Case Study: a North American contact center SaaS provider achieves AI-powered customer analytics with ScienceSoft

Client adds AI call analytics across 30+ years of contact center software with ScienceSoft

The Client, a North American provider of all-in-one contact center SaaS, partnered with ScienceSoft to explore how AI could enhance its enterprise-grade platform. Their challenge was to integrate new intelligent capabilities without disrupting existing customer workflows or requiring a rebuild of their cloud, on-premises, and hybrid infrastructures.

ScienceSoft developed a modular, multi-model AI pipeline for the platform. The solution provided real-time call transcription, automated conversation summarization, sentiment analysis, and contact reason detection. This reduced agents' after-call workload and gave supervisors faster access to operational insights. ScienceSoft delivered a cost-effective, production-ready AI layer that integrated seamlessly with the Client's existing AWS infrastructure.

Client