Optimising Contact Centre Efficiency

Serverless Quality Assurance at Enterprise Scale

The Challenge

Manual QA processes in high-volume contact centres are constrained by three core limitations: the analyst hours required to review recordings at scale, the subjectivity and inconsistency inherent in human scoring, and the inability to assess a statistically meaningful sample of total call volume. Together, these limitations produce a QA function that is resource-intensive but incomplete — leaving compliance and customer experience risks undetected.

The Solution

CloudZA designed and delivered a fully serverless, event-driven post-call analytics platform on AWS. The solution eliminates manual intervention across the entire QA workflow, enabling every recorded interaction to be assessed automatically.

Audio recordings land in Amazon S3 from the telephony system, triggering an orchestrated pipeline that transcribes, analyses, scores, and indexes each call. A React web application then surfaces AI-generated insights, compliance scores, and interactive call querying to QA agents and supervisors.

Business Outcomes

40% TCO reduction over three years compared to the previous third-party analytics vendor, driven by the elimination of licensing fees and the cost efficiency of serverless infrastructure.

100% call coverage, replacing sampled manual review with consistent, automated assessment of every interaction.

Near real-time insight delivery, with compliance scores and summaries available to supervisors within minutes of call completion.

Lessons Learned

Data governance must be treated as a foundational requirement, not an afterthought. Post-call recordings and transcripts frequently contain sensitive customer information — financial details, identity data, and other PII — and a pipeline operating at this scale amplifies the consequences of inadequate controls.

Organisations should address PII redaction, role-based access, data retention policies, and audit logging during the architecture phase. Those in regulated industries should engage compliance and legal teams early to ensure alignment with applicable data protection obligations.

About CloudZA

CloudZA is a cloud solutions provider that specialises in modernising data infrastructure and developing cloud-native applications. With expertise in AWS services, CloudZA assists businesses across various industries in leveraging cloud technology to optimise their operations and drive innovation. As an AWS Advanced Consulting Partner, CloudZA has a demonstrated history of implementing scalable and secure cloud solutions tailored to meet customer needs.

Want to ensure your application infrastructure meets AWS Well-Architected best practices? Contact CloudZA today to schedule your free Well-Architected Review session.