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Juniper transforms Meesho CX

Juniper Networks has announced that it has transformed the customer service experience for Meesho, India’s only true e-commerce marketplace. Meesho has gained popularity among digital consumers and retailers by making online selling and shopping hassle-free and affordable. With the operation of their partner call centers being integral to the business, they required a high-performing SD-WAN solution that could provide greater agility and scalability to support its Voice over IP applications, especially during periods with high call volume.

Juniper’s SD-WAN solution powered by Session Smart Routing (SSR), is designed to improve user and application experiences, while enabling more seamless connectivity and security. Through a tunnel-free architecture, Juniper was able to optimize and secure the network performance of Meesho’s outsourced partners across India, who support seven different local languages.

With Juniper’s session-smart approach to SD-WAN, calls would seamlessly be routed to the next available connection without any disruption, balancing traffic over the MPLS and broadband internet links based on session policies and network status, to allow IP voice calls priority over other call center applications. The reliability and success of Juniper’s solutions were further validated when Meesho held their biggest yearly online sale, with call volume doubling that of a typical day during this period.

With Juniper’s experience-first approach to networking bringing significantly improved uptime, Meesho was able to transform its service experience to achieve higher levels of customer satisfaction.

“With Juniper’s AI-driven SD-WAN solutions, we have not only achieved an overall increase in call volume and retention rates, but we have also managed to build a service-centric network that allows us to unlock new levels of growth while strengthening our customer relationships. Through our partnership with Juniper, we believe we are one step closer to realizing our vision of democratizing internet commerce, all while achieving higher levels of customer satisfaction and business momentum,” said Ismail Mohideen, Director of IT, Meesho.

Juniper’s Session Smart routing technology is helping Meesho to harness the power of a cloud-delivered call center with superior quality voice capabilities and AI-driven insights. “Juniper Networks is pleased to play a key role in Meesho’s vision of making e-commerce accessible to all in India and establishing a marketplace for small businesses to succeed in the digital world,” said Sajan Paul, Managing Director & Country Manager, India & SAARC Juniper Networks.

Juniper’s industry-leading SD-WAN solution powered by Session Smart Routing (SSR) is designed to improve user and application experiences, while enabling more seamless connectivity and security. Through a tunnel-free architecture, Juniper was able to optimize and secure the network performance of Meesho’s outsourced partners across India, who support seven different local languages.

With Juniper’s session-smart approach to SD-WAN, calls would seamlessly be routed to the next available connection without any disruption, balancing traffic over the MPLS and broadband internet links based on session policies and network status, to allow IP voice calls priority over other call center applications. The reliability and success of Juniper’s solutions were further validated when Meesho held their biggest yearly online sale, with call volume doubling that of a typical day during this period.

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