Case Study: Kanekt365 achieves 95–100% answer rates and 50% lower OPEX with Ozonetel

The food delivery call center provides personalized customer service across 20k calls daily with 80-90% agent utilization

Kanekt365, a BPO food-delivery call center handling about 20,000 calls daily with 80–90% agent utilization, needed a cost-effective enterprise contact center that could meet strict SLAs, guarantee zero downtime, and integrate with their custom CRM. They partnered with Ozonetel to provide a scalable CX platform — including a dedicated server, no-code drag-and-drop IVR and CRM integrations — to handle peak volumes and seasonal demand.

Ozonetel deployed a dedicated server, rapid DID provisioning, custom screen‑pops and one‑click dispositions, plus flexible billing to allow seamless scaling. The outcome: 95–100% answer rates with zero downtime, ~40% increase in agent productivity, 50% lower OPEX, dramatically faster wrap times (calls wrapped in ~10 seconds), and the ability to scale across time zones to meet seasonal spikes.

Kanekt365

Mateen Akhtar Mughal

Director of Operations