Twilio
Case Studies
Justcall’s Remote Call Centre: A Game Changer in Digital Transformation
Overview
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Justcall’s Remote Call Centre: A Game Changer in Digital TransformationTwilio |
Infrastructure as a Service (IaaS) - Cloud Computing Platform as a Service (PaaS) - Application Development Platforms | |
Retail Telecommunications | |
Quality Assurance Sales & Marketing | |
Speech Recognition Track & Trace of Assets | |
Cloud Planning, Design & Implementation Services Testing & Certification | |
Operational Impact
JustCall's use of Twilio's solutions has set them apart from other players in the market. The deep integration of their platform improves a remote call center's workflow, enhances the sales teams' user experience, and can ultimately impact businesses' bottom line. They have built many call center features around Twilio’s solutions to enhance the end-user experience for their customers. Looking to the future, they are exploring how to improve their customers’ overall user experience by enhancing the quality of the voice call using Twilio Edge Locations and leveraging data from remote center interactions to provide real-time information to call center agents. This could create a new revenue stream and JustCall hopes to offer this by the end of this year. | |
Quantitative Benefit
JustCall has grown 1367% in just three years, ranking fifth on Deloitte Technology’s Fast 50 India list in 2019. | |
They serve more than 2000 customers in over 40 countries. | |
JustCall’s remote call center platform makes roughly 1.5 million calls a month. | |