Developing a Realtime Serverless IVR System

Home Mobile App Developing a Realtime Serverless IVR System
Software projects delivered by QSoft Vietnam

A Realtime Serverless Architecture Application for IVR system
Using React Native and Google Firebase.

Our client is a virtual network operator offering telephone, voice, and data communications services in Norway. They sought to enhance their customer service capabilities through the development of an Interactive Voice Response (IVR) system. The objective was to create a scalable, high-performance system capable of serving millions of users while integrating seamlessly with their existing telecommunication infrastructure. QSoft was tasked with building a comprehensive IVR solution using React Native and Google Firebase within a serverless architecture. The primary focus was on leveraging serverless technology to ensure scalability and reliability, while integrating SIP and WebRTC to enable real-time voice communication.
Project duration

Project duration: 15 months

Team size

Team size: 15

Satisfaction score

Satisfaction score: 95%

Product catalog

Project challenges

Challenges

  • Adoption of Serverless Architecture: The client’s decision to implement a serverless architecture for the IVR system posed a significant challenge. At the time, serverless technology was still relatively new, with few established best practices. Our team needed to quickly adapt, ensuring the architecture could support the system’s scalability and performance needs. This required rethinking traditional design and deployment strategies, optimizing for stateless functions, and enabling seamless scaling to handle variable user loads.
  • Technical Complexity with SIP and WebRTC: Integrating SIP (Session Initiation Protocol) and WebRTC (Web Real-Time Communication) technologies was critical for enabling real-time voice communication within the IVR system. These technologies are essential for managing and terminating voice sessions, adding a layer of complexity to the development process. We had to ensure the system could interface seamlessly with the client’s existing telecommunication infrastructure, maintaining high-quality voice transmission with minimal latency and maximum reliability.
  • Performance and Scalability Requirements: The IVR system was expected to serve millions of users across Norway, making performance and scalability top priorities. The system needed to handle thousands of concurrent voice sessions without performance degradation. Our team had to carefully optimize backend infrastructure, including database management, function execution, and caching strategies, to ensure the serverless architecture could scale effectively to meet peak traffic demands while maintaining consistent system performance.
  • Time Zone Differences: The 5-hour time difference between our development team and the client’s in-house team in Norway introduced potential challenges in communication and project management. Effective collaboration was essential to the project’s success, requiring strategic planning to align schedules, ensure timely communication, and maintain a smooth workflow across different time zones.

How QSoft solves problems

How we made it?

  • Agile Methodology: We employed an Agile/Scrum methodology, working in iterative cycles with regular client feedback. This approach allowed us to adapt quickly to any changes in project scope and continuously deliver incremental progress. The iterative process ensured that issues were identified and resolved early, keeping the project on track and aligned with client expectations.
  • Service Level Agreement (SLA) and Process Management: At the project’s start, we established a detailed SLA, clearly outlining expectations for communication, technical standards, and risk management. Regular process audits were conducted to ensure compliance with the SLA, maintaining high standards throughout the project. This structured approach provided a clear framework for both teams, ensuring smooth collaboration and consistent delivery.
  • Technical Expertise and Leadership: Our team was built around a technical leader with deep experience in SIP and WebRTC, guiding us through the complexities of integrating these technologies. This leadership ensured that the IVR system met all technical requirements and functioned reliably within the client’s existing infrastructure. The expertise provided by our leader was crucial in overcoming the project’s technical challenges.
  • Performance Metrics and Continuous Improvement: We established clear performance metrics from the beginning and continuously optimized the system through regular testing and adjustments. The team focused on minimizing latency and ensuring that the serverless architecture could scale effectively. This proactive approach allowed us to maintain high performance standards and ensure the system’s scalability to meet growing user demands.

Project successful result

The result

  • Team Growth and Project Scale: The project’s success and the client’s growing confidence in our team’s capabilities led to an expansion from 5 to 15 members within six months. This growth enabled the project to scale effectively and meet the client’s increasing demands.
  • Successful System Deployment: The IVR system was successfully deployed and is now serving 3.3 million users across Norway. Its performance and scalability have exceeded expectations, delivering a seamless user experience.
  • Enhanced Collaboration: Despite the time zone differences, we maintained strong communication and collaboration with the client’s in-house team. This close partnership was crucial to the project’s success, ensuring the system was delivered on time and met all technical requirements.

ABOUT US

LATEST UPDATE

OTHER INFORMATION

Address

No 47, Number 23 str, Pham Van Dong
Bac Tu Liem dist, Hanoi, Vietnam, 100000
Telephone: (+84) 983 705 177
Email: [email protected]

Connect us

Copyright © 2005-2024 QSoft Vietnam