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Knowlarity at Pycon 2014

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Tapas Dwivedi
Tapas Dwivedi

The document provides information about Knowlarity and its offerings. It states that Knowlarity is the number 1 player in its country with over 6500 customers in 65+ countries. It has over 450 employees and 4 offices. Knowlarity offers hosted PBX, IVR, fax, and conferencing solutions that are scalable and help businesses with tasks like customer engagement, data collection, and more.

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Knowlarity at Pycon 2014
www.knowlarity.com ABOUT: WHO ARE WE? Market leaders: we are no. 1 in the country Customer strength: over 6500 happy customers Global presence: over 65 countries and counting Different industries: over 25 verticals covered and expanding Super scalable: over one million calls/ hour handled successfully The winners take it all: bagged over 75 awards Excellent brains: 450 dedicated team working round the clock Fun at work: 4 super cool offices that make work fun
KNOWLARITYS OFFERING
SuperReceptionist is your personal receptionist hosted virtually, having economic and operational advantages over traditional PBX systems. You get an exclusive telephone number that operates 24x7. VoicemailMini CRM integration Click-to-call Vanity & Toll-free numbers Professional greeting Conferencing Number portability Call recording SUPERRECEPTIONIST Hosted PBX For Business
SmartIVR strengthens enterprises with the power of a comprehensive marketing, sales, and customer support solution. Customer mobile verification Emergency communication CRM Integration Marketing ROI tracking Cloud based Call center Customer feedback Data collection Through IVR Missed call back SMARTIVR- Hosted IVR Solution For Enterprises
SuperFax is the powerful and affordable faxing solution thats as easy as checking your email! Perfect for todays businesses that demand simplicity, affordability, and power. Personalized Phone number Receive faxes in your email Send faxes Via email Send fax to multi recipients Incoming fax to PDF Online fax security SMS alert on email notification 24x7 customer support SUPERFAX- Send Faxes Anytime, Anywhere
Super Conference is your virtual meeting room on cloud connecting your teams anytime anywhere in seconds Unlimited conferencing Professional greeting Secured dial in Unique Pin Blacklist feature Whitelist feature Call recording Generate reports in real time SUPERCONFERENCE- Virtual Audio Conference Room On Cloud
USE CASE: COMMUNITY ENGAGEMENT Invited participants to call on a toll free number & record their own Del Monte Jingle Shared funny lyrics for Del Monte Fruit Drink song contest The Result Overwhelming response. The winners name posted on official Facebook page Facilitated the Hyundai Tell your i10 story campaign Invited i10 users invited (by Shah Rukh Khan) to call on a toll free number Recorded stories from callers &the best story awarded The Result Hyundai received close to 50,000 calls (entries) in 5 months and created a great fan base. Voice based solution Engaging on mobile
Provided solutions to engage fans via mobiles thus increasing ticket sales Invited fans in Chandigarh to cheer for the team in the voice of Adam Gilchrist Awarded the best cheer messages with free tickets and other goodies The Result Huge fan base (with their telephone numbers) which they could leverage for ongoing engagement Leveraged cricket & telephony to create awareness and brand recall. Invited fans to call on a number & record an alarm message for their favourite cricketer Added Colgate Max Fresh Jingle to the recording. The Result In a span of 60 days, Colgate Max Fresh registered 2,36,348 calls ! Enhanced SMM participation Increased call volume USE CASE: COMMUNITY ENGAGEMENT
USE CASE: DATA COLLECTION Called over 1.5 lakh teachers across 72 districts of Uttar Pradesh at a fixed time Promted teachers to enter no of students who recieved meals on that day Maintained responce by simply recording entered number from respondent's phone. The Result This data was then automatically fed to the server in Delhi. Officials who could check the data at anytime. Provided a phone number to all shop owners selling PespiCo products. invited retailers to call on this no. once out of stock Promted him to enter stock requirement via pre-recorded message Shared the order directly in PepsiCo data and proceeded the delivery. The Result Pepsico was able to streamline stock delivery process directly to retailers, saving time. Voice based solution Data entry solution
TOPOLOGY AWSSIVR SF SR Datacenter 3 Datacenter 2 Datacenter 1
DATA CENTER 1. Missed Calls 2. Call Conference 3. Call Forwarding (parallel/sequential) 4. Fax service 5. TTS 6. Web Nodes 7. Channel Restrictions 8. NDNC (Do not Call Registry) Modular Architecture No single point of failure Highly Available Million plus calls a day Opensource components Knowlus API Knowlus Platform FreeSWITCH PSTN/SIP SF SIVR SR Incoming / Outgoing telephone lines
IVR Mapped to a phone number Set of actions executed when a call gets connected. Can be thought of as a call flow specification with each node specifying an action Mix of telephony (call forwarding, missed calls etc, ) and non-telephony actions (http, email etc)
Platform Core Stackless Python Massive concurrency - IVR executing in parallel, Async IO Massive parallel event processing Easily scale up by increasing the number of processes
THE HEART
STATS 4 TB of call recordings and growing 12 GB call recordings per day 200 GB of call data each month (other than recordings) 5 million calls per day on very busy days 300 million + calls handled till now
REALTIME IS CRITICAL Businesses depend on realtime CDRs (Call Detail Records) - Horizontally scalable cdr processing engine with AWS autoscaling infrastructure. - Storm processing (Near Future)
TECH CHALLENGES - Realtime analytics - Customer call analytics - Management of large volumes of data generated at a high speed and over time. - Large write throughput along with low latency reads - Very large and distributed compute infrastructure management and monitoring - Building highly redundant calling (telecom) as well as compute infrastructure
TECHNOLOGIES AT PLAY Stackless python CPython Django Gevent Docker Nginx MySQL/PostGres/MongoDB Redis RabbitMQ/ZeroMQ Apache Storm / Scala Amazon AWS, S3/SQS Tastypie/Piston - RestFul APIs Backbone.js
THANK YOU !

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Knowlarity at Pycon 2014

  • 2. www.knowlarity.com ABOUT: WHO ARE WE? Market leaders: we are no. 1 in the country Customer strength: over 6500 happy customers Global presence: over 65 countries and counting Different industries: over 25 verticals covered and expanding Super scalable: over one million calls/ hour handled successfully The winners take it all: bagged over 75 awards Excellent brains: 450 dedicated team working round the clock Fun at work: 4 super cool offices that make work fun
  • 4. SuperReceptionist is your personal receptionist hosted virtually, having economic and operational advantages over traditional PBX systems. You get an exclusive telephone number that operates 24x7. VoicemailMini CRM integration Click-to-call Vanity & Toll-free numbers Professional greeting Conferencing Number portability Call recording SUPERRECEPTIONIST Hosted PBX For Business
  • 5. SmartIVR strengthens enterprises with the power of a comprehensive marketing, sales, and customer support solution. Customer mobile verification Emergency communication CRM Integration Marketing ROI tracking Cloud based Call center Customer feedback Data collection Through IVR Missed call back SMARTIVR- Hosted IVR Solution For Enterprises
  • 6. SuperFax is the powerful and affordable faxing solution thats as easy as checking your email! Perfect for todays businesses that demand simplicity, affordability, and power. Personalized Phone number Receive faxes in your email Send faxes Via email Send fax to multi recipients Incoming fax to PDF Online fax security SMS alert on email notification 24x7 customer support SUPERFAX- Send Faxes Anytime, Anywhere
  • 7. Super Conference is your virtual meeting room on cloud connecting your teams anytime anywhere in seconds Unlimited conferencing Professional greeting Secured dial in Unique Pin Blacklist feature Whitelist feature Call recording Generate reports in real time SUPERCONFERENCE- Virtual Audio Conference Room On Cloud
  • 8. USE CASE: COMMUNITY ENGAGEMENT Invited participants to call on a toll free number & record their own Del Monte Jingle Shared funny lyrics for Del Monte Fruit Drink song contest The Result Overwhelming response. The winners name posted on official Facebook page Facilitated the Hyundai Tell your i10 story campaign Invited i10 users invited (by Shah Rukh Khan) to call on a toll free number Recorded stories from callers &the best story awarded The Result Hyundai received close to 50,000 calls (entries) in 5 months and created a great fan base. Voice based solution Engaging on mobile
  • 9. Provided solutions to engage fans via mobiles thus increasing ticket sales Invited fans in Chandigarh to cheer for the team in the voice of Adam Gilchrist Awarded the best cheer messages with free tickets and other goodies The Result Huge fan base (with their telephone numbers) which they could leverage for ongoing engagement Leveraged cricket & telephony to create awareness and brand recall. Invited fans to call on a number & record an alarm message for their favourite cricketer Added Colgate Max Fresh Jingle to the recording. The Result In a span of 60 days, Colgate Max Fresh registered 2,36,348 calls ! Enhanced SMM participation Increased call volume USE CASE: COMMUNITY ENGAGEMENT
  • 10. USE CASE: DATA COLLECTION Called over 1.5 lakh teachers across 72 districts of Uttar Pradesh at a fixed time Promted teachers to enter no of students who recieved meals on that day Maintained responce by simply recording entered number from respondent's phone. The Result This data was then automatically fed to the server in Delhi. Officials who could check the data at anytime. Provided a phone number to all shop owners selling PespiCo products. invited retailers to call on this no. once out of stock Promted him to enter stock requirement via pre-recorded message Shared the order directly in PepsiCo data and proceeded the delivery. The Result Pepsico was able to streamline stock delivery process directly to retailers, saving time. Voice based solution Data entry solution
  • 12. DATA CENTER 1. Missed Calls 2. Call Conference 3. Call Forwarding (parallel/sequential) 4. Fax service 5. TTS 6. Web Nodes 7. Channel Restrictions 8. NDNC (Do not Call Registry) Modular Architecture No single point of failure Highly Available Million plus calls a day Opensource components Knowlus API Knowlus Platform FreeSWITCH PSTN/SIP SF SIVR SR Incoming / Outgoing telephone lines
  • 13. IVR Mapped to a phone number Set of actions executed when a call gets connected. Can be thought of as a call flow specification with each node specifying an action Mix of telephony (call forwarding, missed calls etc, ) and non-telephony actions (http, email etc)
  • 14. Platform Core Stackless Python Massive concurrency - IVR executing in parallel, Async IO Massive parallel event processing Easily scale up by increasing the number of processes
  • 16. STATS 4 TB of call recordings and growing 12 GB call recordings per day 200 GB of call data each month (other than recordings) 5 million calls per day on very busy days 300 million + calls handled till now
  • 17. REALTIME IS CRITICAL Businesses depend on realtime CDRs (Call Detail Records) - Horizontally scalable cdr processing engine with AWS autoscaling infrastructure. - Storm processing (Near Future)
  • 18. TECH CHALLENGES - Realtime analytics - Customer call analytics - Management of large volumes of data generated at a high speed and over time. - Large write throughput along with low latency reads - Very large and distributed compute infrastructure management and monitoring - Building highly redundant calling (telecom) as well as compute infrastructure
  • 19. TECHNOLOGIES AT PLAY Stackless python CPython Django Gevent Docker Nginx MySQL/PostGres/MongoDB Redis RabbitMQ/ZeroMQ Apache Storm / Scala Amazon AWS, S3/SQS Tastypie/Piston - RestFul APIs Backbone.js