Replatformed Contact Center Analysis & Guidance SaaS Solution

Challenge

The client’s existing product suite had seen several years of success in helping contact centers analyze and score both voice and digital conversations while providing in-process guidance to agents. However, it faced critical limitations:

• Security complexity: While necessary, stringent security measures hindered agent efficiency.
• High configuration overhead: Setup and maintenance were cumbersome and time-consuming.
• Workflow friction: Agents struggled to integrate the tool seamlessly into their daily activities.
• Limited managerial insights: Supervisors lacked access to comprehensive real-time metrics and actionable intelligence.

The client sought a complete replatforming to deliver a more intuitive, secure, and integrated experience for both agents and managers.
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Solution

Mahusai engineered a robust, future-ready SaaS platform designed to enhance every stage of the contact center workflow:

• Advanced Conversation Analysis: AI-powered classification and sorting of conversations based on context, enabling accurate KPI tracking, targeted training, and more precise resource planning.
• Real-Time Agent Prompts: Intelligent in-call or in-chat guidance to maximize the likelihood of positive customer outcomes.
• Manager & Coach Tools: Dedicated modules for supervisors and trainers offering deep insights into performance gaps, enabling faster and more effective coaching.
• Seamless Integration & Security: Streamlined installation processes and secure integration directly into agent workflows without sacrificing compliance.
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Technology

• Frontend Development: React, Electron, Vite
• Backend & Infrastructure: AWS CDK, SST
• Speech Recognition & Processing: Deepgram
• Web Application Framework: React (Web)
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Results

The replatformed solution delivered measurable operational and user experience improvements:

• Reduced agent onboarding time due to simplified workflows and intuitive UI.
• Improved agent performance through timely, AI-driven prompts and guidance.
• Enhanced managerial oversight with richer, real-time analytics for improved decision-making.
• Lower maintenance costs thanks to streamlined configuration and reduced manual intervention.

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