Case Study: Flipkart achieves automated, integrated high-volume customer service with Ameyo

Flipkart - Customer Case Study

Flipkart, a leading Indian e‑commerce company, needed to automate high-volume inbound and outbound call handling, tightly integrate calling with its order management and CRM systems, and lift customer satisfaction. After evaluating options, Flipkart adopted Ameyo’s AMEYO contact‑center solution to replace manual dialing and legacy platforms like Avaya.

Ameyo automated all interactions, implemented intelligent outbound dialing via its Customer Manager API, and integrated seamlessly with Flipkart’s CRM, OMS and dispatch systems while enabling multichannel communication (SMS, web chat, email) and priority/skill‑based routing. The Ameyo deployment centralized multi‑site control, supported blended Salesforce integration, ran multiple campaigns reliably, delivered higher uptime versus competitors, reduced operational complexity and costs, and improved overall customer service efficiency.

Flipkart