Case Study: iMarque Solutions achieves improved call connect rates and customer satisfaction with Exotel's remote contact center solution

iMarque Solutions improves call connect rates and remote operations with Exotel

iMarque Solutions, a BPO service provider, faced significant challenges in maintaining call center performance and agent productivity after shifting to remote work during the pandemic. Their VPN-based calling system resulted in poor call connect rates and a lack of operational insights. To address these manual overheads and remote monitoring issues, iMarque partnered with Exotel and implemented its Ameyo Remote Contact Center Solution, specifically the Agent Mobile App.

Exotel's solution provided a mobile app for agents and a comprehensive live monitoring dashboard called AIM for supervisors. This offered complete data visibility and stringent remote performance tracking. The results included an improved call connect rate and seamless remote operations, allowing iMarque to regain smooth functionality and boost customer satisfaction.

iMarque Solutions