Case Study: Zomato achieves rapid scaling — connects 10K+ restaurants and reduces call wait times with Ozonetel

Zomato trusts Ozonetel to connect with 10K+ restaurants in India and the UAE

Zomato, the global food‑tech platform, faced the challenge of tracking and monetizing some 21 million customer and partner calls while preserving privacy and scaling support across rapid growth. High call volumes, poor call monitoring and lack of virtual numbers for partner restaurants meant long wait times and missed opportunities, so Zomato engaged Ozonetel for virtual numbers, call recording and a cloud contact‑center solution with intelligent routing.

Ozonetel deployed virtual numbers within two hours and implemented intelligent routing, call recording and cloud agents to give fast access to caller data and archived calls. As a result Ozonetel helped Zomato connect 10K+ restaurants across India and the UAE, eliminate unanswered calls, cut average wait and abandonment rates, shorten agent wrap‑up times and improve CSAT — enabling reliable call tracking and support for expansion.

Zomato

Pankaj Chadha

Founder