Case Study: Swiggy achieves 95% call answering within 20 seconds with Ameyo

Swiggy improves call answering time by 95% with Ameyo

Swiggy, a leading online food ordering and delivery company in India, faced challenges with high call drops and a lack of CTI integration due to a non-centralized architecture. They needed a scalable contact center solution to improve operations. To address this, they partnered with Ameyo.

Ameyo implemented a hybrid solution for Swiggy with a centralized server and integrated it with their in-house CRM and Freshdesk. This provided features like single sign-on and click-to-call. The results were significant, with Ameyo helping Swiggy answer 95% of calls within 20 seconds and improve agent utilization by 80%, all while scaling from 250 to 400 agents across more than 15 locations.

Swiggy