endorsedOngoing

SaaS Contact Center Backend Development & UI/UX

Services Covered:

Custom Software Development • Website Development

Industry

Software Development

Duration

43 months

Budget

Confidential

Start Date

1 January 2023

Team Size

6-10 Employees

Engagement Model

Nearshore

Project Capability Score (PCS)

82/100

Strong

Project Capability Score (PCS) estimates how capable SysGears is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

Call Handling Services Ltd

City of London, United Kingdom

Project Summary

SysGears is providing custom software development for a SaaS contact-center platform, building and maintaining the backend using Scala while integrating billing and payment functionality. The vendor implemented functional nodes for a call-service design tool, audio upload with a text-to-speech engine, and established a testing strategy and QA audit. The team delivers tasks on time, communicates effectively across time zones, and continues ongoing development to support the client's growth.

Key Challenges

Manage the project team to ensure alignment and reduce communication bottlenecks
Develop a robust, scalable, flexible, and future-proof backend for a complex, high-load Scala project
Design and implement new product functionality focused on user-centered experiences
Conduct a comprehensive QA audit and implement a new testing strategy to support future scaling and product quality

Project Deliverables

Backend built in Scala
Functional nodes for the call service design tool
Audio upload with text-to-speech engine
Billing/payment integration
Testing strategy and QA audit

Project Solution

SysGears built and continues to develop the platform's backend using Scala, delivering scalable, maintainable architecture. They implemented complex features such as functional nodes for a call-service design tool, audio upload with a text-to-speech engine, and integrated billing/payment functionality. The team also designed and executed a comprehensive QA audit and testing strategy, investigated issues, and fixed defects to optimize performance.

Project Outcome

Platform backend developed with a focus on security, maintainability, and cost efficiency
Architecture supports business goals and adapts to evolving needs
Tasks were delivered on time with flexible responses and seamless communication across time zones
Ongoing development continues to support the client's growth and product success

Platforms

SaaS

Tech Stack

Scala

Client Endorsement

Overall Review Rating

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

“SysGears has successfully developed the client's backend, integrating essential functionalities focusing on security, maintainability, and cost efficiency. The team is flexible, delivers tasks on time without compromising quality, and they also conduct seamless communication.”
Nathan Leyton
CTO
Date: 09/18/2024