Case Study: Working Solutions achieves cloud-based contact center efficiency and new revenue with Eleviant Tech

How Our Client Improved the Efficiency of Their Virtual Contact Center Platform Using Cloud

Working Solutions is an on‑demand, onshore virtual BPO with a 100,000‑strong distributed work‑from‑home agent network providing sales, support and CRM services across the US and Canada. Their platform had grown over 20 years into 40+ applications tied to heterogeneous databases (MySQL, Oracle, SQL Server 2005/2008), producing data inconsistency, poor UX, many unused “dead” apps, high maintenance and data‑center costs, and limited mobile scheduling and analytics.

Impiger consolidated and migrated 50+ apps to Azure, unified disparate databases into Azure SQL, implemented CI/CD pipelines, role‑based security, dev/QA/prod environments, and launched a mobile app and data‑entry portal to streamline scheduling, onboarding and reporting. The redesign enabled real‑time analytics, decommissioned the on‑prem data center, increased agent engagement and adoption, and produced a white‑label product; outcomes included 63 apps optimized, 100% logging and reporting enabled, and a 95% improvement in data accuracy and traceability.

Working Solutions