Challenges
Brigade Group needed to scale multi-city pre-sales and customer support while maintaining conversation quality, empowering remote teams, ensuring data security, and delivering consistent, 360-degree customer visibility.
Brigade leveraged Ozonetel’s CX platform to centralize multi-location operations, unifying voice, chat, and ticketing while gaining real-time visibility into conversation quality, agent productivity, and customer journeys.
Solution
Results
The real estate leader scaled from 1,000 daily calls to 100,000 monthly, achieved 95% service level with 3-second average answer speed and 98% answer rate, and automated 100% quality audits with real-time performance insights.
About the Company
Founded in 1986, Brigade Group is one of India’s leading real estate developers with a strong presence across Bengaluru, Chennai, Hyderabad, Ahmedabad, and Kerala. With diversified offerings spanning residential, commercial, retail, hospitality, and integrated services through Brigade Plus, the Group is driven by a vision to be world-class across products, processes, systems, and people. Brigade continues to expand into new markets while focusing on innovation, scale, and customer-centric growth.
Features: CCaaS (Inbound & Outbound) | Quality Monitoring | Speech Analytics| Voice of Customer
How to Scale CX Across Cities While Maintaining Service Excellence?
As Brigade Group expanded rapidly across cities and business lines, customer interactions grew exponentially, but operations were constrained by fragmented systems, manual monitoring, and limited scalability. Pre-sales, customer support, and Brigade Plus teams operated in silos, reducing visibility into performance and customer journeys. The challenge wasn’t just handling higher volumes; it was delivering consistent, high-quality experiences while enabling secure remote work and real-time operational control. Brigade needed a CX foundation that could scale seamlessly, unify channels, ensure compliance, and convert every customer conversation into measurable business value.
Scaling CX from Legacy Telephony to Enterprise Readiness
Brigade initially operated with traditional EPABX systems that couldn’t scale or provide recordings needed for quality improvement. When the pandemic hit, they rapidly deployed Ozonetel’s cloud solution—first for pre-sales, then expanding to centralize customer support across Bangalore, Chennai, and Hyderabad, becoming the first in Indian real estate to unify end-to-end CX operations on one platform. A hybrid deployment balanced data security with scalability, enabling work-from-anywhere operations, rapid user expansion, infrastructure-free growth, and real-time visibility into customer conversations.
Centralized Operations: From 1,000 Daily Calls to 100,000 Monthly
Before Ozonetel, Brigade’s teams handled nearly 1,000 calls a day across fragmented systems with limited visibility and control. Centralizing call handling, recordings, and supervision on Ozonetel transformed scale and oversight. Teams can now manage 100,000 calls a month with consistent quality and real-time monitoring. Speech analytics and omnichannel routing enable supervisors to optimize performance instantly across locations. Scalability became seamless, allowing new projects, cities, and channels to launch without infrastructure delays, while continuous platform innovation supports higher conversions, improved customer satisfaction, and sustained competitive advantage.
“As we scaled across cities, centralization and visibility became critical. With Ozonetel, we could monitor every conversation, improve quality continuously, and scale operations without worrying about infrastructure”
Rajeshwari, Head
Delivering Omnichannel Customer Engagement at Scale
Customer interactions were earlier spread across calls, WhatsApp, ticketing, and international channels, creating fragmented experiences and agent overload. Brigade unified these touchpoints on Ozonetel’s omnichannel platform with intelligent routing—agents engaged on WhatsApp were automatically unavailable for calls, optimizing workloads. For Brigade Plus, international toll-free numbers enabled global reach, while chatbots handled routine queries. When TRAI regulations tightened, Brigade quickly adopted compliant +1 outbound numbers. The result was higher agent efficiency, seamless productivity management, and unified customer experiences without increasing headcount or operational complexity.
AI-Powered Quality: From 3% Manual Audits to 100% Automated Insights
Earlier, Brigade manually audited just 3% of calls, resulting in 60–70% quality scores and limited coaching visibility. With Ozonetel’s AI-powered quality assurance, 100% of customer conversations are now automatically audited without additional resources. Advanced speech analytics surface real-time performance gaps and uncover root causes behind customer sentiment, objections, and escalations. While Voice of Customer insights highlight trends, escalations, and appreciation signals across interactions. Team leaders now act directly on daily reports, removing the need for a separate QA function. As a result, service levels improved from 85% in 3–4 minutes to 95% in 3 seconds; quality scores rose to 85–90%, and 98% of calls are consistently answered.
Benefits & Overall Impact
With Ozonetel, Brigade Group achieved enterprise-scale CX transformation with centralized operations, AI-led quality monitoring, faster response times, improved agent productivity, regulatory compliance, and consistently superior customer experiences across touchpoints.
- 5X increase in call handling volume
- 95% of calls answered within 3 seconds (ASA)
- 98% call answer rate across channels
- 100% quality monitoring with AI-assisted audits
