The work
Multi-tenant architecture. Transformed a single-installation platform into a multi-tenant SaaS, allowing the operator to sell licenses to other organizations. Each tenant gets isolated data, configurable workflows, and their own branding.
Elasticsearch integration. Agents search across thousands of community resources and the results come back instantly. Filters for location, service type, eligibility, and availability make it possible to find the right referral in seconds.
IVR integrations. Connected the platform to interactive voice response systems so callers get routed to the right department before an agent even picks up. Reduces wait times and gets people to help faster.
Partner API integrations. Third-party systems connect to the platform via APIs, enabling data exchange with partner organizations and external service directories.
Transaction logs. Every interaction, referral, and outcome is logged. Full audit trail for compliance, reporting, and quality assurance.
Multi-channel communication. Phone, live chat, and SMS handled through one interface. Agents see the full conversation history regardless of channel. No context lost when switching.
Public intake. A public-facing submission system for disaster response. During one particular disaster, it successfully handled 700,000 submissions without going down.
Real-time analytics. Call volume, wait times, resolution rates, agent performance, all visible in real time. Historical reporting supports staffing and funding decisions.
The numbers
Over 1,000,000 calls processed. 700,000 public intake submissions during a single disaster event. Multiple tenants running on the same platform.