Case Study: Insurance Call Centre Achieves 100% Uptime with NexysCloud

Illustrative case study based on typical results for an insurance call centre of this size and pattern. Figures are indicative and will vary by business.

A Pretoria-based insurance call centre handling more than 2,000 inbound calls a day needed two things its old on-site system couldn’t deliver: complete uptime through load shedding and infrastructure outages, and the ability to scale agent capacity at short notice. After migrating to NexysCloud, the centre achieved zero outage downtime over a full quarter and lifted overall productivity.

The client

• Sector: Personal-lines insurance call centre
• Size: Roughly 80 agents, multi-skilled teams
• Existing setup: On-site contact-centre platform, multiple ISDN lines, UPS-backed equipment, a generator that mostly worked.
• Workload: ~2,000 inbound calls/day across sales, retentions and claims.

The challenge

Two problems were undermining a well-run operation. First, outages: load shedding, occasional fibre cuts and ageing copper line faults caused intermittent disruption that the on-site platform couldn’t fully shield against. Even a few minutes of dropped calls during peak hour was thousands of rand in pipeline lost — and SLA pressure from product owners was rising. Second, scaling: when a campaign or claims surge required 20 more agents, provisioning was slow, awkward and expensive.

The solution

NexysCloud migrated the centre to a fully cloud-hosted contact-centre stack:

• Cloud-hosted PBX and ACD — the platform never depends on the building’s power or a single line.
• Multiple SIP trunks across diverse routes for redundancy and call-quality.
• Agent softphones on laptops with mobile fallback — agents could keep working from home or another site if needed.
• Skills-based routing and queues matching callers to the right team automatically.
• Real-time wallboards so supervisors saw queue depth, wait times and abandonments live.
• POPIA-aligned call recording and dashboards for compliance and QA.

The results

Over the next three months:

• Effective uptime: 100% through several load shedding events and a regional fibre incident — no agents lost call capability for a meaningful period.
• Average handle time improved by an estimated 35% thanks to skills-based routing and better workforce visibility.
• New-campaign provisioning went from days to hours — adding agents became as simple as creating accounts and shipping headsets.
• Abandonment rate fell sharply as queue messaging and routing improved.
• Compliance posture strengthened — recording, access controls and retention aligned with POPIA from the outset.

Why it worked

For a contact centre, availability is the product. The cloud platform removed single points of failure: when fibre wobbled at the office, agents kept working over mobile; when load shedding hit, the platform itself stayed up because it lived in a data centre. Layered on top, smarter routing and live visibility let supervisors steer the team in real time — not after the fact.

Compliance note

Call recording, customer data handling and consent were configured in line with POPIA, with secure storage and retention policies. For the framework see What Is Call Recording?.

Frequently asked questions

Did agents need to retrain heavily?

No — the agent interface was familiar, with most differences happening in the background.

Was data residency a concern?

Customer and call data were stored with a POPIA-aligned hosting arrangement and clearly documented retention.

How did this affect cost?

The move replaced significant on-site infrastructure costs (PBX hardware, maintenance contracts, multiple ISDN lines) with a predictable per-seat subscription, with overall costs down materially.

See what cloud contact-centre could look like for your business

NexysCloud designs and runs cloud contact-centre deployments for South African businesses — built for outage resilience and rapid scaling.

Book a free consultation or call 010 110 7100.