Platforms - Wiser Technology

Humanizing Digital Customer Experience with Go Instore

May 11, 2025May 21, 2025 by Agnes

Client at a glance

Enabling Seamless Video Retail Engagement with a Custom Portal Development

Go Instore, a UK-based company, revolutionized the retail experience by offering a video-powered solution that connects customers directly with store experts through live one-to-one HD video calls. This innovative technology enhances engagement, creating more personalized shopping experiences and driving retail success. As a result of the COVID-19 pandemic, Go Instore saw a surge in global interest and needed to scale their operations efficiently.

Challenge

The company’s rapid growth, fueled by the surge in retail demand during the pandemic, presented significant challenges:

Scalability Issues: Existing development resources struggled to keep up with the increased demand for the platform.
Multiple Small Projects: Go Instore required a partner to assist with various initiatives, including portal development, call recording, customer care, and scheduling.
Resource Constraints: With global retailers eager to implement the solution, Go Instore needed to manage and expand the platform’s capabilities without compromising service quality.

Our Approach

We partnered with Go Instore to provide scalable solutions and support for their growing operations.

Key actions included:

Portal Development: Designed and built the Go Instore Portal to allow retail clients to manage their accounts and live advisers.
Role-Based Access: Implemented a robust system to manage user permissions, ensuring appropriate access to sensitive data and functionalities.
Comprehensive Account Management: Enabled retail organizations to create and manage advisers, locations, departments, and accounts for smooth operations.
User and Tracking Functionality: Developed advanced tracking capabilities, including dashboards for monitoring adviser availability, call statistics, and key metrics like valuable calls, cancellations, and declines.

Impact delivered

The enhancements led to tangible improvements in Go Instore’s platform, enabling them to scale quickly and efficiently:

Codebase Augmentation: Improved coding standards, logic, and deployment processes for smoother platform updates.
Enhanced Security: Strengthened platform security to protect sensitive user data and transaction information.
Customer Portal: Delivered an intuitive and comprehensive portal for retail clients, providing them with tools for effective account and resource management.

Private Social Network for Plight

May 2, 2025May 21, 2025 by Agnes

Client at a glance

Building a scalable platform

Plight aimed to develop a social platform that would allow users to engage in meaningful discussions, explore diverse perspectives, and receive objective insights on trending and important topics. The platform had to be feature-rich, scalable, and deliverable within tight deadlines, which required integrating various external services for content moderation, KYC, and media distribution.

Challenge

Tight Deadlines: The need to rapidly develop the core features of the platform, while leaving scalability for a later stage.
External Dependencies: The platform required integration with external services for content moderation, KYC (Know Your Customer), and media distribution to meet the deadlines.
Scalability: Ensuring the platform could grow effectively without compromising performance or user experience.

Our Approach

We created a system using a microservices architecture, allowing for modularity and scalability.

Key actions included:

Microservices Architecture: Implemented a modular design to ensure scalability and maintainability as the platform grew.
Complex Payment System: Developed a tiered model for payments in credits and fiat currency, with Stripe integrated for payment handling and an internal ledger to track transactions.
Content Distribution: Integrated a Content Delivery Network (CDN) for efficient media content distribution across the platform.
AI-Based Moderation: Leveraged AI services for automatic content moderation, including tagging of text, images, and videos to maintain quality and safety.
Security and Verification: Deployed antibotting services for content protection, along with a KYC service for verifying content creators through document and selfie authentication.

Impact delivered:

Fully Functional Social Platform: Delivered a feature-rich platform that allows users to subscribe to content and engage in thoughtful discussions.
Comprehensive Administration: Enabled administration of all platform content and business logic from a separate portal for ease of management.
AI-Based Content Augmentation Plugin: Developed a plugin capable of representing relationships between political entities, enhancing the platform’s value.
Integrated Services: Successfully integrated CDN, voice and chat services, KYC, and antibotting features to increase platform value and user safety.

Custom Shoe Coloring for ASICS

January 29, 2025February 4, 2025 by Agnes

Client at a glance

Bringing Creativity to Footwear – A Digital Experience for ASICS Customers

At a major industry fair in Australia, ASICS sought to create an immersive and interactive experience for visitors—one that would connect them with the brand in a creative and memorable way. In collaboration with Engagis Australia, we developed a custom-built iPad application that allowed users to personalize pre-selected ASICS shoe models with their own color designs.

With 30 colors available across 10 distinct shoe sections, users could craft their own unique designs in real time. Once finalized, the designs could be named and submitted via email, engaging customers further while also integrating them into a giveaway campaign.

Challenge

ASICS, one of the world’s leading footwear and activewear brands, wanted to provide an engaging, hands-on experience for event attendees. The challenge was to:

Develop an interactive, touch-optimized application for iPads.
Enable customers to customize the color of pre-selected shoe models.
Ensure seamless submission of the final designs via email.
Create a user-friendly interface suitable for event environments.

Our Approach

We designed and developed a dynamic, touch-responsive application tailored for use at ASICS’ event booths. The solution included:

A selection of four predefined shoe models available for customization.
An intuitive interface allowing customers to apply 30 colors across 10 separate shoe sections in real time.
A streamlined process for users to name their designs and submit them via email.
An automated reset function to prepare the app for the next user seamlessly.

By collaborating closely with Engagis Australia, we ensured that the application provided a smooth, engaging experience that aligned with ASICS’ brand and event goals.

Impact Delivered

Enhanced engagement: Customers actively interacted with the brand through a personalized design experience.
Creative expression: Users can customize and visualize their unique shoe designs instantly.
Seamless digital integration: The app facilitated direct email submission of designs, capturing customer interactions.
Scalability for future use: A reusable and adaptable solution for future ASICS events and activations.

Expertise & Scope

Deliverables: UX/UI Design, Database Management
Tech Stack: Java, Oracle, JavaScript, HTML, CSS

Preparing a Tech Platform to Scale Goodlord Operations

October 12, 2024May 13, 2025 by Agnes

Client at a Glance

Empowering Goodlord to Scale with Confidence

Goodlord is a UK-based software service provider offering innovative solutions for landlords, agents, and tenants. The company specializes in simplifying and digitizing the rental process, including:

Preparation and maintenance of rental documentation, such as electronic forms and contracts.
Facilitating utility services like gas, electricity, and water connections.
Streamlining workflows with electronic signatures, invoices, and automated notifications for contract extensions and terminations.

Goodlord’s platform supports seamless online payments and provides a fully digital experience for all parties involved in the rental process.

Through a modernized architecture, enhanced processes, and seamless integration of remote teams, Goodlord is now equipped to handle rapid growth and deliver exceptional service experiences. By enabling scalability and adaptability, we helped Goodlord strengthen its leadership in the property management software market.

Challenges

Goodlord faced a critical need to modernize its web-based platform by:

Migrating legacy functional PHP code to a more scalable and maintainable architecture using Symfony.
Implementing new features, improving performance, and integrating tests to ensure quality.
Collaborating with external remote engineers for the first time—an ambitious step for a company with an established onsite-only work culture in London.

Goodlord sought experienced software developers who could not only integrate into their in-house processes but also propose innovative solutions to address support issues and optimize the platform. This was a high-stakes endeavor, requiring seamless collaboration and effective communication between distributed teams.

Our Approach

To help Goodlord achieve its goals, we began with an in-depth analysis of the platform’s existing architecture. By engaging with onsite engineers, support teams, and product managers, we gained a comprehensive understanding of the business objectives and technical challenges.

Key actions included:

Modernizing the Architecture: Migrated legacy functional PHP code to object-oriented programming (OOP) modules using Symfony, enabling greater scalability, maintainability, and faster implementation of new features.
Optimizing the Database: Reorganized the MySQL database structure to enhance performance and efficiency.
Improving the User Interface: Transitioned the platform’s web interface to React components, delivering a faster and more intuitive user experience.
Enhancing Quality Assurance: Integrated comprehensive unit and end-to-end tests to simulate various loads, prevent defects, and ensure stability.
Data Integration Support: Developed ETL processes using SSIS to seamlessly import end-customer data from various systems into Goodlord’s platform.

Impact Delivered

Scalable Architecture: Introduced a Symfony- and Scala-based architecture that supports future platform growth.
Improved Database Performance: Optimized the MySQL database for enhanced reliability and speed.
Elevated User Experience: Delivered a modern web interface with React components, improving performance and engagement.
Robust Quality Assurance: Achieved comprehensive test coverage, ensuring defect prevention and stability.
Successful Remote Integration: Enabled effective collaboration with external remote engineers, establishing a new operational model for Goodlord.

Expertise and Scope

Technology Stack: Symfony, Scala, React, MySQL, Concourse, Travis, AWS
Focus Areas: Software migration, multi-tech collaboration, performance optimization, data integration

MS Teams Voice API BOTs Integration for Technology Service LLC

September 6, 2024May 13, 2025 by Agnes

Client at a glance

Revolutionizing Customer Support with AI-Powered BOTs

Through innovative BOT development and seamless integration with Microsoft Teams, we empowered Technology Services to automate routine tasks, enhance responsiveness, and deliver exceptional customer experiences. This collaboration positions the client to lead in customer support excellence, leveraging cutting-edge tools to meet evolving business needs.

Challenge

Technology Services, a trusted Microsoft partner, sought to optimize their internal customer support processes. The aim was to:

Automate repetitive tasks to enhance efficiency and responsiveness.
Reduce agent handling time by streamlining customer identification and verification.
Improve customer experience with real-time insights and advanced automation tools

However, integrating Microsoft Teams’ real-time audio and video data streams with tools like LUIS (Language Understanding Intelligent Service) presented compatibility challenges. A solution was needed to overcome these limitations and create a seamless process for automating and enhancing customer interactions.

Our Approach

We developed and delivered two innovative BOT solutions, leveraging Microsoft Teams and cutting-edge technology to transform customer support workflows.

Key actions included:

Interactive Voice Response (IVR) BOT:
- Caller Identification: Enabled the BOT to intercept incoming calls, identify callers, and display their information to the customer service representative.
- Call Redirection: Designed the BOT to redirect calls to the appropriate IT department, reducing agent handling time and improving efficiency.
- Scalability: Future-proofed the BOT to work with attached phone numbers once Microsoft supports this functionality.
Real-Time Call Assistance BOT:
- Keyword Detection: Enabled the BOT to join Microsoft Teams calls, listen for predefined keywords, and display relevant information in real time.
- Sentiment Analysis: Incorporated sentiment detection to flag negative customer interactions, notifying supervisors with options to join the call or chat with the representative.
- Speech-to-Text Transcription: Transcribed conversations, collected participant details, and sent transcripts to attendees via email.
- Face Analysis: Added the ability to analyze customer facial expressions during video calls, providing insights to enhance engagement and satisfaction.

Impact Delivered

Faster Identification: Reduced the time required for customer identification, streamlining the initial interaction.
Improved Responsiveness: Enabled customer service representatives to access relevant information in real time, enhancing efficiency.
Enhanced Customer Experience: Delivered tools that provide live insights and proactive support, creating a more engaging and satisfying user experience.

Expertise and Scope

Tech Stack: .NET Framework, C#, Azure, Azure Web Services, Azure Bot Framework, Microsoft Graph API, Microsoft Teams, Microsoft Skype SDK
Deliverables: IVR BOT, Teams Call Assistance BOT with advanced functionalities
Team: Cross-functional development and implementation teamWeb Sockets

A Comprehensive OTT Video Streaming Solution for Nova Broadcasting Group

August 30, 2024January 22, 2025 by Sasho

Client at a glance

Shaping the Future of Video Streaming

By delivering a comprehensive OTT solution, Wiser Technology empowered Nova Broadcasting Group to redefine its streaming platform. With full control over its ecosystem and enhanced scalability, NBG continues to lead the market while offering an unparalleled viewing experience.

“We are truly delighted by the high level of competence and responsiveness of Wiser Technology’s team.“
Dirk Gerkens, CEO, Nova Broadcasting Group

Challenge

Nova Broadcasting Group (NBG), a leader in Eastern Europe’s media landscape and part of United Group, sought greater independence and flexibility from its existing streaming platform. While leveraging a prominent global provider, NBG aimed to better control its user experience, accelerate time-to-market, and foster tailored audience engagement. The challenge was to build a custom Over-The-Top (OTT) platform that could scale with its growing user base and meet evolving market dynamics.

Our Approach

To empower NBG with ownership over their streaming ecosystem, we partnered with the group to deliver a tailored solution that combined robust infrastructure with a user-focused experience.

Key actions included:

Custom OTT Architecture: Designed a scalable system built to NBG’s specifications, integrating proprietary and third-party streaming services.
Comprehensive Product Development: Delivered native applications for web, iOS, Android, AndroidTV, and Chromecast, ensuring a seamless experience across all devices.
Distinct Streaming Services:
- Nova Play: Offering live and Ad-Supported Video on Demand (AVOD) models.
- Play Diema Xtra: Supporting live streaming, Pay-Per-View (PPV), and Subscription Video on Demand (SVOD).

Impact Delivered

User Growth: Migrated users and content seamlessly, achieving zero churn and expanding the user base to 600,000 active users.
Enhanced Viewing Time: Increased watch time by 17%, boosting ad revenue per user.
Improved Content Reach: Expanded from four to six live TV channels, meeting audience demands.
Full Ownership: Delivered Intellectual Property Rights (IPRs) for all front-end applications, enabling NBG to define and lead its feature roadmap.

Innovative Features and Design

The platform offers a superior user experience with:

Dynamic User Features: Personalized profiles, push notifications, watch-later functionality, and continuous play across devices.
Advanced Monetization Models: Supports ad-serving, PPV, and subscription-based approaches for premium content.
Seamless Viewing Options: Integrated DVR functionality for live and recorded streams, allowing users to pause, rewind, and fast-forward effortlessly.

Robust Backend and Scalability

Content Management: Adaptive bitrate streaming ensures optimized delivery across all networks and devices.
Security and Monetization: End-to-end encryption, DRM, and secure monetization tools guarantee safe and reliable revenue generation.
Analytics Integration: Multilayer analytics drive intelligent marketing strategies and actionable user insights.
Infrastructure Stability: Leveraged multi-CDN deployment, auto-scaling, and redundancy to handle high traffic volumes while maintaining industry-leading video quality.

Overcoming Technical Challenges

One significant hurdle involved MPEG-DASH limitations, including static DVR configurations and live-edge adjustments. Our proprietary live stream proxy solution resolved these issues, enabling real-time stream modifications and delivering a seamless user experience.

Agile Execution

The project followed Agile/Kanban methodology, structured into iterative phases, each delivering major features and improvements. Our cross-functional team included Product Managers, a Software Architect, DevOps Engineers, and QA specialists, ensuring alignment with NBG’s strategic goals.

Thrive Community. Making Caregiving Less Stressful

July 22, 2024May 13, 2025 by Agnes

Client at a glance

Transforming Caregiving Through Technology

By uniting seniors, caregivers, and healthcare professionals on a single platform, Thrive Community’s app fosters a supportive ecosystem for caregiving. Through user-centric design and innovative technology, Wiser helped Thrive Community reduce stress, improve communication, and deliver a seamless experience that supports caregivers and seniors worldwide.

Challenge

Thrive Community envisioned a platform to alleviate the stress of caregiving by centralizing communication, coordination, and updates for families, caregivers, and healthcare professionals. However, the client lacked the resources and technical expertise to transform their idea into a fully realized product. They needed an intuitive solution designed for seniors and caregivers, simplifying caregiving tasks while fostering engagement and connection.

Our Approach

We partnered with Thrive Community to design and deliver an app tailored to their vision of simplifying caregiving while ensuring ease of use for seniors.

Key actions included:

User-Centric Design: Developed an intuitive app for seniors and caregivers with simple account setup and a “check-in mood” feature for easy emotional communication.
Enhanced Coordination: Enabled users to add up to seven circle members, including family and healthcare professionals, to streamline care planning and communication.
Engagement Features:
- Integrated a photo-sharing news feed and a customizable news module to keep seniors informed and connected.
- Added Amazon integration, allowing seniors to purchase suitable products directly from the app.
HIPAA-Compliant Communication:
- Integrated video calls and private chat features via VoIP, enabling virtual check-ups and secure communication.
- Simplified calling with one-tap access to caregivers or family members.
Cross-Platform Scalability: Developed Android and iOS applications using Flutter, reducing future maintenance costs while enhancing the onboarding journey.

Impact Delivered

Simplified Coordination: Centralized caregiving tasks, reducing the need for multiple apps and improving care plan efficiency.
Enhanced User Experience: Delivered intuitive applications for both Android and iOS, ensuring accessibility and engagement for seniors and caregivers.
Improved Call Stability: Transitioned to a more reliable VoIP provider, enabling seamless communication with push notifications even when offline.
Cost-Efficient Development: Leveraged Flutter to reduce maintenance costs while ensuring feature parity across platforms.

Expertise and Scope

Deliverables: iOS and Android applications, including news feed, mood check-ins, and video call functionalities.
Technology Stack: Swift, Dart, Kotlin, Flutter, Reactive programming, VoIP, WebSockets, Fastlane
Team: Multidisciplinary team of developers and UX/UI designers