EvaFiberz Cuts Call Quality-Review Time by 80% with Real-Time Conversation Intelligence on AWS
Learn how EvaFiberz partnered with OneData to migrate from Mitel MiVoice to Amazon Connect, introduce real-time transcription and sentiment analysis, improve supervisor visibility, and create a more flexible support operation across more than 50 countries.
Benefits
Reduced call quality-review time by approximately 80%
Enabled real-time transcription, sentiment analysis, and supervisor intervention
Migrated from Mitel MiVoice to Amazon Connect with zero planned downtime
Added agent-controlled recording for country-specific consent requirements
Expanded customer engagement from voice-only support to voice, chat, and email
About the Customer
EvaFiberz is a fiber and telecommunications provider managing inbound and outbound customer support across more than 50 countries.
Its agents assist a broad, multilingual customer base with service inquiries, fiber installations, billing questions, and other account-related requirements.
Supporting customers across such a wide geographic footprint requires EvaFiberz to maintain consistent service quality while managing different communication practices and call-recording consent requirements.
As its operations expanded, EvaFiberz needed a modern contact center capable of giving supervisors real-time visibility, helping quality teams review interactions faster, and providing agents with more flexible communication and recording controls.
Overview
EvaFiberz previously operated an on-premises contact center built around a legacy Mitel MiVoice PBX.
The system handled telephone calls but provided limited insight into what was happening during customer conversations. Supervisors could monitor queue depth through a wallboard, but they could not see live transcripts, evaluate customer sentiment, or identify calls that required immediate assistance.
Quality assurance was equally time-consuming. To evaluate an interaction, reviewers had to replay the complete call recording even when only a small part of the conversation required attention.
The legacy platform also lacked integrated digital channels and flexible recording controls. These limitations became increasingly difficult to manage as EvaFiberz supported customers across more than 50 countries.
EvaFiberz partnered with OneData to migrate its contact center from Mitel MiVoice to Amazon Connect and implement a custom agent and supervisor workspace with real-time AI-powered conversation intelligence.
The new platform entered production in November 2025, giving EvaFiberz live visibility into customer conversations while reducing quality-review time by approximately 80%.
Overview
EvaFiberz previously operated an on-premises contact center built around a legacy Mitel MiVoice PBX.
The system handled telephone calls but provided limited insight into what was happening during customer conversations. Supervisors could monitor queue depth through a wallboard, but they could not see live transcripts, evaluate customer sentiment, or identify calls that required immediate assistance.
Quality assurance was equally time-consuming. To evaluate an interaction, reviewers had to replay the complete call recording even when only a small part of the conversation required attention.
The legacy platform also lacked integrated digital channels and flexible recording controls. These limitations became increasingly difficult to manage as EvaFiberz supported customers across more than 50 countries.
EvaFiberz partnered with OneData to migrate its contact center from Mitel MiVoice to Amazon Connect and implement a custom agent and supervisor workspace with real-time AI-powered conversation intelligence.
The new platform entered production in November 2025, giving EvaFiberz live visibility into customer conversations while reducing quality-review time by approximately 80%.
Opportunity | Improving Visibility Across a Global Support Operation
EvaFiberz’s supervisors could see how many customers were waiting, but they could not see what was happening inside active conversations.
If a customer became frustrated or an agent required assistance, the issue might not become visible until after the call ended. Supervisors had limited ability to understand the conversation in real time or intervene while there was still an opportunity to improve the outcome.
The quality team faced a different version of the same visibility problem. Important information remained locked inside audio recordings. Reviewing more calls required spending more time replaying them from beginning to end.
This restricted the number of interactions the team could evaluate and reduced the time available for deeper analysis, agent coaching, and service improvement.
Operating across more than 50 countries introduced additional recording complexity. Consent requirements could vary depending on the customer’s location, making a single always-on recording policy unsuitable for every interaction.
EvaFiberz’s voice-only environment also limited how agents could continue customer conversations. Without integrated chat and email, agents had fewer options for sharing information, confirming next steps, or completing follow-up activities.
EvaFiberz needed more than a replacement telephone system. It required a cloud contact center that could make conversations visible as they happened, accelerate quality reviews, support country-specific recording requirements, and extend customer engagement beyond voice.
Solution | Implementing Amazon Connect with Real-Time Conversation Intelligence
OneData migrated EvaFiberz from Mitel MiVoice to Amazon Connect and built a custom workspace designed around the needs of its agents, supervisors, and quality teams.
The solution combines cloud telephony, real-time transcription, sentiment analysis, live supervisor monitoring, agent-controlled recording, digital communication channels, and AWS governance.
Migrating from Mitel MiVoice to Amazon Connect
OneData completed the migration using a big-bang cutover planned around service continuity.
Existing telephone numbers were ported to Amazon Connect, while the legacy Mitel environment remained available in parallel as a tested rollback option during the transition.
The Mitel configuration was exported and stored in Amazon Simple Storage Service, providing a recoverable copy of the previous setup if rollback became necessary.
This approach enabled EvaFiberz to migrate with zero planned downtime while maintaining a defined recovery path during the cutover.
Providing Agents with a Custom Workspace
OneData developed a custom Amazon Connect Contact Control Panel hosted through Amazon CloudFront.
The workspace gives agents a unified interface for handling customer calls and accessing the operational controls required for EvaFiberz’s international support environment.
A recording control was built directly into the agent interface. Agents can switch call recording on or off according to the consent requirements relevant to the customer’s country or the nature of the conversation.
This gives EvaFiberz greater flexibility than a universal always-on recording policy.
Delivering Live Transcription and Sentiment
Amazon Connect Contact Lens transcribes customer conversations and analyzes sentiment in real time.
The conversation data is streamed through Amazon Kinesis to an AWS Lambda function. Individual utterances are then published through an AWS AppSync GraphQL WebSocket and displayed within the supervisor workspace.
This architecture provides supervisors with sub-second access to the transcript and sentiment of active customer conversations.
Supervisors no longer need to rely only on queue information or wait until a call ends. They can understand the context of an interaction, identify conversations requiring attention, and intervene while the customer is still connected.
Accelerating Quality-Assurance Reviews
Real-time transcription also transformed EvaFiberz’s quality-review process.
Previously, reviewers had to replay complete call recordings to evaluate an interaction. With transcripts available, they can scan the conversation, locate important sections, and listen to the audio only when necessary.
This reduced quality-assurance review time by approximately 80%.
The faster process allows quality teams to focus more of their time on identifying patterns, supporting agent coaching, and improving the overall customer experience.
Supporting Consistent Agent Communication
Amazon Q message templates provide agents with pre-approved responses for common customer situations.
These templates help agents communicate more quickly and consistently when responding to recurring service, installation, and billing inquiries.
For a multilingual support operation spanning numerous countries, standardized responses also help maintain clarity across customer interactions.
Expanding Customer Communication Channels
EvaFiberz’s previous environment was primarily limited to voice.
The Amazon Connect implementation expanded customer engagement to voice, chat, and email. Amazon Simple Email Service supports follow-up communication after an interaction.
Agents can now continue conversations, send relevant information, and confirm next steps without requiring another telephone call.
Establishing Governed Cloud Operations
The complete solution operates under AWS Control Tower governance and is defined using AWS Cloud Development Kit.
Infrastructure as code provides a consistent and repeatable way to deploy, manage, and update the contact center environment.
By combining Amazon Connect, Amazon Connect Contact Lens, Amazon Kinesis, AWS Lambda, AWS AppSync, Amazon CloudFront, Amazon Q, Amazon Simple Email Service, Amazon S3, AWS Control Tower, and AWS Cloud Development Kit, OneData created an integrated platform for cloud communication, live conversation intelligence, compliance control, and global support operations.
Outcome | Delivering Faster Quality Reviews and Live Conversation Visibility
Following the implementation, EvaFiberz moved from a voice-only PBX with limited operational insight to a cloud contact center where conversations can be monitored and understood in real time.
Reduced quality-assurance review time by approximately 80% by replacing full-call playback with transcript-based reviews
Enabled real-time transcription, sentiment monitoring, and supervisor intervention across supported customer calls
Migrated from Mitel MiVoice to Amazon Connect with zero planned downtime and a tested rollback option
Introduced agent-controlled recording to support varying consent requirements across more than 50 countries
Expanded customer support from voice-only communication to an integrated voice, chat, and email experience
With Amazon Connect and real-time Contact Lens intelligence in production, EvaFiberz can identify service issues earlier, support agents during live conversations, review customer interactions faster, and operate a more flexible contact center across its global footprint.
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