An e-commerce solution

For the fourth case study, we’ll look at a company that created a Software-as-a-Service (SaaS) platform specializing in workforce engagement management (WEM). The company is located in the US with about 300 employees. The revenue in 2022 was over 20 million USD. Their core products are quality assurance and workforce management. These products are complemented by features such as coaching, learning, and motivation – all tailored to enhance agent engagement across the employment lifecycle of contact center companies.

Problem description

The primary goal was to streamline user workflows and deliver value swiftly and securely. Achieving this required seamless integration of multiple products and a transition to an architecture enabling rapid iteration. While the backend and data infrastructure already leveraged serverless, microservices, and event-driven principles, the frontend posed a challenge. On the frontend, each team operated independently...