# VoiceSage

## 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.