Trianz and AWS Partnered to Revolutionize High-volume Outbound Call Centers with Intelligent Agent-powered Operations, Reducing Live Agents by Over 60% While Maintaining 24/7 Scalability

Multi-tenant design for Intelligent Virtual Call Center Agents platform

Construct a business model for estimating cloud consumption per campaign and client.

Feasibility of platform design based on cloud-native services along with integration compatibility with third-party call-center and CRM solutions.

Platform design for unified portal for clients and administrators.

Control plane design for client and campaign onboarding-based provisioning.

Roadmap and effort estimate for platform build.

Focus on creating the set of guiding principles to ensure that platform assessment yield successful outcomes that aligned to original goals and objectives

Conducting holistic assessment combining below methods:

1. Evaluate the platform's technical architecture, performance, security, and scalability.

2. Evaluate the platform through the lens of the user experience, assessing usability, accessibility, and overall user satisfaction.

3. Evaluate the platform based on its ability to achieve its Intelligent Virtual Call Center Agents goals and objectives.

Conduct details feature analysis for client and admin portals, voice bot, transcription, and dialog scripts against cloud-native services.

Create cost estimation for all cloud-native services identified for platform build.

Analysis of pilot functionality for the platform to identify and map to cloud-native services.

Feature analysis for client and admin portals, voice bot, transcription, and dialog scripts against cloud-native services.

Perform required cost estimation for cloud-native services.

Integration design with CRM for outbound lead nurturing and third-party call center for transfer to live agent

DevOps design for orchestrating deployment per client of the high-volume outbound campaign for Development and Production accounts per campaign

Call center software

CRM software

Transcription software

Key-value database

Second-level Cache

Security Solutions

DevSecOps solutions

Storage

Integration

Network

Monitoring and Load Balancer

Backup and Disaster Recovery

Business model and case for Intelligent Virtual Call Center Agents platform based on cloud-native managed services.

Landing zone design for organizational cloud operations

Roadmap for end-state architecture of the platform.

Clear understanding of areas for cost savings and how they are achieved.

Design for security, operational, and DevOps posture with cloud-native solutions

Design that enables fault tolerance and disaster recovery capabilities