Challenges
Managing over 21 million customer calls amid rising order volumes became difficult. Zomato needed a scalable contact center to ensure faster routing, effective tracking, and complete data privacy for customers and partners. had crashed under these high, fluctuating call loads. The firm wanted a robust platform on which they could automate and streamline operations.
Ozonetel implemented a cloud-based contact center with intelligent routing, real-time monitoring, and virtual numbers—enabling faster agent response, improved visibility, and seamless partner communication with complete compliance.operations in a cost-effective virtual setup.
Solution
Results
Zomato achieved faster resolutions, reduced call abandonment, improved CSAT, and full visibility into customer interactions—strengthening service quality and supporting expansion across 10,000+ restaurants in India and the UAE.
About Zomato
Founded by Deepinder Goyal and Pankaj Chaddah in 2008, Zomato started as a website that provided restaurant content to help users make informed decisions before dining out. Zomato is now on an ambitious quest to move beyond food tech and become a farm-to-table company.
Since their inception in 2008, they have expanded significantly. Today, they have a team of more than 5,000 Zomans, representing 32 nationalities, and help millions of users every day decide where to eat, with 1.4 million listed restaurants and over 28 million food deliveries per month.
Feature: Click-to-Call | Automatic Call Distribution |Performance Monitoring
How to Track & Monetize 21 Mn Calls While Keeping Customer & Partner Privacy Intact?
As Zomato expanded across cities and countries, managing communication between customers and thousands of restaurants became increasingly complex. The company aimed to improve customer experience while maintaining complete privacy for partners and end users.
Zomato’s primary objectives included faster call routing, seamless scalability, and data-driven monitoring for quality assurance. However, its legacy setup lacked virtual numbers, offered limited tracking, and couldn’t efficiently handle unpredictable call spikes. To continue delivering real-time service excellence, Zomato needed a flexible and intelligent contact center partner capable of supporting high call volumes with precision and reliability.
Smart Routing for Faster Resolutions
Ozonetel’s intelligent routing engine ensured customers were connected to the right agent instantly, reducing waiting time and minimizing call drops. Agents accessed real-time customer and order details, enabling quick resolutions. This automation reduced average handling time, enhanced first-call resolution, and ensured consistent, high-quality customer experiences across peak hours. The solution empowered Zomato to handle unpredictable call surges seamlessly without compromising service standards.
Virtual Numbers for Privacy and Control
Ozonetel deployed virtual numbers that masked customer and restaurant identities, maintaining complete privacy. Each partner restaurant received a unique local number to track and manage calls efficiently. This helped Zomato monitor millions of interactions while capturing key insights for performance analysis. With instant access to recordings, the support team could audit, train, and refine call quality continuously—building accountability and improving customer confidence.
Real-Time Monitoring and Scalability
Supervisors gained real-time visibility into every call through Ozonetel’s dashboards, improving workforce productivity and quality assurance. The scalable cloud platform ensured uninterrupted communication as Zomato expanded operations to new regions, including the UAE. Virtual number deployment was completed within hours, enabling Zomato to continue operations seamlessly.
Reliable & Round-the-clock Support
With 24×7 support and a dedicated account manager, Zomato expanded confidently into new territories, connecting 10,000+ restaurants in India and scaling into the UAE. Ozonetel’s infrastructure ensured uninterrupted service, high uptime, and data-driven decision-making.
Benefits & Overall Impact
Zomato improved customer engagement, enhanced partner privacy, and scaled operations efficiently achieving faster response times, higher CSAT, and improved visibility across customer touchpoints
- 100% Privacy for customers & partners
- ]15% Faster Call Response
- 20% Lower Call Abandonment Rate
