Case Study

Real time report for Internet Service Provider

RSA, a leading South African Internet Service Provider, significantly improved customer support operations by automating call data extraction from their 3CX Phone System into an Azure data warehouse. The seamless integration enabled real-time analytics, optimised staff scheduling, and empowered management with timely insights, enhancing operational efficiency and customer experience.

Background

Client: RSA, a leading Internet Service Provider based in South Africa
Industry: Telecommunications/Internet Services
Challenge: Limited reporting capabilities and inefficient staff planning for customer support operations

Challenge

RSA, a prominent South African Internet Service Provider, was struggling to generate timely insights from their 3CX Phone System due to several limitations:
• Native 3CX reporting tools lacked the depth and flexibility required for advanced call centre analytics
• Support staff relied on manual data extraction processes that were time-consuming and error-prone
• The data engineering team spent valuable hours extracting and transforming call data for reporting
• Decision-makers lacked real-time visibility into call volumes and agent performance
• Staff scheduling was based on historical patterns rather than current trends, leading to misalignment between staffing and call volumes
• No automated pathway existed to consolidate call data into their Azure-based data ecosystem
These challenges prevented RSA from making data-driven decisions about their customer support operations in a timely manner, impacting both operational efficiency and customer experience.

Solution

DataCactus implemented their 3CX Data Integration software, a specialised tool that automates the extraction of call data from 3CX Phone System and seamlessly transfers it to RSA's Azure-hosted data warehouse. The solution included:

1.Automated Data Extraction: Direct integration with the 3CX database to capture comprehensive call metadata

2.Near Real-Time Synchronisation: Frequent data refresh cycles providing up-to-date information for reporting

3.Minimal Infrastructure Footprint: Lightweight software installed directly on the 3CX server with no additional hardware requirements

4.Integration with Existing BI Tools: Compatibility with RSA's existing reporting tools that connect to Azure data warehouse

Implementation

The implementation was remarkably straightforward:

1.Server Assessment: Brief review of RSA's 3CX server environment and Azure connectivity

2.Software Installation: Deployment of the DataCactus 3CX Data Integration tool on the 3CX server

3.Testing and Validation: Verification of data accuracy and completeness in the Azure environment
The entire implementation process took only a matter of hours, with the data pipeline operational the same day as installation.

"DataCactus's 3CX Data Integration software has transformed our reporting capabilities by creating an automated pipeline between our phone system and reporting. What previously required hours of manual extraction now happens automatically, giving us near real-time visibility into our call centre operations. The implementation was remarkably quick and non-disruptive, and we were able to see the data flowing into our reporting environment the same day the software was installed."

Thomas Richardson at RSA