Executive Summary
Yaqeen Technology partnered with Reliant Capital Solutions to modernize contact center operations using the 360IQ™ Engagement & Intelligence Platform. Built on AWS, the solution combines AI-powered conversation intelligence, automated quality assurance, compliance monitoring, customer engagement analytics, digital agreements, and workflow automation to improve operational visibility and support better business decisions.
Challenge
Reliant Capital Solutions manages thousands of customer interactions across voice and digital channels. Traditional quality assurance relied on manual call sampling, fragmented reporting, and disconnected workflows, making it difficult to gain consistent visibility into agent performance, compliance, and customer engagement.
The organization needed a scalable platform capable of analyzing customer interactions, improving operational efficiency, standardizing compliance monitoring, and providing actionable insights to supervisors and business leaders.
Key Challenges
- Manual quality assurance reviews
- Limited interaction coverage
- Time-consuming compliance monitoring
- Inconsistent agent coaching
- Fragmented customer engagement reporting
- Manual agreement and document workflows
- Limited operational visibility
Opportunity
Reliant wanted to move beyond traditional quality assurance by adopting an AI-powered platform capable of analyzing customer interactions at scale. The goal was to improve quality, compliance, customer engagement, and operational efficiency while providing a secure, scalable foundation for future AI capabilities.
Solution
Yaqeen Technology implemented the 360IQ™ Engagement & Intelligence Platform, built on AWS, to provide an integrated solution for conversation intelligence, automated quality assurance, compliance monitoring, SMS engagement analytics, digital agreements, workflow automation, and executive dashboards.
Solution Highlights
- AI-powered Quality Assurance
- Conversation Intelligence & Agent Assist
- Compliance Monitoring
- SMS & Customer Engagement Analytics
- Digital Agreements
- Workflow Automation
- Executive Dashboards & Reporting
- Configurable AI Workflows
These capabilities provide supervisors and leadership with greater operational visibility while reducing manual effort and standardizing business processes.
Built on AWS
The 360IQ™ Engagement & Intelligence Platform is designed using AWS cloud services to deliver secure, scalable, and AI-powered customer engagement capabilities.
AWS Services Used
- Amazon Bedrock
- Amazon Transcribe
- Amazon QuickSight
- Amazon Cognito
- AWS Lambda
- Amazon API Gateway
- Amazon RDS
- Amazon S3
- Amazon CloudFront
- AWS KMS
- AWS WAF
- Amazon CloudWatch
Business Outcomes
The platform helps Reliant Capital Solutions:
- Expand interaction coverage through AI-powered analysis
- Reduce manual quality assurance effort
- Improve compliance monitoring
- Strengthen agent coaching and performance visibility
- Enhance customer engagement insights
- Standardize operational processes
- Streamline digital agreements and workflow automation
- Improve executive reporting and decision-making
- Establish a scalable AWS foundation for future AI innovation
Why Yaqeen Technology
Reliant selected Yaqeen Technology because it provides a unified, configurable platform that combines AI-powered conversation intelligence, quality assurance, compliance monitoring, customer engagement analytics, digital agreements, and workflow automation within a secure AWS-native architecture.
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