Case Study: Swiggy achieves 95% of calls answered within 20 seconds and 80% improvement in agent utilization with Ameyo

How Ameyo is helping Swiggy in it’s growth story

Swiggy, India’s leading online food ordering and delivery company, faced rapid growth challenges: their earlier cloud telephony couldn’t scale to support more than 400 agents, lacked CTI integration (so customer numbers weren’t visible to agents), suffered high call drops, and had no centralized architecture. To address these needs they engaged Ameyo for a hybrid, centralized contact center/omnichannel CX solution that could integrate with their in‑house CRM and Freshdesk and support advanced features like CTI, customized IVR, click‑to‑call and single sign‑on.

Ameyo implemented a hybrid architecture with a central server in Bangalore and distributed call servers, integrated with Swiggy’s CRM and Freshdesk, enabled proactive calls, improved call routing and reduced silos in order processing. As a result Ameyo helped Swiggy answer 95% of calls within 20 seconds, improve agent utilization by 80%, scale operations (agents grew from ~250 to ~400 and expanded to 15+ locations), and significantly reduce call drops while speeding up complaint resolution and improving customer experience.

Swiggy

Arun Cyril

AVP - Contact Center Operations