Codelabs Global collaborated closely with IrisCX, they formed a dedicated team and divided the project into several phases including the reengineering of the application and the integration of advanced technologies such as Augmented Reality (AR), Artificial Intelligence (AI), and WebXR. Codelabs Global developed a microservices framework to replace the monolithic structure, and the team also upgraded system monitoring and analysis by incorporating centralized logging and distributed tracing mechanisms. Migrating from AWS to GCP was executed seamlessly, ensuring minimal downtime and maximum efficiency.

New functionalities were also introduced, including AI-powered self-guided interactive sessions, custom permissions for security enhancements, and the implementation of a Round Robin Scheduling algorithm for equitable call distribution among support agents. Codelabs Global further enhanced the platform by integrating features within the Analytics and Reporting modules.

A number of significant changes were integrated including the First Contact Resolution metric, Sentiment Analysis, Guide Compliance module, and robust reporting capabilities. Internal tracking mechanisms were put in place to monitor traffic patterns, user journeys, and user clicks, providing valuable insights for optimization. Robotic Process Automation (RPA) was implemented to automate post-session actions and manage session lifecycle failures effectively. Moreover, the IrisCX platform incorporated several third-party integrations.