A switchboard that transformed the user experience in a call center

A switchboard that transformed the user experience in a call center

A switchboard that transformed the user experience in a call center 1920 1080 Gruppo Xera

The PBX switchboard that improved contact center performance.

This is a company that operated in the TELECOM sector for contact center activities, located in different operating locations, that needed to change their communication infrastructure in favour of a solution that could guarantee speed and flexibility in the daily management of its activities.

This company operates within the TELECOM sector


Virtual switchboard

3CX on cloud
Advanced reports


Since the company’s old communications system had become too obsolete and cumbersome in daily management, it was necessary to upgrade their Tech with a solution that would guarantee advanced reports and scalability to transform workstations from fixed to flexible (a single desk available for multiple operators), and an application that is accessible from anywhere (remote working).


The company opted for a unified contact center cloud solution, capable of modernising operating processes through the use of the Desktop App on PCs with a centralised authentication system in Ad Synch mode to MS 365 and the use of a Mobile App on smartphones and tablets.
In this way, the company expanded their employees’ interaction potential, being available from any device or fixed location, and increased their productivity by cashing in on the integration with the company’s existing systems, such as synchronisation with Office 365 and with the company’s address book.

Due to its extremely adaptable nature, 3CX PBX technology has proven to be the right solution for advanced call queue management and automated responses through the “Digital Responder” (IVR) feature that provides incoming callers with an option menu and customisation, as well as workflows for setting up hunt groups.

In addition, the company has started to verify the quality of the service provided by means of integrated reports, which analyse waiting times and outgoing or abandoned calls, and thanks to the 3CX Switchboard / Wallboard, the company has full real-time control of their queues.

Back to top