Modernizing QA Infrastructure with GenAI for a Contact Center Service Provider

Accelerating QA modernization through VelocityAI Testing

A leading Contact Center service provider wanted to accomplish a number of goals that shared a common touchpoint: their QA process. They partnered with GlobalLogic to modernize their QA methodology. In doing so, they could migrate their customers from an old platform that was difficult to use and maintain, to one with streamlined testing and deployment processes. Along the way, we improved their UX, increasing migration and adoption of the new platform.

Challenge

Our client is a leading service provider in the Contact Center as a Service industry and they were facing a variety of challenges:

• modernizing their product to no longer maintain multiple code bases using different tools
• automating their testing process to avoid long testing phases and backlogs of defects
• migrating customers from a legacy platform to an On Prem single tenant architecture
• standardizing UX across their product

Value Created

GlobalLogic assisted our client in adopting the Shift left & Continuous testing approach. We transformed their mono-microservice structure to multiple microservices running in parallel. During our partnership, we executed a complete architecture overhaul from single-prem to multi-tenancy. Our VelocityAI Testing service allowed our client to automate their testing, leading to fully automated code deployment. We achieved a consistent UX design across the product to assist in user migration.

Impact

GlobalLogic helped our client achieve these measurable results:

• Modernized 6 of their applications 
• Automated their QA validation using our in-house accelerator, reducing time spent by 50%
• Migrated 94% of their customers to the multi-tenancy platform by a thorough and consistent standardization of their UX
• Reduced their production backlog by 12-13% on a QoQ basis

We modernized an outdated QA process with VelocityAI Testing