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CZ Enterprise Suite Helped Snapdeal To Scale Very Quickly From 10 To 200 Agent Seats

Sanpdeal_Ecommerce

  • Use Case

    Integrations to Multiple Communication Channels

  • Industry

    Ecommerce

  • Region

    India, APAC

Snapdeal

Challenges

  • Struggling with average call handling time
  • Needed a solution to scale easily
  • Need a robust multi-channel communication
  • Third party integration with CRM

Solutions

  • Skilled based routing
  • Automated IVR solution with text to speech engine
  • CZ Enterprise suite

Executive Summary

Snapdeal.com which was initially launched as a deals company got converted into a full-fledged online market place and retail website, headquartered in New Delhi, India. The Company was started by Kunal Bahl, a Wharton graduate and Rohit Bansal, an alumnus of IIT Delhi in February 2010. It has grown rapidly as the leading online market place for goods including electronics, fashion, apparels, lifestyle products, etc.

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