Case study · Program Delivery

Call Recording Modernization for a State Government Agency

We replaced an obsolete call recording system across 24 contact centres running 24/7. Any recording is now found in 10 to 30 seconds, and audit requests are handled in minutes.

The client

A state government agency operating 24 contact centres across the state, each running 24/7.

The challenge

The agency’s call recording system was obsolete, and its hardware could fail at any moment. The servers had run out of storage and were not backing up data. Recordings could not be searched or indexed, which left the state exposed to the loss of records it is required to keep and unable to retrieve them quickly when needed. The risks of the old system made an upgrade necessary.

Our approach

Thiqah’s delivery lead led a team of eight over a two-year programme:

Upgraded the hardware, improved call recording quality and updated the software across all 24 sites.
Installed the new platform, migrated the existing archive and digitised older-format records so they could be indexed and searched with AI.
Enabled AI transcription and automatic topic categorisation, so every recording can be found by date, time and subject.
Rolled out in phases, then decommissioned the old systems.
Ran organisational change management and trained staff after implementation.

The results

Searches return the right recording in 10 to 30 seconds.
99.9% uptime across a 24/7 operation.
Audit requests are now pulled and evaluated within minutes.
A plan for continuous upgrades and a training programme for new employees, so the gains last.

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