Meesho taps Juniper Networks’ SD-WAN solution to bolster operations

Juniper Networks, a provider of secure, AI-driven networks, has announced that Meesho, one of India’s only true e-commerce marketplace, has selected Juniper’s AI-driven SD-WAN solution powered by Session Smart™ Routing (SSR) and the Juniper Mist Cloud to drive the network connectivity of its partner call centers across multiple locations nationwide, ultimately leading to significantly improved uptime for Meesho’s voice over IP applications.

Why Meesho onboard Juniper’s solutions?

Meesho has gained popularity among digital consumers and retailers alike by making online selling and shopping hassle-free. As the fastest ever e-commerce business to acquire over 100 million users in India, it is critical for Meesho to ensure high service levels and customer satisfaction and to maintain timely responses to all incoming queries from its sellers and end-users in order to remain competitive within the country’s burgeoning e-commerce sector.

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.

As the only visionary in the 2022 Gartner® Magic Quadrant™ for SD-WAN, Juniper’s industry leading SD-WAN solution powered by 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.

How effective has Juniper’s SD-WAN been for Meesho?

With Juniper’s session-smart approach to SD-WAN, calls are routed to the next available connection without any disruption, balancing traffic over the MPLS and broadband internet links based on session policies to give 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. Despite an almost 30% increase in overall call volume compared to before, Meesho has witnessed a significant increase in its call retention rate without experiencing any issues.

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

Commenting on the partnership, Ismail Mohideen, Director of IT, Meesho, said, “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 customer relationships.”

“We believe we are closer to realizing our vision of democratizing internet commerce, all while achieving higher levels of customer satisfaction and business momentum.”

What does the partnership mean for Juniper?

Sajan Paul, Managing Director and Country Manager, India and SAARC at Juniper Networks

“Juniper Networks is pleased to play a key role in Meesho’s vision of making e-commerce accessible in India and establishing a marketplace for SMBs to succeed in the digital world,” said Sajan Paul, Managing Director & Country Manager, India & SAARC Juniper Networks.

“We are confident of providing high-powered and more reliable call center performance through a seamless and more secure network experience. Our Session Smart routing tech is helping Meesho to harness the power of a cloud delivered call center with superior quality voice capabilities and AI-driven insights. We look forward to our continued partnership, in support of Meesho accelerating the e-commerce industry in India and beyond,” Sajan said.