Case Study

Cloud-Based Telephony Management Platform

The client operated a large-scale telephony business serving 1,130+ enterprise customers, including major brands like Honda across Super Admin, Admin, and Agent user roles. Their entire operation ran on a legacy, on-premises system that was expensive to maintain, impossible to scale, and offered no real-time visibility into call activity or agent performance. They needed a modern, cloud-based telephony platform to manage their full operation from one place. To build it, they partnered with Artesian Software Technologies.

We designed and delivered a fully custom Telephony Management Platform on .NET Core, Angular, and Microsoft Azure, replacing the entire legacy stack. We automated their call logging, connected their phone lines directly into their customer database so agents didn’t have to switch screens, and gave managers a live dashboard to see exactly what was happening across the whole company at any second.

Backend

.NET Core

Frontend

Angular

Cloud & DB

Microsoft Azure & Cosmos DB

Telephony

SkySwitch PBX

CRM

Zoho CRM

Background Jobs

Hangfire

The Challenge

  • Manual Call Tracking: Staff had to log on to every single call and record manually. With over 1,130+ customers, this was slow and full of mistakes.

  • Expensive Physical Servers: High-cost local infrastructure offered zero flexibility to scale alongside rising call volumes and expanding accounts.

  • Lack of Real-Time Telecom Analytics: There was no live view of call activity and managers had no way to track agent performance, monitor live call queues, or make data-driven operational decisions in real time.

  • Disconnected CRM & VoIP Data Silos: Customer details, call histories, and interaction records were spread across multiple disconnected tools, forcing agents to switch systems and slowing down every customer interaction.

  • Legacy Telephony System Failures: Scaling beyond 1,100+ customers overwhelmed the legacy system, causing failures that disrupted operations and eroded client trust.

Our Solution

  • Modular .NET Core Cloud Architecture: Built a scalable Azure platform for customer management, call history, CRM integration, ticketing, and API management.

  • Hangfire Background Job Processing: Scheduled Hangfire jobs automatically extract, normalize, and store SkySwitch call records in Cosmos DB and AWS S3 for accurate, hands-free processing.

  • Multi-Tier Role-Based Access Control: Implemented a secure, role-based architecture to enforce strict access controls across Super Admin, Admin, and Agent tiers.

  • Zoho PhoneBridge VoIP Integration: Agents manage SkySwitch calls directly within Zoho CRM via PhoneBridge, instantly accessing customer data without switching apps.

  • Azure DevOps CI/CD Pipelines: A unified ticketing module enables all roles to track issues and requests, deployed safely and rapidly via Agile sprints and Azure Pipelines CI/CD.

Business Impact

  • Automated VoIP Call Tracking: Every single interaction for their 1,130+ customers is now saved automatically.

  • 40% Reduction in IT Server Costs: By moving to Azure’s cloud model and turning off their old physical servers, they cut their tech bills almost in half.

  • Real-Time CDR Analytics & Reporting: Managers finally have live, easy-to-read dashboards to see exactly how long calls take, who is on hold, and how well every agent is performing.

  • Azure Cloud Security & API Compliance: Call recordings are securely stored in the cloud, and strict user permissions keep the company's sensitive data far more secure than before.

  • Streamlined Call Center Workflows: Because agents now do everything from a single screen, they answer questions faster, resolve issues quicker, and provide a much better experience for callers.

Client Testimonial

Before Artesian, manual work on aging servers was holding us back. They built a unified platform that automates our call data and provides instant, real-time insights across our 1,100+ clients. The transformation is incredible. — Chief Operating Officer (Enterprise Cloud Telephony Provider)

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