Project Industries: Media
Zero-Downtime High-Scale Platform Modernization for a 10 Million-Download Media App
A mission-critical modernization executed without downtime. Learn how Fingent rebuilt core systems, APIs, and mobile experiences while millions of users stayed continuously online.
Challenges:
Overhaul the legacy system without disrupting ongoing operations to future-proof the website and mobile app of a religious media conglomerate.
Industry
Media/Nonprofit
Solutions:
Transformed a legacy platform into a scalable, future-ready digital platform for website and mobile app.
Results:
A modern, scalable, and future-ready tech stack that will support the future growth of the app across mobile and web platforms.
Location:
US
About the Client
One of the largest U.S.-based faith-driven media conglomerates known for producing faith-based, educational, and inspirational content across television, radio, and digital platforms. They wanted a website and mobile apps (Android & iOS) to help children learn timeless moral values and life lessons through engaging, Bible-based animated stories.
The vision was to bring the scriptures to life for families worldwide through an interactive adventure series featuring two time-traveling children and their robot companion. This concept quickly gained popularity and raked up 10 Million+ downloads in Android and iTunes app stores.
Case Overview
Fingent collaborated with the global faith-based media organization to modernize the tech stack without disrupting existing app services, ensuring uninterrupted access for users throughout the transition.
Both the backend and frontend architecture were replaced and upgraded to the latest version of a carefully assembled tech stack.
The project resulted in a complete overhaul of a near-obsolete legacy system, replacing it with a secure, scalable, and future-ready platform built to support over 3 million users while setting the ground for future expansion.
CHALLENGES
Pain Points in Existing Architecture
Upgrading the architecture without disrupting ongoing operations
Legacy mobile tech stack no longer supported
Urgent need to modernize the architecture to sustain growth
Complex CMS upgrade of large volume, structure, and content organization.
SOLUTION
Modernizing a Legacy System for a Global Faith-Based Media Organization
Fingent modernized the client’s existing platform to deliver a scalable, secure, and high-performing solution capable of handling over 20,000 concurrent users. The project emphasized modernizing the obsolete tech stack, a complete revamp of backend architecture, optimizing app performance, and ensuring uninterrupted access during the transition.
Complete backend revamp with federated GraphQL via WunderGraph, Azure Functions for serverless scaling, and multi-layered caching
Expanded capabilities in Node.js and native app development for a superior user experience
Implemented a SmartClient architecture to enhance flexibility and responsiveness
Conducted high-scale performance testing using Azure Load Testing to ensure stability for up to 20,000 concurrent users
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BENEFITS
Creating Lasting Value Through Modernization
The modernization initiative transformed the client’s platform into a modern, high-performing, future-proof, secure, and scalable solution. By enhancing system efficiency and ensuring uninterrupted service, Fingent helped the organization sustain its current audience while building a scalable foundation to expand its global reach further.
Maximized scalability and improved performance to support peak user volumes
Extensive testing across different call types, agent performance levels, and edge cases ensured reliable operation before deployment.
Streamlined data flow and elimination of data silos through Wundergraph API integration
Seamless migration with zero downtime during the architecture transition
Improved security and maintainability through the Drupal 10 upgrade
Enhanced system capability to handle 20,000+ concurrent users
Disruption-free transition
Future-ready architecture
Unified digital ecosystem
Rigorous load testing
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Transforming Call Center Quality Assurance with AI-Powered Automation
Challenges:
- Quality Assurance evaluated only 3% of 9400 daily calls across 350 agents.
- Lack of visibility into widespread performance trends and compliance risks. Inability to identify customer satisfaction drivers.
- The manual QA process consumed 2,550 hours monthly.
- QA operational cost estimated at $0.7 million annually.
Industry
Media/Nonprofit
Solutions:
AI-Powered Call Center Agent Scoring Application
Results:
Evaluation coverage from 3% to 100% of all calls. Complete visibility of agent performance across all interaction types, times, and customer segments. Quick identification of performance gaps and training needs. Reduced manual efforts and operational costs.
Location:
US
About the Client
The client is a diversified media organization with an annual revenue of approximately $700 million and a workforce of over 1,500 employees. Operating across content production, broadcasting, digital media distribution, and publishing, the company serves millions of customers worldwide. With a strong focus on innovation, it continuously adapts to emerging technologies to stay competitive in the dynamic media landscape.
The organization's call center handles an average of 9400 calls daily, through 350 customer service agents. However, their quality assurance program faced significant limitations. With only 12 dedicated QA agents, they could evaluate approximately 280 calls per day, which was just 3% of total call volume. This sampling bias prevented an accurate assessment of agent performance. Critical compliance issues or customer experience problems went undetected in the remaining 97% of calls. Coaching interventions were delayed by weeks due to insufficient data coverage.
Case Overview
The manual QA process consumed approximately 2,550 hours monthly, costing an estimated $0.7 million annually in QA labor alone. More critically, the organization lacked visibility into widespread performance trends, compliance risks, and customer satisfaction drivers. This limited their ability to proactively improve service quality and agent performance.
The organization's leadership evaluated several alternatives, including hiring additional QA staff, implementing traditional call monitoring software, and using off-the-shelf solutions. However, these approaches would scale costs linearly due to the fundamental limitation of sampling-based evaluation. Moreover, off-the-shelf software could not provide the quality and specificity of evaluation. The decision to pursue AI-powered automation was driven by the technology's unique capability to evaluate 100% of interactions while maintaining consistent scoring standards.
CHALLENGES
Roadblocks Faced In The Existing Systems
Inability to accurately assess agent performance
Limited QA coverage –only 3% calls were reviewed
Major compliance and customer experience issues went undetected
High manual QA efforts and costs –2,550 hours monthly, costing an estimated $0.7 million annually
Limitations to proactively improve service quality and agent performance
SOLUTION
Fingent’s Approach - AI-Powered Call Center Agent Scoring Application
Fingent implemented a comprehensive AI-based Call Center Agent Scoring Application built on Microsoft Azure's cloud-native serverless architecture. The solution utilizes Azure Functions and Azure OpenAI Service with multiple GPT models for intelligent cost-optimized processing. The system processes call transcripts through a sophisticated pipeline featuring pre-processing modules for text normalization and PII removal.
Advanced model-specific prompt engineering utilizing few-shot in-context learning with domain-specific knowledge injection is used to transform the organization's 10-criterion scorecard into structured evaluation instructions. Call ingestion occurs via REST API integration with the existing contact center platform. This triggers workflows that orchestrate evaluation through configurable sampling strategies—from targeted call types to full 100% coverage— for cost optimization.
The platform integrates bidirectionally with existing systems and business intelligence tools.
Comprehensive audit trails, data protection, and retention policies ensure compliance.
The system maintains enterprise-grade security with role-based access control and integration with Azure Active Directory.
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IMPLEMENTATION JOURNEY
Ensuring a Successful and Smooth AI Transition
The implementation began with a comprehensive feasibility study involving detailed analysis of the organization's existing QA criteria, call types, and evaluation processes. The team conducted extensive testing of different evaluation strategies and LLM models to identify optimal performance and cost. The development phase focused on building the core Azure-based application backend, the PostgreSQL, and the CosmosDB. This was done by establishing secure API connections with their existing contact center platform for automated transcript ingestion.
The rollout phase began with a pilot program covering specific call types and agent groups, gradually expanding to full deployment across all 350 agents. This phase involved fine-tuning based on real-world performance data, optimizing cost efficiency and processing strategies, and training managers and QA staff on the new system capabilities. Throughout the implementation, Fingent maintained a strong stakeholder engagement with regular progress updates, addressed technical challenges through iterative problem-solving, and ensured seamless integration with existing workflows to minimize operational disruption.
Developed a React-based user interface for QA supervisors and managers to review and modify AI evaluations.
Extensive testing across different call types, agent performance levels, and edge cases ensured reliable operation before deployment.
Implemented comprehensive audit trails and integration with Power BI for reporting.
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BENEFITS
Making An Impact On Client Success
The AI-powered QA solution delivered improvements across multiple dimensions of the organization's call center operations. The most significant achievement was expanding evaluation coverage from 3% to 100% of all calls—a massive increase in visibility. This comprehensive coverage eliminated sampling bias and provided the first complete picture of agent performance across all interaction types, times, and customer segments. The automation generated substantial cost savings by reducing manual QA labor requirements significantly. QA staff can now focus on strategic coaching, trend analysis, and complex cases requiring human judgment.
Coaches and managers gain access to comprehensive, objective performance data enabling fair and accurate agent assessments.
Data-driven decisions can be made about training programs, coaching priorities, and performance management.
The system provides the base to identify performance patterns, compliance risks, and improvement opportunities at scale
Real-time alerts for compliance violations and quality issues enable immediate intervention.
Quick identification of issues
Strategic, data-driven training approaches
Reduced QA operational costs
Improved service quality & agent performance
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Unlocking Marketing Intelligence with a Conversational AI Agent
Challenges:
The marketing team lacked access to actionable intelligence from 9,400 daily call center interactions. This limited their understanding of their customer behavior and changing trends.
Industry
Media/Nonprofit
Solutions:
Custom Conversational AI Agent to unlock marketing intelligence
Results:
Accelerated campaign development by 3 weeks. Faster intelligence gathering process. Enhanced clarity on customer needs and behavior. Data-driven and targeted marketing campaigns. Improved user engagement and brand trust.
Location:
US
About the Client
The client is a diversified media organization with an annual revenue of approximately $700 million and a workforce of over 1,500 employees. The company operates across multiple verticals, including content production, broadcasting, digital media distribution, and publishing, serving millions of customers worldwide. The company focuses on evolving with emerging technologies to stay competitive in a rapidly changing media landscape.
The company handles approximately 9,400 call center interactions daily. It's equivalent to 3.4 million annual conversations' worth of untapped user feedback. However, the marketing team had no scalable method to analyze these conversations. This left them unable to identify trends, measure sentiment, or understand the specific needs and motivations of their users, despite having an excellent data source at hand.
Case Overview
The lack of insight was a significant opportunity cost. Marketing campaigns were designed with incomplete information, limiting their effectiveness and ROI. Product development was reactive, relying on delayed or indirect feedback rather than real-time data. Crucially, the organization was missing the ability to proactively understand its users, which is essential for building loyalty and driving engagement in a competitive media landscape.
The leadership evaluated expanding customer surveys and manual call analysis teams. But surveys yielded low response rates, while manual analysis was unscalable and too expensive. Fingent recognized that an AI Agent-based solution can analyze 100% of call data in real-time while leveraging existing infrastructure from a parallel call center agent evaluation project. The initial concerns about AI accuracy and implementation complexity were addressed through a phased PoC and MVP approach, which demonstrated quick wins during the design phase.
CHALLENGES
Roadblocks Faced In The Existing Systems
Inability to convert 3.4 million annual customer interactions into insightful data
Manual and weeks-long intelligence gathering process
Inability to proactively understand customer needs and behavior
Lack of data-driven campaign development
Inability to build brand loyalty and drive customer engagement
SOLUTION
Fingent’s Approach - Custom Conversational AI Agent
The conversational agentic AI system was built on a cloud-native serverless architecture using Azure Functions. The solution features a React-based conversational chat interface embedded into the client's internal applications for easy access. Marketing users query the data using natural language, which is then routed to AI agents equipped with specialized tools.
The stack is designed for modularity and scalability, leveraging Python’s async capabilities for low-latency API interactions, paired with a responsive React-based front end. The serverless architecture using Azure Functions ensures efficient resource utilization. The system leverages PostgreSQL with pgvector to store embeddings for RAG ( Retrieval Augmented Generation), and a NoSQL store for unstructured data. The system includes a data pre-processing pipeline that embeds relevant data, stores metadata, and generates additional contextual information. The agentic AI system is powered by Azure OpenAI for planning and execution.
The system uses both REST APIs and MCP (Model Context Protocol) to access data and tools.
The architecture prioritizes scalability, fault tolerance, and extensibility.
Azure AD, RBAC, and additional security measures ensure enterprise-grade compliance.
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IMPLEMENTATION JOURNEY
Ensuring a Successful and Smooth AI Transition
Implementation began after validating the concept and identifying strategies to overcome key bottlenecks via multiple PoCs. The three-month project was structured across three distinct phases to ensure an agile and effective rollout.
Throughout the project, the team successfully navigated key challenges related to performance and data accuracy. To ensure fast response times when querying large volumes of data, the system's architecture was optimized for efficient data processing and caching. The reliability of the AI-generated insights was ensured by a validation process that combined automated confidence scores and source citations. This practical approach ensured the final tool was fast and reliable.
Phase 1 - Scope & Design: This initial phase of one month focused on identifying the core set of business questions, designing the agentic AI architecture, creating the data processing pipelines, and creating UI mocks.
Phase 3 - Pilot Rollout & Iteration: Early wins included successfully answering 78% of initial queries and reducing typical research tasks from hours to minutes.
Phase 2 - Development & Integration: The core development phase included building the React-based chat interface, developing the AI agent and its backend tools on Azure, establishing the data integration with their contact center platform, and finishing with a week of testing with various sample scenarios.
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BENEFITS
Making An Impact On Client Success
The solution transformed the marketing team’s intelligence gathering from a manual, weeks-long process to instant query resolution, accelerating campaign development time by 3 weeks. Estimated time savings averaged 85%, with some tasks that previously required over 4 hours of manual research now completed in under 15 minutes. This new capability led to several measurable improvements in marketing and product development operations.
Data-Driven Campaign Development: The team could now design campaigns based on a real-time understanding of user needs, concerns, and sentiment.
Efficient Content Generation: The ability to query the entire call database allowed for the rapid identification of powerful user testimonials and stories for use in content.
Accelerated Product Improvement Cycles: Direct, unfiltered feedback on products and services could be analyzed at scale to identify and prioritize enhancements.
Enhanced Regional Analysis: The marketing team could now perform demographic and regional analysis to create more user-specific strategies.
Improved customer engagement
Customer-specific marketing campaigns
Agile decisions in product strategy
Enhanced brand trust & loyalty
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Improving Customer Support and Engagement
Challenges:
A mobile app to assist customers in identifying the warranty status of the products and requesting support.
Industry
Communications
Solutions:
Mobile App to Improve Customer Engagement
Results:
The mobile app empowers customers to utilize their products better by enabling easy warranty status tracking and communicating with the support team.
Locations:
US
About the Client
Xorcom, a leading provider of business communication solutions since 2004, specializes in designing and manufacturing systems that support traditional PSTN and modern VoIP communication. To enhance customer experience, Xorcom sought a streamlined process enabling users to access relevant product information without hassle.
To stay ahead of the stringent competition of the communications industry, Xorcom needed a solution that would provide instant access to product information, enabling customers to make quick and informed choices. By improving accessibility and responsiveness, they aimed to enhance customer engagement, reduce friction in the buying process, and strengthen their competitive edge in the industry.
Case Overview
Fingent thoroughly analyzed Xorcom’s customer behavior and identified the need for a seamless mobile experience. To address this, they planned to deploy a mobile-based web application that would provide users with quick and easy access to essential product details.
This approach aimed to enhance customer satisfaction by ensuring that critical product information was readily available at their fingertips. The intuitive interface allows users to verify coverage details and request support whenever needed, streamlining the post-purchase experience. By implementing this solution, Fingent helped Xorcom improve customer engagement and optimize service efficiency.
CHALLENGES
Roadblocks Faced in the Existing System
Limited Accessibility for Customers to Product Information
Complex Post-Purchase Support Process
Customer Engagement Gaps
Lack of Quick Customer Support
Competitive Industry Pressure
SOLUTION
Fingent’s Approach - An Intuitive Mobile App to Improve Customer Engagement
The mobile-based web application provides Xorcom’s customers instant access to intricate product details. It enables users to seamlessly check warranty status, request support, and retrieve critical product information, enhancing their overall experience.
Request support
Get product and warranty details
Track products
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BENEFITS
Making an Impact on Client Success
By streamlining accessibility and responsiveness, Xorcom strengthened customer engagement, improved service efficiency, and gained a competitive edge in the communications industry.
Customers are more connected with the products
Communication with users is more streamlined
Reduced customer frustration and improved satisfaction
Stronger relationships between Xorcom and its customers
Enhanced Customer Experience
Improved Brand Value
Improved Service Efficiency
Stronger Competitive Advantage
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Simple Appointment Management – Absolutely Leisure
How Fingent built an online booking system to augment on-premise booking and ensure a happy booking experience for the users
Absolutely Leisure
Industry
Entertainment
Region
United Kingdom
Technologies
ASP.NET MVC
About the Customer
Absolutely Leisure, founded in 2009, is a subsidiary of Slough Community Leisure. Absolutely Leisure offers numerous entertainment activities such as Karting, Laser Combat, and Ten Pin Bowling, among many others. Their aim is to provide affordable leisure and entertainment activities for everyone. Absolutely Leisure struggled to streamline their go-karting booking system. They wanted to easily manage online booking along with their on-premise booking and ensure a happy experience for their customers.
Fingent’s Solution
Fingent built an online booking system to augment an on-premise booking system. Clients are able to securely schedule and book the rental of go-karts and related products from home.
How we helped our client
User Registration
Product Catalogue
Calendar Coordination
Credit Card Processing
Gift Cards Payments
Promo Codes
“The application that Fingent developed is excellent and has great visuals. The team explains their process thoroughly, makes changes that are requested promptly, and addresses bugs quickly and professionally.”
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Interactive Second Screen Experience
FilmSync was a commercial project to develop a smartphone app that provides interactive second-screen experience to video content viewers
Company
FilmSync
Industry
Media
Region
United States
Technologies
Android, iOS
Requirement
The customer wanted to engage the audience better, making video watching a more interactive experience. They required an app that provides interactive second-screen experience to video content viewers.
Challenges
The challenge was to connect people watching a news story or documentary on television with related, additional content, through a second screen app on their smartphones.
Results
Fingent solved the technical hurdles of creating a synchronized second screen app that delivers an engaging experience in line with the story, allowing the second screen to display content in sync with the video on the primary screen.
“I have been very pleased with Fingent Corporation’s user experience and design capabilities. Reviews from engineers testify that their code was consistently solid and comprehensively documented. ”
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Enabling A Smarter Digital Workplace
Challenges:
Disconnected workplace, limiting the ability to operate efficiently with smooth collaboration and communication
Industry
Telecommunications
Solutions:
Bitrix 24, SharePoint 2016, Atlassian
Results:
Considering the long-term IT roadmap, cost/budget constraints, employee competence, and the timeline for deployment, Fingent suggested 3 possible solutions: Bitrix 24, SharePoint 2016, Atlassian. Each of these solutions is projected to increase employee communication by over 30%.
Locations:
Japan
About the Client
Sony Mobile Communications Inc. is a multinational telecommunications company and an iconic smartphone brand that pioneered innovation in the 2000s. With research and development facilities across borders, the company consistently strived to break new ground in the telecommunications sector.
However, Sony's extensive and globally distributed workforce challenged the company to execute a well-connected work culture. The company was determined to end a siloed and disconnected workplace environment by leveraging the latest technologies.
Case Overview
Fingent’s analysis aimed to gather key pain points, improvement ideas, and IT demands, ultimately crafting a roadmap to achieve a collaborative digital workspace. The survey highlighted challenges in sharing and accessing information, coordinating tasks, finding the right expertise, and more.
Fingent shortlisted 3 software solutions for SONY Mobiles: Bitrix 24, SharePoint 2016, Atlassian. These solutions were then subjected to pairwise comparisons for each of the nine capability features to determine the most suitable option.
CHALLENGES
Roadblocks Faced in the Existing System
Complexities of a digital workspace landscape
Lack of Inter-connectivity and usability
Diverse perspectives on needs
Inability to use new-age technology
Need for a customized solution
SOLUTION
Fingent’s Approach - Identifying A Smarter & Connected Digital Workplace
Fingent’s meticulous User Needs Analysis process helped identify 23 suitable software solutions from over 300 available options. These solutions span various categories, including Enterprise Portals, Enterprise Content Management, Collaborative Project Management, Intranet Solutions, and Document Management Solutions. The technology analysis phase included:
Installation, usage trials, and vendor discussion
Analysis of reviews and feedback from users
Customizability, interconnectivity, and extensibility checks
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BENEFITS
Making an Impact on Client Success
The solutions identified by Fingent are projected to increase employee communication by over 30%, significantly boosting productivity and overall efficiency. With these improvements, Sony Mobile could meet deadlines twice as effectively and deliver nearly triple the value in their projects.
Super-connected digital workplace solution
Flexible to leverage new-age technology
Enhanced performance capabilities
Foster a collaborative work environment
Seamless collaboration
Boosted performance
Instant communication
Connected workplace
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