Developed a Conversational Cloud Platform for a US-based Conversation Intelligence Provider
Overview
The client is a market-leading conversational intelligence provider empowering sales and marketing teams to seamlessly integrate digital and offline channels to meet modern customer expectations. Through the adoption of a modern cloud platform and innovative technologies, our client not only enhanced operational efficiency and reliability but also positioned themselves to capitalize on emerging market opportunities, driving sustainable growth and competitiveness in the conversational intelligence sector.
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Challenges
Existing call analytics solution was outdated, monolithic, and unable to scale
Persistent Outages led to High Operational Expenses
Niche Functionality lacked monetizable APIs
The data science team struggled to train and test new ML models
Solution
- Microservices Architecture: Adopted a microservices-based architecture to enhance scalability, flexibility, and agility
- Accelerated Development Pace: Embraced an API-first SaaS approach to expedite development cycles and enable rapid innovation
- Monitoring and Alerting: Implemented open-source tracking, monitoring, and alerting technologies to ensure system stability and reliability
- Horizontal Scaling: Designed the platform for horizontal scaling based on utilization, optimizing resource allocation and performance
- Seamless Integrations: Integrated with leading technologies such as Twilio and DeepGram to leverage best-in-class functionalities
- Authentication Integration: Incorporated Auth0 for seamless authentication and authorization management
Outcomes
- Facilitated seamless growth, accommodating increasing workloads without compromising performance
- Significant reductions in operational expenses
- Unlocked new opportunities for revenue generation, diversifying income streams and driving business growth
- Improved Innovation by rapidly introducing new features and enhancements, staying ahead of market trends
