Twilio Case Studies Justcall’s Remote Call Centre: A Game Changer in Digital Transformation

	Justcall’s Remote Call Centre: A Game Changer in Digital Transformation Twilio

Justcall’s Remote Call Centre: A Game Changer in Digital Transformation

Twilio

Technology Category	Infrastructure as a Service (IaaS) - Cloud Computing Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Retail Telecommunications
Applicable Functions	Quality Assurance Sales & Marketing
Use Cases	Speech Recognition Track & Trace of Assets
Services	Cloud Planning, Design & Implementation Services Testing & Certification
Challenge	The global pandemic has accelerated the need for digital transformation, with companies being forced to support a remote workforce for health and safety reasons. This shift towards remote work has created a demand for efficient and effective remote call center solutions. JustCall, a rapidly growing organization based in India, aims to meet this demand by helping businesses set up remote call centers from anywhere in the world without the need for extra hardware. However, they faced challenges in tracking their salespeople's phone calls and expanding their services internationally. They also needed to offer a local number feature that is cost-efficient for businesses to project a local presence within each country they operate in. Read More
About Customer	JustCall is a fast-growing organization launched in 2016, based mainly in New Delhi, India, with operations in the Philippines, Bulgaria, and the United States. They offer cloud phone systems and workflow automation platforms to more than 2000 customers in over 40 countries. Their mission is to help businesses set up remote call centers from anywhere in the world without the need for extra hardware. They serve various types of businesses in the retail, education, cloud computing, and finance sectors. Their unique ability to offer one single phone number for one sales team solves many pain points for these businesses. Read More
Solution	JustCall chose Twilio’s Programmable Voice solution to track their salespeople’s phone calls and understand why they weren’t seeing an uptake in their sales. They soon realized they could apply the same concept on their own platform and offer it to their remote call center customers. This solution offers high-quality audio so calls and recordings are crystal clear, enabling managers of call centers to easily understand and remotely monitor agents’ activity and performance in real time. JustCall also expanded internationally by offering global phone numbers from Twilio. They built this capability into their platform, providing their customers the opportunity for their sales teams to localize their presence in almost any country. JustCall’s remote call center platform now makes roughly 1.5 million calls a month. They also integrated SMS bots, SMS campaigns, CSAT feedback, and IVR into their platform offering. Read More Log in to view content
Contents

Technology Category

Infrastructure as a Service (IaaS) - Cloud Computing

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Retail

Telecommunications

Applicable Functions

Quality Assurance

Sales & Marketing

Use Cases

Speech Recognition

Track & Trace of Assets

Services

Cloud Planning, Design & Implementation Services

Testing & Certification

Challenge

The global pandemic has accelerated the need for digital transformation, with companies being forced to support a remote workforce for health and safety reasons. This shift towards remote work has created a demand for efficient and effective remote call center solutions. JustCall, a rapidly growing organization based in India, aims to meet this demand by helping businesses set up remote call centers from anywhere in the world without the need for extra hardware. However, they faced challenges in tracking their salespeople's phone calls and expanding their services internationally. They also needed to offer a local number feature that is cost-efficient for businesses to project a local presence within each country they operate in.

About Customer

JustCall is a fast-growing organization launched in 2016, based mainly in New Delhi, India, with operations in the Philippines, Bulgaria, and the United States. They offer cloud phone systems and workflow automation platforms to more than 2000 customers in over 40 countries. Their mission is to help businesses set up remote call centers from anywhere in the world without the need for extra hardware. They serve various types of businesses in the retail, education, cloud computing, and finance sectors. Their unique ability to offer one single phone number for one sales team solves many pain points for these businesses.

Solution

JustCall chose Twilio’s Programmable Voice solution to track their salespeople’s phone calls and understand why they weren’t seeing an uptake in their sales. They soon realized they could apply the same concept on their own platform and offer it to their remote call center customers. This solution offers high-quality audio so calls and recordings are crystal clear, enabling managers of call centers to easily understand and remotely monitor agents’ activity and performance in real time. JustCall also expanded internationally by offering global phone numbers from Twilio. They built this capability into their platform, providing their customers the opportunity for their sales teams to localize their presence in almost any country. JustCall’s remote call center platform now makes roughly 1.5 million calls a month. They also integrated SMS bots, SMS campaigns, CSAT feedback, and IVR into their platform offering.

Impact #1	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.

Impact #1

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.

Benefit #1	JustCall has grown 1367% in just three years, ranking fifth on Deloitte Technology’s Fast 50 India list in 2019.
Benefit #2	They serve more than 2000 customers in over 40 countries.
Benefit #3	JustCall’s remote call center platform makes roughly 1.5 million calls a month.

Benefit #1

JustCall has grown 1367% in just three years, ranking fifth on Deloitte Technology’s Fast 50 India list in 2019.

Benefit #2

They serve more than 2000 customers in over 40 countries.

Benefit #3

JustCall’s remote call center platform makes roughly 1.5 million calls a month.

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Overview

Justcall’s Remote Call Centre: A Game Changer in Digital Transformation

Operational Impact

Quantitative Benefit