Call Center SaaS Platform — ODC Partnership

Why Lead Tact needed a dedicated engineering team, not a vendor

Lead Tact is a US-based SaaS company building call center software for healthcare, education, and financial services operations. The product needed to consolidate scattered tools — diallers, CRM, spreadsheets, QA processes — into a single platform that could handle dynamic scripts, automated quality monitoring, client-facing portals, and real-time analytics.

This was not a one-time build. The product roadmap required ongoing feature development, infrastructure scaling, and iteration based on customer feedback. Lead Tact needed engineers who would own the codebase long-term — not contractors who would hand off and disappear. That meant an ODC model: a dedicated Madgeek team working full-time on Lead Tact’s product, in their tools, on their sprint cadence.

What the dedicated team built

Dynamic call scripts and workflow automation

Agents work from dynamic, configurable scripts that adapt based on campaign type, disposition codes, and compliance requirements. Campaign managers can create and modify scripts without engineering involvement. The automation layer handles lead distribution, follow-up scheduling, and escalation triggers — eliminating the manual coordination that previously consumed supervisor time.

Automated QA monitoring

Every call is tracked with disposition, duration, outcome, and quality indicators. Compliance checks — required disclosures, opt-out handling, do-not-call enforcement — are built into the workflow. Quality scoring happens automatically, surfacing agents who need coaching before performance drops become visible in conversion numbers.

Real-time client portals

Lead Tact’s clients — the businesses that hire call centers — get their own portal with real-time visibility into campaign performance, lead status, and agent activity. This transparency is a core differentiator: customers see exactly what is happening with their campaigns without waiting for end-of-week reports.

Analytics dashboards

Supervisors see live dashboards showing agent status, queue depth, conversion rates by campaign, and quality score trends. The dashboards refresh in real time — not end-of-day reports, but live operational data that allows in-shift adjustments.

Why the ODC model works for a SaaS product

A project-based engagement would have delivered a V1 and left Lead Tact to maintain and extend it alone. The ODC model means the same Madgeek engineers who built the architecture are still shipping features today. They understand the codebase at a level that new contractors never would. When Lead Tact’s customers request a feature, the team can scope, build, and ship it within a sprint cycle — because there is no ramp-up, no context handoff, no re-learning the system.

The team works in Lead Tact’s tools, attends their standups, and owns delivery across backend, frontend, and infrastructure. From the outside, there is no difference between the Madgeek ODC team and an in-house engineering team — except the cost structure.

The result

A full SaaS platform — backend, frontend, infrastructure — built and maintained by a dedicated Madgeek team. Call center operations using the platform report a 50% reduction in admin time. Lead Tact’s customers get real-time visibility into their campaigns through client portals that no off-the-shelf call center software provides.

Technical details

• Full-stack SaaS: Node.js backend, React frontend, PostgreSQL, deployed on AWS
• Dynamic call script engine with campaign-level configuration
• Real-time WebSocket dashboards for supervisors and client portals
• Automated QA scoring with compliance checks built into call flows
• Multi-tenant architecture: agent, supervisor, admin, and client roles
• Ongoing ODC engagement — same dedicated team from day one