Transformed Citizen Support with AI Build Contact Center
MASDR, owned by GOSI, is transforming Saudi Arabia’s government operations with a next gen AI powered Contact Center Management System. Fully built by CONTUS Tech Off Shore Development Center [ODC] under SAFe Agile, this massive initiative streamlines citizen engagement, elevated responses times, and ensures secure communication by setting a new gold standard in govt. service excellence.
Agents faced issues w/ long resolution times due to not much real time guidance and scattered data. Without smart suggestions, responses were slow, leading to delays and this did not send positive signals to the stakeholders.
Earlier, the manual call routing system led to long wait times, overwhelmed agents. Due to absence of priority based sorting, urgent cases got stuck in queues, reducing efficiency and making it not possible to scale without a new infrastructure module.
Without call recording and real time transaction, there was fog visibility into customer needs. No data, no analysis, and not much progress. Hence, improving service quality was a guessing game instead of data drive strategy & scale.
AI WebRTC Dashboard
CONTUS Tech engineered a modern WebRTC based agent dashboard w/ Digital Human Integrated and SIP Call Bot. This powerhouse fix redefines customer interactions by automating workflows, enabling 27/7 AI support, and empowering agents with real time data and intelligence.
Real Time AI Co Pilot
We implemented an advanced real time agent co-pilot that integrated with LLMs to deliver instant, AI drive responses and contextual insights. Agents are now prepped w/ intelligent assistance, ensuring faster resolutions and superior customer experience for all.
Enterprise Grade Security
Security meets precision with CONTUS Tech’s custom Keycloak integration. Tailored authentication, fine grained access control, and ironclad data protections to ensure Govt. Agencies operate w/ absolute confidence keeping all interactions fully secure, seamless and scalable.
Kafka Powered Infra
Exclusively built for high stakes Govt. Operations, CONTUSTech’s Apache Kafka powered system ensures real time and fault tolerant service updates. With no downtime or silos, this delivered superfast data processing and scale for handling millions of citizen interactions.
AI Infused Analytics
CONTUS Tech gave a cutting edge analytics engine using Metabase, giving Govt. Administrators the ability to create a dynamic dashboard and generate real time insights. Complex data is now effortless to handle, analyze and empower smarter decision making for key decisions for the Saudi Arabian Government.
Futuristic Call Intelligence
In this aspect too, CONTUS Tech revolutionized call management with AI driven transcription in both English & Arabic, high quality, FFmpeg powered recording, & post call analytics. Every conversation is now a resource that enhances compliance, training, & best service quality.
WebRTC
Apache Kafka
Keycloak
GStreamer
Metabase
FFmpeg
Large Language Models (LLMs)
CONTUS Tech redefined innovation with AI-powered call bots, real-time agent co-pilots, and live transcriptions. WebRTC made interactions smooth, Kafka kept data flowing, and Keycloak secured it all. A powerhouse of tech, built to transform citizen engagement like never before.
With real time AI assistance and historical data insights, agents are now resolving cases 50% faster. Smart response suggestions and automated context updates are now eliminating guesswork so they get the most accurate resolutions. And all this, without any delays in the process.
After the successful implementation, their queue management and priority based call routing ensured three times more calls were handled w/o increasing agent workload. The system automatically directs high priority cases to skilled agents, reducing wait time and building service quality.
Now with FFmpeg and GStreamer powered call recording & transcription, agents gain real-time, 100% accurate insights into every conversation. This boosts compliance & training, enabling data-driven decisions for continuous service improvement by ensuring the best support for citizens.
Versa needed speed, scale, and a dream team – CONTUS TECH delivered! With 45+ experts working 24/7, we powered non-stop development, accelerating rollouts and taking operations to the next level.
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