Modernizing Quality Unit’s LiveAgent on AWS with Labyrinth Labs

LiveAgent is an omnichannel help desk solution that handles millions of customer interactions daily across phone calls, chat messages, and email tickets for businesses worldwide. Growing rapidly with AI features such as an AI Chatbot, an AI Answer Assistant and AI sentiment analysis, Quality Unit identified significant growth potential in the market, but the company's legacy infrastructure couldn't keep pace. With eight disconnected data centers across multiple cloud providers, the infrastructure created complexity, latency, and performance bottlenecks, which affected revenue and customer acquisition. Because the infrastructure couldn’t handle higher demand reliably or provision new tenants quickly, tenant onboarding took up to 2 minutes. Releasing a new version often meant remotely logging in to virtual machines, checking out code, and running scripts manually. This process was slow, prone to error, and difficult to repeat consistently, limiting the company’s ability to respond quickly to competitive threats and customer requests.

Additionally, frequent system outages disrupted global operations and forced teams to work overnight shifts to deal with emergencies. These capacity and onboarding issues hindered Quality Unit from converting potential customers into participants during marketing campaigns and feature launches. “We wanted to scale our setup, improve application performance, minimize outages, and strengthen our security,” says Vladimir Bottlik, chief technical officer at Quality Unit. “So we decided to migrate everything to AWS rather than renew the contracts of the legacy data centers.” The migration reflected growth ambitions that the existing infrastructure restrained, such as increasing reliability, expanding into new regions, and scaling LiveAgent’s tenant base exponentially.

To modernize its software-as-a-service solution, Quality Unit chose AWS, which offers comprehensive managed services, a robust security model, and proven global infrastructure. The company partnered with Labyrinth Labs, which specializes in migrations, optimizations, and modernizations and has deep expertise in cloud-based transformations. Throughout the migration, the partner teamed up with Quality Unit’s engineers, supporting architectural decisions, replatforming efforts, and the operational setup of the new environment. To facilitate the transition, the team used Labyrinth Labs’ cloud-based platform LARA. Built on Kubernetes by using AWS best practices and some open source tools, LARA provides production-ready modules for networking, storage, security, monitoring, and observability.

To help developers build, run, and scale production-ready Kubernetes applications, the team relied on Amazon Elastic Kubernetes Service (Amazon EKS). Using Amazon Aurora, the solution could achieve high performance and availability at a global scale for PostgreSQL. The team also adopted the object storage service Amazon Simple Storage Service (Amazon S3) and the serverless, fully managed caching service Amazon ElastiCache. To acquire secure and resizable compute capacity, Quality Unit implemented Amazon Elastic Compute Cloud (Amazon EC2). And by employing Amazon Route 53, the company found a reliable and cost-effective way to route end users to internet applications. To power the solution and fine-tune the infrastructure, Labyrinth Labs deployed customized services and tools and incorporated them as modules into LARA. These services helped scale Amazon EKS nodes with Karpenter, enhance cluster capabilities, and increase observability through monitoring tools such as Grafana, Loki, Prometheus, Thanos, and Tempo.

Using GitHub and Argo CD, the partner also built a robust continuous integration and continuous delivery pipeline, incorporating the whole development workflow into LARA. To minimize disruption to customers, the team performed the migration in tightly managed after-hours windows. “We automatically detected idle periods and moved tenants within 1–10 minutes, depending on data size,” says Bottlik. All customers needed to do was confirm migration windows and update allowlists. This approach helped Quality Unit complete hundreds of migrations per night, consolidating all data centers into three AWS Regions with minimal interruption to LiveAgent’s communication-critical workloads. “Labyrinth Labs helped us migrate easily,” says Matus Zeman, DevOps engineer at Quality Unit. “Its base setup and ongoing support made everything fast and smooth.”

The shift to a more microservice-oriented architecture directly supported innovation. By modernizing its infrastructure, Quality Unit reduced tenant-onboarding time by 70 percent, from 2 minutes to seconds, through parallel provisioning. The company also cut deployment time by 85 percent, from weeks to days. And by minimizing outages, the software provider improved infrastructure stability. The cloud-based architecture delivers dynamic scaling to optimize costs while maintaining high performance even during peak demand. After migrating to AWS, Quality Unit strengthened LiveAgent’s security posture through managed services and automated certificate management. The company decreased operational overhead by using infrastructure as code and can now replicate deployment stacks across Regions in minutes with Terraform.

Partnering with Labyrinth Labs and using AWS, Quality Unit continues to accelerate its momentum. The company built its AI-powered product FlowHunt by using Amazon Bedrock, a service for building generative AI applications and agents. “We see a huge potential for using AI in our products, and with AI, you need a higher level of security,” says Bottlik. “By building on AWS, we can innovate faster and deliver our applications securely.” Quality Unit’s cloud transformation demonstrates how strategic modernization can unlock both operational excellence and business growth. The software provider is now positioned to scale confidently and meet rising global demand for its mission-critical solutions that help enhance customer engagement.