Serverless quality assurance at enterprise scale — 100% call coverage, 40% TCO reduction.
40% TCO reduction over 3 years, 100% call coverage, near real-time compliance scoring, manual QA eliminated.
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. RewardsCo's previous third-party analytics vendor was expensive and still only provided partial coverage of interactions.
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.
Result
The platform achieved a 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.
RewardsCo moved to 100% call coverage, replacing sampled manual review with consistent, automated assessment of every interaction. Compliance scores and summaries are available to supervisors in near real-time — within minutes of call completion — enabling faster response to compliance issues and customer experience trends.