Customer Snapshot
- QA, Compliance & Performance Intelligence
- Conversation Intelligence & Agent Assist
- Outreach, SMS & Engagement Intelligence
- Digital Agreements & Workflow Automation
Executive Overview
Reliant Capital Solutions partnered with Yaqeen Technology to modernize contact center operations using AI-powered conversation intelligence, quality assurance, compliance monitoring, customer engagement, and workflow automation.
The organization required more than traditional call recording and manual quality assurance. They needed a unified platform capable of analyzing every customer interaction, automating compliance reviews, improving agent performance, providing operational intelligence, streamlining customer communications, and digitizing agreement workflows.
Yaqeen Technology implemented the 360IQ™ Engagement & Intelligence Platform, built on AWS, to deliver AI-powered voice analytics, automated QA scoring, compliance intelligence, SMS engagement analytics, digital agreements, workflow automation, and real-time operational dashboards.
The platform enables Reliant Capital Solutions to improve operational visibility, reduce manual review effort, standardize compliance monitoring, and provide supervisors with actionable insights across customer interactions.
Customer Challenge
Reliant Capital Solutions manages thousands of customer interactions across voice and digital channels.
Traditional quality assurance processes relied on manual call sampling, disconnected reporting, limited visibility into agent performance, paper-intensive workflows, and inconsistent compliance monitoring.
The organization required a scalable platform capable of analyzing every interaction while improving customer engagement and operational efficiency.
Key challenges included
- Manual quality assurance reviews
- Limited call sampling
- Time-consuming compliance monitoring
- Inconsistent agent coaching
- Limited operational visibility
- Manual customer agreement processes
- Fragmented SMS engagement reporting
- Limited customer communication analytics
- Manual document workflows
- Lack of unified performance dashboards
Solution Delivered by Yaqeen Technology on AWS
Yaqeen Technology implemented the 360IQ™ Engagement & Intelligence Platform, providing an integrated solution for conversation intelligence, customer engagement, compliance monitoring, digital workflows, and operational reporting.
QA, Compliance & Performance Intelligence
AI-powered quality assurance designed to automate interaction reviews, standardize scoring, monitor compliance, and provide supervisors with performance intelligence.
Capabilities include:
- Automated QA scoring
- Compliance monitoring
- Performance scorecards
- Sentiment analysis
- Agent coaching recommendations
- Supervisor dashboards
- Operational reporting
- Trend analysis
Conversation Intelligence & Agent Assist
AI-powered voice analytics transform customer conversations into actionable operational insights.
Capabilities include:
- Voice analytics
- AI-generated call summaries
- Conversation intelligence
- Keyword detection
- Compliance monitoring
- Sentiment analysis
- Agent coaching
- Supervisor insights
- Searchable conversations
Outreach, SMS & Engagement Intelligence
Provides AI-powered intelligence across digital customer communications.
Capabilities include:
- SMS outreach analytics
- Tone analysis
- Sentiment analysis
- Customer engagement scoring
- Compliance risk detection
- Response trend analysis
- Campaign monitoring
- Automated alerts
- Engagement dashboards
Digital Agreements & Workflow Automation
Digitizes customer agreements and workflow processes while improving operational efficiency.
Capabilities include:
- Secure electronic signatures
- Digital agreements
- Customer document collection
- Workflow automation
- Automated reminders
- Approval workflows
- Agreement tracking
- Audit history
- Operational reporting
Automate quality assurance reviews using configurable scorecards, AI-assisted evaluations, performance scoring, and compliance monitoring
Analyze customer conversations using AI-generated summaries, sentiment analysis, keyword detection, coaching recommendations, and operational insights.
Monitor SMS outreach, customer engagement, tone, compliance risks, response behavior, and communication effectiveness through configurable dashboards.
Digitize customer agreements, electronic signatures, document collection, reminders, approvals, and workflow tracking while maintaining complete audit histories.
Provide supervisors with real-time dashboards, QA metrics, compliance performance, engagement analytics, workflow status, and operational reporting.
Configure QA scorecards, compliance rules, workflows, notifications, engagement campaigns, agreement templates, dashboards, and reporting without custom development.
Customer Use Cases
Automatically evaluate customer interactions using configurable quality scorecards and AI-assisted reviews.
Identify compliance risks, required disclosures, prohibited language, and operational exceptions across customer interactions.
Generate AI-powered summaries, identify conversation trends, monitor sentiment, and improve supervisor visibility into customer interactions.
Deliver actionable coaching recommendations based on quality scores, compliance metrics, customer sentiment, and conversation intelligence.
Analyze customer engagement, communication tone, response trends, campaign performance, and compliance across SMS outreach activities.
Digitize customer agreements, document collection, electronic signatures, reminders, approvals, and workflow tracking.
The 360IQ™ Engagement & Intelligence Platform is designed using AWS Well-Architected principles to support secure, scalable, AI-powered customer engagement and operational intelligence.
Key AWS Services: Amazon Bedrock, Amazon Transcribe, Amazon Quick sight, Amazon Cognito, AWS Lambda, Amazon API Gateway, Amazon RDS, Amazon S3, Amazon CloudFront, AWS KMS, AWS WAF, Amazon CloudWatch
- AI-powered workflow automation
- Configurable QA processes
- Centralized monitoring
- Operational dashboards
- Role-based access controls
- Encryption in transit and at rest
- Identity and access management
- Audit logging
- Highly available AWS architecture
- Automated backup and recovery
- Resilient application design
- Continuous monitoring and automated alerting
- Scalable AI processing
- Real-time analytics
- Elastic cloud infrastructure
- Performance optimization based on workload demand
- Managed AWS services
- On-demand resource scaling
- Reduced manual QA effort
- Usage monitoring and resource cost optimization
- Cloud-native architecture
- Efficient resource utilization
- Reduced infrastructure footprint
- Automated scaling to minimize idle computing resources
- Increased interaction coverage through AI-powered quality monitoring
- Reduced manual QA effort
- Faster compliance review and issue identification
- Improved agent coaching and performance visibility
- Enhanced customer engagement insights
- Standardized quality and compliance processes
- Streamlined digital agreements and workflow automation
- Improved operational reporting and decision-making
- Scalable cloud foundation for future AI capabilities
The 360IQ™ platform is designed on AWS with enterprise-grade security, privacy, and responsible AI practices.
- Role-based access controls
- Encryption in transit and at rest
- AWS Identity and Access Management (IAM)
- Audit logging
- Secure API integrations
- Human oversight for AI-assisted evaluations
- Responsible AI supporting—not replacing—operational decision-making
- Configurable compliance rules and governance
Why the Customer Selected 360IQ™
Reliant Capital Solutions required more than a traditional quality assurance solution. The organization selected 360IQ™ Engagement & Intelligence because it provides a unified AI-powered platform that combines conversation intelligence, quality assurance, customer engagement, compliance monitoring, digital agreements, and workflow automation within a single configurable solution.
Unified Customer Engagement Platform
Consolidate voice analytics, SMS engagement, quality assurance, compliance monitoring, digital agreements, workflow automation, and operational reporting into one integrated platform.
AI-Powered Quality & Compliance
Automate quality monitoring, compliance scoring, call summaries, sentiment analysis, and performance insights across customer interactions.
Conversation & Engagement Intelligence
Analyze voice conversations and SMS communications to identify customer sentiment, engagement trends, compliance risks, coaching opportunities, and operational improvements.
Digital Agreements & Workflow Automation
Digitize customer agreements, approvals, reminders, document collection, electronic signatures, and workflow tracking while maintaining complete audit histories.
Operational Intelligence & Performance Visibility
Provide supervisors and leadership with real-time dashboards, quality metrics, compliance trends, engagement analytics, workflow status, and actionable business intelligence
Secure, Scalable AWS Foundation
Leverage AWS-native AI services, secure cloud architecture, configurable workflows, and scalable infrastructure to support enterprise contact center operations.