Case Study: slice scales customer support and strengthens security with Exotel

slice scales inbound support to 250 agents and 4 lakh monthly calls with Exotel

slice, a one-stop payment app, faced challenges in scaling its customer support and ensuring secure engagements. Handling a high volume of emails and individual KYC calls was cumbersome, and the company was struggling with fraudsters misusing its brand. slice needed an integrated solution with a single dashboard to manage these growing needs and turned to Exotel for its contact center services.

Exotel implemented a solution featuring a multi-language IVR system, call verification, and a centralized dashboard. This allowed slice to scale its inbound support team from 4 to 250 agents, efficiently handling 400,000 calls monthly. The call verification feature significantly reduced fraud, and the controlled access dashboards enhanced internal security.

Slice