itel

Client Context

itel is one of the largest BPO providers in the Caribbean, operating contact centres across multiple countries with thousands of agents handling customer interactions daily. Their leadership team had a clear vision: leverage AI to transform quality assurance from a sampling-based process to comprehensive, real-time analysis.

The Problem

• Manual QA only sampled a small fraction of calls — most interactions went unreviewed
• Internal teams had experimented with AI but couldn't move past pilot stage
• Security and governance requirements made deployment in production environments complex
• No clear path from working prototype to enterprise-scale system

What We Delivered

• Production-grade AI QA framework (itelligence®) built from the ground up
• Integrated transcription and sentiment analysis into live operational workflows
• Implemented governance controls meeting enterprise security requirements
• Built AWS Glue data pipelines for processing thousands of calls daily
• Deployed QuickSight dashboards for real-time quality metrics
• Embedded with client team for 12 months as an extension of their engineering org

Measured Outcomes

Why This Matters

The itel engagement demonstrates what's possible when AI is treated as an engineering discipline rather than a science project. By embedding long-term with the client team, we built institutional knowledge and delivered a system that operates reliably at scale — not a demo that sits on a shelf. The itelligence® platform now processes more calls in a day than their manual QA team could review in a month.