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.
Solution
Mahusai Global Partners 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.
Technology
- Frontend Development: React, Electron, Vite
- Backend & Infrastructure: AWS CDK, SST
- Speech Recognition & Processing: Deepgram
- Web Application Framework: React (Web)
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.
“Bringing on Mahusai Global Partners to help us bring 1089's vision to life has been one of the best decisions we have made. I’ve personally worked with them on multiple different projects and could not be happier with the products they deliver, and by people I have grown to know personally. Beyond bringing expert developers and builders to our team, the communication is consistently clear, easy, and forthright, making global collaboration a breeze.”
"Crosslake has partnered with Mahusai on several technically demanding projects. The engineers they provide consistently demonstrate exceptional technical proficiency and integrate seamlessly into our software teams. Their deep understanding of our clients’ products and ability to adapt to our methods have made Mahusai a trusted, valued partner."
"What impressed me most about Mahusai Global Partners was how quickly they grasped the unique challenges of workforce development in construction for NCCER. They engineered a platform that makes career exploration and job connection seamless for the next generation of skilled workers"
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