Payfast
Industry
Payments Service Provider
Type
Privately Held
Headquarters
Rondebosch, South Africa
South African fintech leader Payfast by Network upgrades to Yeastar's Cloud PBX with DSL Telecom - gaining integrated ticketing, real-time insights, and SLA accountability.
As one of South Africa's top online payment platforms, Payfast supports tens of thousands of merchants with seamless, secure transactions. With a growing customer base and high support volumes, their team needed a communication system that could scale, integrate, and offer instant visibility.
The Challenges
Before partnering with DSL Telecom, Payfast's legacy phone system created a number of operational roadblocks:
1. No Ticketing Integration
Calls weren't linked to their helpdesk tool, forcing agents to manually create tickets, slowing response times, and causing data gaps.
2. No Call Categorisation
Seven support departments shared the same inbound flow, but with no way to track or classify call reasons, decision-making lacked data.
The Solution: Yeastar Cloud PBX Powered By DSL Telecom
Payfast worked with DSL Telecom to implement Yeastar's P-Series Cloud PBX, purpose-built for support teams that need visibility, efficiency, and flexibility.
Seamless Migration To The Cloud
DSL Telecom moved Payfast's infrastructure to Yeastar Cloud PBX, activating enterprise-grade call centre features and scalability.
Direct Integration With Zoho Desk
Incoming calls now automatically link to existing or new tickets in Zoho Desk, giving agents immediate context and reducing manual work.
Custom Call Disposition Tags
Using Yeastar's Linkus app, agents now tag calls with predefined reasons like ''Password Reset'' or ''Refund'', providing actionable data on support trends.
Advanced Reporting With Zoho Analytics
Call data is pulled from the PBX, transformed with custom queries, and visualised in real-time dashboards. Payfast now tracks:
- Call volumes by department
- SLA compliance metrics
- Agent productivity
- Call categories and frequency
Results And Benefits
- DSL Telecom delivers hands-on support with a clear, consistent point of contact.
Smart Ticket Handling
- Agents now manage calls with full customer context, directly linked to tickets.
- Every call is tracked, categorised, and visualised - unlocking actionable insights.
- SLA tracking and agent metrics drive efficiency and team focus.
Real-Time Team Oversight
- Managers can monitor call flow and team performance across departments, live.
Transform Your Support Operation With DSL Telecom + Yeastar
Since migrating to Yeastar's Cloud PBX, Payfast has gained the visibility, control, and agility needed to deliver world-class customer support. From ticketing integration to live dashboards, every element of their new system is built for scale.
Ready To Modernise Your Phone System?
Let DSL Telecom help you implement Yeastar Cloud PBX - complete with Zoho integrations, dashboards, and real-time monitoring.
Customer Testimonial
'' Working with DSL Telecom has been a great experience. Their team is professional, responsive, and consistently delivers quality results. We're happy with the service and look forward to continuing our relationship.'' ~ Ashley Parkes - Operations Manager at Payfast.