All case studies. Browse by sector

DataCactus dataCactus
Case studies How we work
Talk to us

Case studies · Telecoms

Near real-time call reporting for RSA Web

Call data is extracted automatically from RSA Web’s 3CX phone system into its Azure data warehouse, giving support managers near real-time visibility of volumes and agent performance.

Client
RSA Web, South Africa
Built with
3CX, Azure SQL, existing BI tooling
Timeline
Operational the same day as installation

The problem

Native 3CX reporting was not deep enough for a support operation. The data engineering team spent hours extracting and transforming call data by hand, managers lacked a current view of call volumes, and staff rotas were planned on old patterns rather than what was happening now.

What we built

  1. 1The DataCactus 3CX data integrator installed directly on the 3CX server, with no extra hardware
  2. 2Automated extraction of call metadata into the provider’s existing Azure data warehouse
  3. 3Frequent refresh so reports are close to live
  4. 4Compatibility with the reporting tools the provider already used against the warehouse

What changed

  • —Manual extraction replaced by an automated pipeline, with data flowing the same day the software was installed
  • —Near real-time visibility of call volumes and agent performance for rota planning

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

See the offer