We are Intrado’s primary service partner for building and implementing their multi-channel, Google Cloud Platform-powered conversational AI solution, Mosaicx, to modernize the contact center experience for the end customer.
The challenge
Intrado built its Intelligent Virtual Agent (IVA) Solution, Mosaicx, utilizing Google Cloud’s AI and natural language capabilities. It needed a technical service partner with expertise in the contact center domain and Google Cloud architecture, and a sensitivity to the complexities in large-scale migrations, to enhance the platform and implement it for its customers, delivering at scale and speed.
The solution
1. Capitalizing on our contact center expertise, reverse-engineered legacy apps as call-flow documents.
2. Rebuilt them as IVA apps in the Mosaicx platform, using GCP Compute Engine, Cloud Run, Storage, DialogFlow, and Kubernetes Engine. Technology excellence fortified by strategic investments in GCP Service Partnership, certifications, delivery framework, and accelerators aided our efforts.
The results
1. Aided Intrado in modernizing their customers’ contact centers by accelerating the migration of 100+ client applications from legacy platforms to Google Cloud-based IVA.
2. Optimized project cost by ~15% through an agile delivery framework and a well-appointed team of GCP experts.
3. Our domain expertise and GCP’s superior architecture helped Intrado achieve a high Customer Satisfaction Index (>90)
"Intrado’s Mosaicx team could not ask for a better partner when we need
additional engineering capacity. Sensiple not only knows our market and
internally developed solutions, but they know our business, allowing them to
plug into, and operate, like an extension of our team. There is a difference
between a vendor and a partner. Sensiple is our partner in every sense of the
word."
Matt Jensen, VP, CX Technology, Intrado
About Intrado
Intrado Corporation is an innovative, cloud-based, global technology partner to clients around the world. Our solutions connect people and organizations at the right time and in the right ways, making those mission-critical connections more relevant, engaging and actionable - turning Information to Insight
Case Study Info
-
Category
-
Client
Intrado
-
Location
United States
-
Industry
Software & Internet
