Skip to main content
Splunk Lantern is a nominee for Knowledge Innovation and Knowledge Management in the CXOne Customer Recognition Awards. Click here to vote for us!
Lantern Home

 

Splunk Lantern

Contact Center

  1. Last updated
  2. Save as PDF

This collection of use cases for the Splunk platform provides insights specifically for contact centers, call centers, and customer experience management.

Contact centers are at the heart of customer engagement and have undergone significant transformation with the adoption of cloud-based platforms, AI-powered automation, and omnichannel communication strategies. Contact center operators rely on data to optimize agent performance, reduce average handle time, improve first-call resolution rates, and deliver seamless customer experiences across voice, chat, email, and social channels. Real-time analytics and intelligent routing are essential for managing high call volumes while maintaining service quality and customer satisfaction.

For additional security and observability use cases that could benefit your organization but are industry-agnostic, visit Security Use Cases and Observability Use Cases.

img_technology_GettyImages-1785843235-removebg-preview.png

 

Featured use cases for contact centers

  • Integrating Genesys Cloud with the Splunk platform
    Transform raw contact center logs into actionable business intelligence by integrating Genesys Cloud with the Splunk platform. Reduce MTTR, monitor call quality, and optimize agent performance in real time.
  • Monitoring contact center operations with Splunk ITSI
    With Splunk ITSI, you can transform call center and contact center operations from reactive to proactive by creating a single, searchable view of logs and metrics, enabling you to detect issues before they impact customers.

Additional use cases for contact centers

Many Financial Services use cases — including fraud detection, data analytics, and risk management — can also be applicable to contact centers. See the Financial Services industry page for more.

You might also be interested in these use cases:

Additional resources

These resources might help you understand and implement Splunk software in your contact center: