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Justcall’s Remote Call Centre: A Game Changer in Digital Transformation
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
The 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 The 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.
The 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.
Operational Impact
Quantitative Benefit
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