We recently completed an exciting project for a client who runs a SaaS-based call center management platform. Their system, powered by Twilio for communication and AWS services (S3, DynamoDB, EC2, Lambda) for storage and scalability, already supported call recordings, transcripts, and multilingual real-time communication.
However, the client needed a centralized admin portal to streamline management across different roles. The challenge was to build this portal without duplicating login systems and while keeping data secure and centralized.
- Platform Admin → Oversee all tenants, their agents, and call data.
- Tenant Admin → Manage their own agents, customers, calls, and transcripts.
- Agent → Access call details and customer interactions.
Technology Stack
To deliver this solution, we used:
- Twilio: for call connectivity, recording, and real-time language translation.
- AWS Cognito: same login system as the parent portal (no new credentials required).
- AWS S3: audio call recordings are stored here.
- AWS DynamoDB: transcripts and metadata are stored here.
- AWS Lambda + API Gateway: new APIs for this portal, separate from the parent portal but connected to the central database.
🔐 Security Note: All APIs are protected with AWS Cognito authentication, ensuring seamless login across the parent and new admin portals.
Key Features Delivered
- Unified Login (AWS Cognito): Reuse of the parent portal’s login system for a seamless user experience.
- Role-Based Access: Secure role segregation (Platform Admin, Tenant Admin, Agent).
- Dashboard Overview: Visual summary of calls, activity, and agent performance.
- Call Lists & Search: Search by agent, customer, call UUID, and more.
- Call Detail Page:
- Embedded MP3 player (Spotify-style) for call playback.
- Searchable transcripts for quick navigation.
Business Impact
The new portal gave our client:
- Efficiency: Faster resolution of complaints with easy access to recordings & transcripts.
- Scalability: Ability to onboard more tenants without operational bottlenecks.
- Security: Single sign-on with AWS Cognito and API-level protection.
Final Thoughts
This project is a perfect example of how cloud-native architecture (AWS + Twilio) and modern portal development can enhance SaaS platforms. At Cyfrid, we specialize in building secure, scalable, and role-based admin portals that empower businesses to grow.