• Hosted Call Center
• Articles

inContact Selects Confio's Ignite Software for Database Performance Management

By Amanda Ciccatelli, TMCnet Web Editor

inContact, the provider of cloud contact center software and contact center agent optimization tools, has chosen Confio Software’s Ignite as its database performance management software solution. Ignite’s real-time database monitoring enables inContact to analyze and detect any potential performance issues before they impact customers or business functions.

Using Ignite’s blocking feature, inContact was able to identify queries that were hindering the company’s billing and order system. The team worked with its developers to optimize the database transactions with a simple fix, and users noticed a significant improvement right away.

“One of our challenges was that an internal synchronization module was causing billing and order entry delays,” said Timothy Hammer, director of Database Administration at inContact. “We needed to maximize our customer service response time and eliminate any and all delays in these critical areas. Ignite allowed us to do exactly that with an easy, intuitive solution.”

inContact relies on Ignite’s performance metric collection capability to load counters from inContact’s applications. It quickly correlates application performance to database performance, then customized Ignite alerts are sent to the inContact’s Network Operations Center and key engineers.

Ignite for DB2, SQL Server, Oracle, VMware and Sybase (News - Alert) is the one monitoring solution that identifies, analyzes and resolves performance problems affecting applications and users. Ignite doesn’t just show health metrics, but it also applies wait-time analysis to correlate the most important performance data to build a complete picture of the database performance.

“inContact needed a performance monitoring tool that could not only keep up with their fast-paced environment, but go beyond simply showing metrics and provide actionable insight,” said Alison Rogstad, account manager for Confio. “By implementing Ignite, inContact has been able to get a complete picture of their database performance and virtually eliminate any issues that could impede normal business operations.”

Additionally, Ignite gathers real time session data, server resource levels, and query information. It analyzes historical trends of response time over different dimensions, such as wait event, program or partition. Then Ignite correlates the data to lead the DBA through the most important problems and solutions.