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Case studies · Manufacturing

Call outcome tracking restored after a phone-system migration

After moving from Avaya to 3CX the business lost wrap-up codes. A cloud-hosted companion app with Microsoft sign-in gave agents a way to record call outcomes again, with reporting across sites.

Client
A global bathroom-products manufacturer with five sites
Built with
3CX, Azure App Service, Entra ID, Power BI
Timeline
Configured and rolled out across five sites in two weeks

The problem

The previous Avaya system let agents categorise the outcome of every call. 3CX did not, so there was no standard way to record why customers were calling or whether an issue was resolved, and no reporting on it.

What we built

  1. 1A cloud-hosted companion app for 3CX that agents use to record a wrap-up code at the end of each call
  2. 2Sign-in with the company’s existing Microsoft credentials through Entra ID
  3. 3Wrap-up code sets configured per site and per queue to match each department
  4. 4Power BI reporting on call outcomes across all five locations

What changed

  • —Call outcomes recorded consistently across all sites
  • —Customer-service reporting by call type, purpose and resolution

This project became a ready-made offer you can start from.

See the offer

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One view of five phone systems for a global manufacturer A global bathroom-products manufacturer with five sites