All Technologies Used
Motivation
Managing a large call center with hundreds of phone numbers across multiple providers was extremely time-consuming, with employees manually collecting daily call statistics. Existing solutions were slow, partially functional, and required constant maintenance. We built a secure, automated scraping platform to reduce manual work, improve data accuracy, optimize daily reporting, and free employees to focus on higher-value tasks.
Main Challenges
The existing scripts frequently stopped working whenever providers updated their interfaces or logic, requiring immediate fixes to avoid downtime. Since web scraping is highly sensitive to UI changes, the system needed daily monitoring to ensure stability. We addressed this by continuously adjusting the scraping and authentication logic to match evolving provider environments.
As the number of processed records increased, the system slowed down due to rising demands on computation, storage, and page-processing capacity. This required infrastructure upgrades and more efficient resource orchestration. We tackled this by moving the solution to high-performance servers and optimizing resource usage to sustain growth.
The customer relied on daily statistics, but the expanding dataset made it difficult to process everything within strict time limits. Full coverage wasn’t always guaranteed, yet maintaining accuracy and speed remained critical. We improved this through ongoing performance tuning and algorithm refinements that steadily increased throughput and reporting reliability.
Our Approach
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Authentication Module
- Automatic SMS code interception
- Secure and reliable login for multiple accounts
- Reduces manual effort for employees
Five Provider-Specific Scrapers
- Collects call duration, acceptance, callbacks, recordings, and traffic usage
- Optimized for large-scale data extraction
- Handles daily growth in the number of phone numbers
Data Matching and Reporting
- Accurate data alignment
- Automatic report generation
- Daily delivery to management
Business Value
Automated Data Collection: Azati’s solution automated the phone call data collection process, drastically reducing manual labor and ensuring that the customer receives daily, accurate reports.
Operational Efficiency: The system has significantly improved the operational efficiency of the call center, allowing for better tracking of employee performance and call quality.
Reduced Manual Labor: Automation of the data collection process freed up employees from routine work, allowing them to focus on more value-added tasks.
Improved Performance: The solution delivers daily, accurate statistics on phone calls, including quality and traffic consumption data.
Scalability: The system is designed to handle an increasing number of phone numbers, with optimizations in place to maintain performance as the call center expands.
Cost Savings: Automation and the reduction of manual maintenance have helped reduce ongoing operational costs for the customer.
Platform Optimization: Rebuilt and optimized the scraping platform, significantly improving stability and performance.
Accurate Reporting: Enabled daily reporting with accurate phone call statistics, including missed calls, call duration, and operator performance.
Time Efficiency: Implemented an automatic two-factor authentication bypass module to save time and ensure smooth operation.
Data Processing Performance: The solution is now able to process data for approximately 96% of the phone numbers required by the customer, with continued performance improvements.
