Background
VoiceSage, founded in 2003, delivers transformational customer communications solutions that
streamline and add value to high-volume contact activities. Brands including PayPal, ShopDirect,
and Capital One rely on VoiceSage to reduce inbound call volumes, increase appointments and
deliveries, reduce debt and enable real-time customer conversations. Their cloud-based messaging
products and services deliver more than 2 million messages a day. In the UK alone, more than 44
million individual phones have received a VoiceSage message at some time.
The Challenge
- Established mature platform hindering ability to deploy new features and products to market.
- Platform stability, and slow turnaround of fixes and new features.
- Significant database bottleneck, performance issues, legacy code and aging technology leading to difficulties with staff retention and morale.
The Solution
- Incremental modernisation retaining existing core platform and business logic whilst adding modern architectural components (Containers, Microservices, Event Bus).
- Event bus approach using Kafka.
- Serverless container platform using AWS Fargate.
- Continuous Deployment with Infrastructure-as-Code.
The Outcome
Stability
Broader testing through automated CI/CD pipeline catches issues before they affect users.
Improved Performance
70x increase in transaction throughput combined with increased platform stability and development.
Happy Staff
Staff retention and attraction problem
solved as a more invested DevOps
culture takes root.
New Features, New Revenue
Better services and restored customer trust led to increased revenue.