Call monitoring platform:
Helping users increase efficiency by 17% with real-time call data

Project overview
Handling hundreds or thousands of incoming calls is a daily struggle for businesses across industries, from hospitals and health organizations to tech companies. Manually triaging calls is not an option. In turn, identifying inefficiencies and removing their root causes is impossible without comprehensive call analytics.
Our client, Omnitelecom, decided to address this pain point with a new SaaS product. Established in 2003 and accounting for around 10% of Israel’s international telephone traffic today, Omnitelecom has over two decades of experience in the telecom industry.
Omnitelecom’s new product, a call management and monitoring platform, would ultimately help businesses streamline call center operations, reduce costs, and improve customer service experiences.
To deliver this value to the intended customers, however, Omnitelecom needed a dynamic, fast interface that visualizes the latest call data for its platform. That’s why the company sought our expertise in frontend development for data-heavy SaaS products.
Services


Challenges
The platform would display real-time incoming and outgoing call data. So, optimizing interface performance to support smooth real-time data refreshment and visualizations was the key challenge.
Historical data also had to be easy to retrieve and work with. That required intuitive navigation and search.
On top of that, Omnitelecom intended the platform to be used by companies across industries. So, the interface had to meet the needs of business users across business domains and niches.
Finally, since Omnitelecom already had the backend component developed, we had to ensure the interface was seamlessly integrated with it. To that end, we had to thoroughly test the data flow between the front end and back end and optimize its speed.
Our discovery phase revealed the following needs and requirements for the project:
Strategic business needs
01 Launch a call tracking and management SaaS platform for businesses
02 Deliver value to customers in the form of reduced costs and streamlined operations
03 Achieve a monthly product sign-up growth rate above 10% within the first year
04 Limit customer churn to 10% within the first year
05 Reach a customer satisfaction (CSAT) score of at least 80 within the first year
Technical requirements
01 Develop the interface for the web platform using React, Redux, and TypeScript
02 Integrate the interface with existing backend components
03 Implement real-time data refreshment for call data
04 Minimize the latency and response time across the platform
05 Implement support for integration with other user systems for smooth workflows
06 Add specific types of dashboards and reports to the platform based on user needs
07 Minimize the load time across the platform
08 Limit user error rates to 15%
We’ll minimize the load time and latency for real-time data visualizations to turn your product into your customers’ operational efficiency driver.


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Solutions
To build a dynamic interface with consistently high performance, we opted for a combination of React, Redux, and TypeScript. This tech stack was perfect for enabling real-time data refreshment with a component-based architecture and implementing support for integrations with customers’ other systems.
The web platform consists of three key modules: call logs, reports, and dashboards. Its features span:
- Simple and intuitive sign-in
- Live, sales, service, and finance dashboards with real-time data widgets and charts
- Call detail record with incoming and outgoing call information and recordings
- Real-time notifications
- Search
The fast interface and convenient navigation made the platform an efficiency driver among its early adopters. They reported a 17% higher operational efficiency and a 13% decrease in costs thanks to the platform. Our client, in turn, saw a 12% monthly product sign-up growth and secured a customer churn rate below 10%.



Sign-in
Omnitelecom’s solution welcomes users with a sign-in screen like any other SaaS platform. We ensured the sign-in process was simple and intuitive, all while implementing robust data protections and validation rules to secure access to the platform.
As a result, the sign-in process is fast and straightforward. The task success rate for these user flows reached 94% during our user testing.

Dashboards
The platform’s dashboards display call data in real time. This data includes waiting and incoming calls, answered calls, abandoned calls, agent availability, and more. To meet the needs of different user categories, we implemented four types of dashboards: live, sales, service, and finance dashboards.
To ensure that users can grasp all data at a glance, we visualized key metrics in charts and graphs that are updated in real time. Our focus on smooth performance for real-time data updates resulted in a <50 ms latency for data refreshment under various loads.

Call logs
This section, dubbed Call Detail Record, organizes all incoming and outgoing calls in a comprehensive, easy-to-browse table. The table contains all the call information: caller ID, source, status, destination, dialed number, date/time, and duration. Users can also add calls to favorites, listen to the call’s recording for quality assurance, and share links to those recordings.
We streamlined navigation and browsing experiences to enable users to quickly find the call data they’re looking for. At the same time, the data is stored in the company’s database, mitigating security risks and protecting customer privacy.

Reports
The platform allows users to generate reports to facilitate working with available call analytics. We implemented 11 pre-built report templates, covering everything from agents and average hourly to traffic and status changes reports. The report contents can be customized to meet users’ needs.
We thoroughly tested the report generation features to ensure they remained intuitive and reliable. As a result of our improvements, report generation speed increased by 12%, and the task success rate for associated user flows reached 91%.

Real-time notifications
User research showed that the target audience across user categories expected the platform to support real-time alerts to keep them updated on the latest changes in call data. So, we implemented the notification window, available in the platform’s top bar, and minimized latency for the alerts.
As a result, users get alerted about updates or issues immediately. This enables business users to resolve problems promptly and react to changes as they happen.

Search
To facilitate data retrieval, we added a search bar to the Call Detail Record section. The search supports semantic queries and allows filtering results using parameters like date and time ranges.
The search proved helpful and convenient for the target audience. Early feedback cited its versatility and relevance to the results it produces. We also ensured the search was quick, minimizing the response time during our iterative interface improvements.

Tech stack
Impact
Our fast, intuitive interface for Omnitelecom’s call monitoring and management platform allowed the product to benefit from:
We’ll build a dynamic interface that supports low-latency real-time data refreshment and drives user satisfaction.


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