Spanish unified communications as a service (UCaaS) provider experiences performance boost by moving to MySQL HeatWave on Oracle Cloud Infrastructure.
Introduction & Background
Conecta Wireless, based in Spain, is a provider of IT solutions and managed services with over 15 years of experience and customers in Europe, the United States, and Asia. The company’s portfolio comprises—among other services—connectivity, cloud, and unified communications as a service (UCaaS). Its VoiceGen call and contact center integrates with customer relationship management (CRM) systems, social media and data mining tools.
Conecta Wireless started in 2007 specializing in voice and data, acquiring the Ericsson spin-off AB-TEL in 2012 to enhance its capacities as an integrator of information and communication systems.
Today 24% of its business comes from services driven by data and artificial intelligence (AI), focusing on empowering customers through omnichannel strategies, smart use of resources, and growth through data analysis. 15% of the company’s annual revenue is dedicated to research and development, recognized by AENOR, the Spanish Association for Standardization and Certification, under the specification EA0047—which ranks Conecta Wireless among Spain’s most innovative small and medium enterprises.
Business Challenges & Goals
Since it was founded, Conecta Wireless had been using the MySQL database. However, data center issues and lack of performance caused them to look for a cloud-based solution.
As a long-term user of MySQL with deep knowledge of Oracle applications, the company then chose to migrate databases and customer systems to MySQL HeatWave in the Oracle Cloud.
Business Results & Metrics
Conecta Wireless requires real-time processing for its customer’s contact centers. The customers use the VoiceGen platform for listening, speaking, recording, and reporting. Service has been improved with the faster performance of MySQL HeatWave and scalability of Oracle Cloud Infrastructure (OCI).
With OCI’s elastic scalability, Conecta Wireless has been able to serve small and medium enterprises running low-resource consumption instances. Previously, with large block servers in its data center, the company could cater only to big clients.
Scaling in OCI has also helped reduce contact center operating expenses by providing elastic infrastructure with which to scale resources during peak periods of consumer activity such as summer sales, Black Friday, and Christmas.
OCI has also brought long-overdue relief to its database administrators and engineers who no longer have to worry about servers, power, or service interruptions at night. Instead, the company’s IT team can focus on the core business of providing better services to customers.
With MySQL HeatWave, Conecta Wireless onboards new customers in hours rather than days, while improving its income stream. Conecta Wireless has increased recurring revenue to 80% of total income, gaining higher customer satisfaction in the process.
The company’s DBAs benefit from a unified console for monitoring, performance management, tuning, and administration of their cloud environment.
Customers with on-premises data centers benefit from an off-site storage location in the cloud that connects their critical applications in a redundant way and supports planned maintenance outages and unplanned downtime.
Conecta Wireless has harnessed the AI and machine learning (ML) functionality of MySQL HeatWave and OCI to make customer contact centers more productive and user-friendly. Call Center Sentiment Analysis, the OCI AI solution for contact center optimization, helps the company’s call agents assess the nature of comments in calls, messages, emails, and chat sessions, routing customers to agents with the appropriate responses and level of empathy.
Conecta Wireless has also deployed OCI Forecasting in its client offerings for determining the best channels to use for a specific campaign or for predicting how many incidents or service tickets will arrive through different channels. Its goal is to leverage AI and ML to empower business customers to predict future trends and optimize competitive strategies for staying ahead.
Several of the company’s new offerings have been developed in cooperation with Oracle Support. The Spanish wireless operator sees Oracle as proactive support partner, working hand in hand on AI architecture but also jointly solving issues with end customers.
The company is benefiting from OCI’s European Union (EU) sovereign cloud region in Madrid to satisfy data residency, security, privacy, and compliance requirements. This also mitigates customer concerns over sensitive data and applications being hosted outside of the EU.
Conecta Wireless and its customers also profit financially from the Oracle Cloud because, contrasted with other cloud players, OCI does not charge for inbound data transfer, which allows for processing thousands of voice data calls daily with no additional cost.
Why MySQL HeatWave?
Conecta Wireless selected MySQL in 2007, knowing that for developers it was the most popular open source database in the world for the development of applications and services. When taking its first stride into the cloud, the company selected MySQL HeatWave on OCI for the accelerated performance, scalability, cost reduction and for the support provided by Oracle teams.
“MySQL HeatWave is an environment that offers both high security and high performance. It fits with our technological strategy which is based on agility and data velocity. And with OCI we have the powerful environment needed to accompany our roadmap,” said Jorge Martín Diez.
Next Steps
Conecta Wireless plans to migrate all legacy systems step-by-step to Oracle Cloud. In parallel, it continues to leverage Oracle’s AI strengths plus the analytical power of MySQL HeatWave.
“The business world is more and more about data and AI. When it comes to the mastery and understanding of data and databases nobody comes even close to Oracle,” said Jorge Martín Diez.