Platform reengineering,
Microservices Architecture from Scratch,
Standardizing the diverse technology stack,
Automated Testing
Innovative developer of new level customer interaction management solutions
Our evolutions helped attract new customers and extend the platform's presence across multiple countries, driving international adoption.
Through meticulous testing and quality assurance, we significantly enhanced the platform's stability and ensured consistent performance under increasing user demands.
Expanding from 2 to 50 experts, our team has significantly contributed to scaling the platform and accelerating feature development.
We introduced advanced AI capabilities like real-time transcription and predictive analytics, boosting agent efficiency and customer satisfaction.
we’d like to thank them for their hard work and commitment to the project.
The customer aimed to revolutionize client communication for medium and large businesses by offering a unified, multichannel platform. The solution was designed to enable seamless interactions across phone, email, live chat, text messages, and social networks, ensuring maximum flexibility, responsiveness, and availability.
Reflecting the scale and success of the partnership, Keeneo team grew by ten folds over the course of our collaboration. Together, we have significantly enhanced their AI-driven omnichannel contact center platform. Our efforts have helped optimize the platform's ability to unify and streamline customer interactions for businesses worldwide.
Our contributions focused on developing and refining key modules such as:
- Interactive Voice Response: Implementing customizable voice menus to streamline call sorting and improve customer experience.
- Automatic Call Distribution: Enhancing call routing systems to obtain efficient distribution based on agent availability and skill set.
- Email Processing: Integrating email management to handle customer communications uniformly across channels.
- Call-Back Dashboard: Developing user-friendly interfaces for managing customer call-back requests, improving service responsiveness.
Additionally, Keeneo implemented advanced AI features to boost agent productivity and customer satisfaction. We also established a comprehensive automated testing framework, significantly reducing regression issues and accelerating issue detection. This ongoing collaboration has resulted in a more robust, reliable, and feature-rich platform, empowering businesses to manage customer interactions efficiently and deliver exceptional customer experiences.