this article will highlight tips and lessons learned for anyone who is undertaking a similar project.
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