Case Study: Brigade Group achieves 100K calls/month and 360° customer visibility with Ozonetel AI Solution

Brigade Group scales to 100K calls a month with Ozonetel

Brigade Group, a leading Indian real estate developer, faced challenges scaling its customer experience operations across multiple cities. Their pre-sales, sales, and support teams operated on fragmented systems, which limited visibility, hampered quality management, and prevented secure remote work. To build a centralized CX foundation that could keep pace with their rapid growth, they partnered with Ozonetel to implement its cloud contact center and AI-powered intelligence platform.

Ozonetel provided a unified CCaaS solution that centralized all customer conversations onto a single intelligent platform. This enabled omnichannel routing, AI-driven quality monitoring, and automated workflows integrated with their CRM. The results were significant: Brigade scaled from 1,000 daily to 100,000 monthly conversations, achieved a 70% first-time resolution rate, and saw a 3.5X increase in property inquiries. Ozonetel's solution also delivered a 95% response rate within seconds and 100% automated quality assurance coverage.

Brigade Group