The Next Generation
of OPI Infrastructure
is AWS Connect.
Legacy telephony built for the 2000s cannot support what the language services industry demands today. AdAstra Inc. was the first LSP to make the move. Markytech built the platform from the ground up.
The Language Services Industry
Has a Contact Center Problem
OPI is fundamentally a telephony problem. And most of the industry is still solving it with infrastructure that predates the cloud. That window is closing.
of enterprise contact centers are already on cloud infrastructure — up from 24% in 2020
of LSPs run OPI on telephony infrastructure more than 5 years old
projected language services market by 2028 — the platforms serving it must modernise
average reduction in contact center infrastructure cost when migrating from legacy to cloud
Who is AdAstra Inc.?
AdAstra Inc. is a US-based Language Service Provider (LSP) operating across healthcare, legal, and government sectors. Three of the most demanding environments for communication accuracy, speed, and reliability.
Their core business: providing professional interpretation services to organisations that need to communicate across language barriers in real time. They operate at scale, serving 300+ enterprise clients through multiple delivery modalities.
AdAstra was running its OPI infrastructure on Twilio with Boostlingo and managing in-person scheduling on Schedule Interpreter — two systems that shared no data, had no unified reporting, and gave AdAstra no real control over their own call routing.
Not All Modalities Are the Same Problem
OPI is a contact center problem. IPI is a scheduling problem. VRI bridges both. Each required a different infrastructure approach — unified under one platform.
Real-time spoken language interpretation over telephone. This is the AWS Connect story. Sub-second routing, intelligent IVR, live interpreter availability, automated call flow, and backstop partner failover — all running on AWS Connect infrastructure.
Scheduled appointments where interpreters attend sessions physically. IPI does not route through AWS Connect — it is a scheduling, dispatch, and field management problem. Markytech built a custom engine for this, managed through the same unified AdAstraConnect interface.
Live video-based interpretation combining scheduling complexity with real-time session demands. Managed through AdAstraConnect's unified interface alongside OPI and IPI — giving operators a single view across all three modalities regardless of how each is delivered.
Legacy OPI Infrastructure Hits a Ceiling.
Twilio and Boostlingo gave AdAstra telephony. They did not give AdAstra control. Every routing rule, every customisation, every reporting requirement hit the same wall: third-party constraints.
OPI Telephony
- No ownership of call routing logic
- Every customisation hit a third-party wall
- No real-time interpreter availability data
- Siloed data, separate from IPI operations
IPI Scheduling
- Completely siloed from OPI data
- Manual dispatcher workflows throughout
- No mobile access for field interpreters
- Separate reporting requiring manual reconciliation
No unified view across OPI and IPI — client accounts, interpreter rosters, and service history all lived separately
Reporting required manual reconciliation across two platforms — no single source of truth for any metric
No mobile capability for IPI interpreters managing field assignments — all coordination was manual
OPI customisations were blocked at every turn by Twilio and Boostlingo's own product constraints
No OPI failover logic — when interpreter capacity ran low, there was no automated backup routing path
No in-call workflow automation — every step that could be intelligent was handled manually by operators
What the Transition Actually Changed
Two legacy systems, no control
- ✕Twilio + Boostlingo for OPI telephony
- ✕Schedule Interpreter for IPI management
- ✕No ownership of routing or call flow
- ✕No shared client or interpreter data
- ✕No mobile application for interpreters
- ✕No automated failover or backup routing
- ✕Customisation limited by third parties
AWS Connect at the core, unified everywhere
- OPI on AWS Connect — full routing ownership
- IPI on custom scheduling and dispatch engine
- Single unified platform interface for all modalities
- React Native mobile app for field interpreters
- Dynamic backstop partner routing for OPI
- 50+ deep customisations built to spec
AdAstraConnect — Engineered for the Industry
OPI Migration to AWS Connect
Full migration of OPI telephony from Twilio and Boostlingo onto AWS Connect. AdAstra now owns its call routing, IVR logic, interpreter queues, and contact flows — with the infrastructure to customise all of it.
Automated OPI Call Flow
Intelligent in-call workflow built on AWS Lambda and Amazon Lex — automating interpreter matching, language detection, and session routing at points that previously required manual operator intervention.
Backstop Partner Routing
Dynamic failover routing built directly into the AWS Connect call flow — automatically routing OPI calls to backup interpretation partners when primary interpreter capacity is insufficient, configurable per client and language pair.
Unified Web Platform
A custom web application integrated with AWS Connect via the AWS SDK — giving operators, dispatchers, and clients a single interface to manage OPI, IPI, and VRI operations. No platform switching. No reconciliation.
React Native Mobile App
A full mobile application for IPI interpreters managing field assignments — accepting bookings, tracking schedules, and logging sessions from any device. Built in React Native and connected to the AdAstraConnect platform.
50+ Platform Customisations
Over fifty purpose-built customisations — from client-specific routing hierarchies and language pair rules to custom reporting dashboards, notification logic, and interpreter matching criteria. All configurable within the platform.
How AdAstraConnect Is Structured
AWS Connect handles OPI. A custom engine handles IPI. A unified platform surface brings both together — with one interface for every operator, dispatcher, and client.
AdAstra ran two separate systems. OPI on Twilio. IPI on Schedule Interpreter. No shared data. No unified control. We migrated OPI to AWS Connect, built a custom IPI engine alongside it, and gave AdAstra one platform to run all of it. That is what the next generation of LSP infrastructure looks like.
The Numbers Behind AdAstraConnect
Production numbers. Not projections. Not estimates.
AdAstraConnect is not a pilot or a proof of concept. It is a live, production platform managing OPI, IPI, and VRI sessions daily — serving enterprise clients across healthcare, legal, and government in the United States.
The 99.99% uptime SLA is not an aspiration — it reflects the operational standard that healthcare and legal environments demand, where a missed interpretation cannot be undone. AWS Connect provides the infrastructure foundation that makes that SLA achievable at scale.
The Stack That Powers AdAstraConnect
Your OPI infrastructure
deserves to be built for it.
Whether you're running fragmented legacy telephony or building a contact center from scratch, we've done this before. Let's talk about what AWS Connect can do for your operation.