The challenge
The solution
The results
About Intrado
Case Study Info
Google Cloud Platform
Accelerating Intelligent Virtual Agent Implementation
Challenges faced
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.
Solution Approach
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.
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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
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