[ Case study · Cloud telephony ]

A full phone system, minus the phone room.

A hosted PBX and self-service portal for Australian businesses, from sole traders to multi-site enterprises. Numbers, IVR menus, call routing, SMS and softphones are managed in a browser, and real-time call analytics sit on the dashboard.

Download Case StudyVisit edgetel.com.au

  1. Incoming call

    +61 2 5550 0142

  2. Business hours?

    Yes, 10:42

  3. Menu

    Pressed 2, Support

  4. Ring group

    Support desk, 3 agents

  5. Answered

    Agent Clara, 6 s

Example call flow, set up by the customer in the portal.

[ Results ]
  • 55%Support ticketsfewer change requests after self-service launched
  • Same dayOnboardingfrom sign-up to live calls for most businesses
  • 99.99%Uptimeplatform availability across the network
  • 4xRemote staffmore softphone users after hybrid features shipped

Figures reflect operational data in the first year after the new platform went live.

[ The starting point ]

Four Problems to Solve

Edge Telecommunications is an Australian VoIP provider offering hosted PBX, enterprise voice and infrastructure services to businesses of every size.

Problem 01Every change needed a support ticketAdding a user, changing hold music or rerouting after hours meant calling support and waiting.
Sector
Telecommunications
Market
Australia & New Zealand
Customers
Sole traders to enterprise
[ What we built ]

A phone system customers can run themselves

  1. 01

    Self-service call flows

    Drag-and-drop IVR menus, ring groups, business hours and failover rules, live the moment they are saved.

    edgetel.com.au
  2. 02

    Real-time call analytics

    Live call volume, queue status and quality metrics so problems are spotted before customers notice.

  3. 03

    Softphones and SIP hardware

    Office lines on PC, Mac, iOS and Android, plus pre-configured handsets ordered straight from the portal.

    edgetel.com.au
  4. 04

    SMS and voicemail-to-email

    Two-way SMS with a full API, and voicemail delivered to email with caller ID attached.

[ How it works ]

From sign-up to first call

Provisioning that used to take days now runs in a few steps.

  1. 01Choose a planNumbers picked from AU/NZ, freecall or international ranges online.
  2. 02ConfigureUsers, extensions and call flows set up in the browser.
  3. 03Connect devicesAuto-provisioned SIP phones or softphones register instantly.
  4. 04MonitorCalls, queues and quality tracked live from the dashboard.
[ What changed ]

Before and After

Before

Customers raised tickets for every small change, call quality problems surfaced as complaints and onboarding dragged on for days.

After

Businesses manage their own phone system in a browser, calls follow staff anywhere and the team sees quality issues in real time.

Built with

Asterisk / FreeSWITCHWebRTCNode.jsReactRedisSIP ProvisioningREST + SMS API
[ Your turn ]

Planning a real-time communication platform?

Tell us what you are building. You get a clear plan, a fixed price and a team that has shipped this kind of product before.

Book a Free Call Download the PDF

Delivered in this engagement

  • Hosted PBX management portal
  • Real-time call analytics
  • SMS and provisioning APIs
edgetel.com.au
[ More work ]All case studies
[ Contact ]

Let's build your next product together

Book a free strategy call and leave with a clear plan and estimate. No commitment.

  1. 01Pick a time that suits you
  2. 0230 minutes on scope, stack, timeline and budget
  3. 03Fixed-price proposal, NDA on request
Prefer email? contact@sajaltech.com