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.
With Ozonetel, Brigade unified conversations across voice, chat, and ticketing across locations into a single, intelligent platform powering omnichannel routing, AI-driven quality management, automated workflows, and SLA transparency.
Solution
Solution
With Ozonetel, Brigade unified conversations across voice, chat, and ticketing across locations into a single, intelligent platform powering omnichannel routing, AI-driven quality management, automated workflows, and SLA transparency.
Results
Brigade scaled from 1K daily conversations to 100K monthly interactions, unlocking 3.5X more property inquiries. They achieved 95% responses within seconds, <2% abandonment, 70%+ first time resolution with centralized, AI-driven visibility.
Hear it from Brigade Group
About Brigade Group
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 Build a Centralized CX Engine That Keeps Pace with Rapid Growth
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.
From Legacy Silos to a Unified, Future-Ready CX Foundation
Brigade initially operated on traditional EPABX systems that lacked scalability and call recordings required for quality improvement. Customer data was maintained offline, limiting context during outreach. 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 enabled secure work-from-home operations from day one with zero downtime. What started as a telephony upgrade became a strong technology foundation aligned with the Brigade’s digital transformation journey.
Unlocking 3.5X More Opportunities Through Centralized CX
Before transformation, teams handled nearly 1,000 conversations daily across siloed systems. Today, centralized operations manage 100,000 conversations monthly with real-time monitoring and performance visibility. A tightly integrated CCaaS-CRM environment empowers agents with full customer context, enabling smarter conversations and instant, structured note capture. Automated outbound campaigns now address 70% of outreach volumes, improving productivity. Supervisors track SLAs, productivity, and live monitoring reports, ensuring every interaction contributes to measurable growth.
“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”
Sri Raja Rajeshwari S
Delivering Omnichannel Customer Engagement at Scale
Customer interactions were previously 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, ensuring agents engaged on WhatsApp were automatically unavailable for calls, optimizing workload distribution. For Brigade Plus, dedicated international contact channels expanded global reach while chatbots automated routine queries. 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.
- 3.5X More interest in properties
- 70% First-Time Resolution
- 95% Responses Delivered Within Seconds
- 100% AI-Driven Quality Coverage
- 360° Customer Visibility Across Journeys
