Electronics retail major enhances customer service with cloud-based communication solutions

Mar 2021 | CASE STUDY

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The Requirement

The customer was keen on a cloud –based solutions setup that would help cap their infrastructure costs.

Given that a sizeable proportion of their staff was working from home, the company wanted a relevant solution that should also cater to the pan-India distribution network involving customer service agents.

Stipulated clear access to all analytics and data through an integrated web portal was another key imperative.

Overall, the company was seeking a cloud-based communication solution that would help enhance the quality and speed of customer service.


  • Cost-effective solution with cutting-edge technology
  • Enhanced customer satisfaction via proactive customer service, based on granular analysis of call recordings.
  • Increased staff productivity through continuous evaluation of agents’ interactions with customers and resulting course corrections.


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