About Company

A leading Customer Experience (CX) intelligence platform leverages advanced artificial intelligence to transform customer interactions into revenue growth opportunities. Their comprehensive AI suite offers tailored solutions for various CX roles, including Quality Assurance, Customer Experience Leadership, Sales & Revenue Leadership, Customer Retention Strategy, and Contact Center Operations.

Key features of the platform include verifiable AI for evidence-backed insights, context-aware AI for advanced understanding without extensive training, and multilingual support across over 80 languages. Trusted by global brands, the platform provides tools such as Interaction Insight, Performance Pulse, Insights Advisor, Ask Mira, and HelpIQ to elevate customer experience at every level.

The Challenge

Company needed a secure and efficient solution for managing data uploads from multiple clients without granting direct AWS S3 access. The goal was to ensure strict data isolation, allowing clients to upload their data securely without accessing other clients’ files. The solution had to be scalable to onboard new clients quickly and operationally efficient to minimize manual intervention. Balancing security, ease of management, and cost-effectiveness was a critical requirement for achieving this.

Discovery

We initiated the project by conducting comprehensive discovery sessions with Company to establish a clear understanding of their requirements. This phase allowed us to:

• Assess company’s existing data ingestion workflows and cloud environment.
• Understand their security, scalability, and operational needs for managing multi-client data uploads.
• Review and validate the architecture against AWS best practices, focusing on security, cost optimization, and scalability.
• Identify gaps in the current processes for client data ingestion and access management.

These insights were compiled into a Gap Analysis Report, accompanied by a proposed solution architecture and Remediation Plan to address identified challenges.

Onboarding

After finalizing the project scope and parameters, we commenced the onboarding process, which included:

• Configuring AWS Transfer for SFTP and setting up secure user accounts for each Company client.
• Implementing the approved remediation actions identified in the Gap Analysis Report, including S3 bucket policies for secure and client-specific data uploads.
• Conducting workshops and training sessions with the Company team to ensure familiarity with the new processes, including managing SFTP user access, monitoring data uploads, and understanding AWS security best practices.

This phase ensured a seamless transition to the new system, with all stakeholders aligned on operational workflows and security protocols.

Architecture Diagram

Optimisation & Advisory

As part of our ongoing engagement with company, we provide consultative services as a Cloud Subject Matter Expert (SME) to ensure their AWS environment is optimized for performance, cost, and scalability. Our services include:

• Usage and Cost Analysis: Tracking, analyzing, and recommending cost optimization strategies, including rightsizing based on historical usage patterns.
• Reserved Instance Planning: Identifying opportunities for Reserved Instance subscriptions to reduce operational costs.
• Architectural Enhancements: Proposing design improvements to enhance efficiency, throughput, and scalability while minimizing costs.
• Service Recommendations: Advising on new AWS services or third-party tools to improve operational efficiency and cost-effectiveness.

We also provide company with regular reports that include:

• Key metrics on operational activities and platform performance.
• Detailed insights on events, incidents, and their respective impacts.
• Recommendations for platform usage optimization and infrastructure improvements.
• AWS consumption breakdown by clients or usage categories to ensure transparency and cost accountability.

This comprehensive approach ensures that Company’s AWS environment remains aligned with their business goals and operational needs.