Ozonetel: Disrupting The Cloud Telephony Market Through AI

Q: What is cloud communication?

Cloud communications are Internet-based voice and data communications where telecommunications applications, switching and storage are hosted by a third-party outside of the organization using them, and they are accessed over the public Internet. It is a totally fresh approach to building, deploying and scaling enterprise communication systems. Cloud communications have the potential to reduce expenses and provide higher quality services.

📄Company Profiles

Chayanika Goswami

Jul 16, 2021 — 10 min read

Company Profile is an initiative by StartupTalky to publish verified information on different startups and organizations. The content in this post has been approved by Ozonetel.

The internet has showered us with myriad useful tools, cloud communication being one of them. Cloud telephony is all about internet-based voice and data communication where telecommunication applications, switching, and storage are hosted by a third party that falls outside the organization using these. Cloud telephony is among the latest tech that moves your business phone system to the cloud, allowing you to manage your business calls without compromising on quality and cost.

An emerging player in this domain is Ozonetel Communications—a cloud software solution that replaces your conventional business telephone setup with their VoIP services and widgets. Get an insight on Ozonetel Communications Success Story, Revenue Model, Growth, How it began?, Acquisition and Future Plans.

Transform Customer Experience with Ozonetel Communications

Ozonetel - Company Highlights

Startup Name	Ozonetel
Headquarters	Hyderabad
Founders	Murthy Chintipalati
Sector	Cloud Telephony
Founded	2007
Website	Ozonetel.com
Parent Organization	Ozonetel Communications Pvt. Ltd.

Ozonetel Communications - About

Ozonetel is a pioneer in providing on-demand cloud communication services in India. The full-stack customer experience software was built from the ground up to solve the practical problems that keep call centers worldwide from making the most of their communications platform. It is mainly known for developing and launching the first cloud-based customer experience platform in the Indian marketplace.

Ozonetel Communications - Solutions/Services

The solutions offered by Ozonetel are KooKoo CloudAgent and KooKoo Interactive Assistant.

KOOKOO CloudAgent

It is a call center software solution functioning as an inbound and outbound call center. CloudAgent shifts a company’s entire contact center and related setup into a single browser, making it easier for the workforce to monitor, track and make critical decisions. Equipped with business intelligence, the KOOKOO CloudAgent ensures that businesses provide a world-class experience to their customers. It provides a platform for them to engage with their customers through multiple channels such as voice, email, chat, SMS, and social media.

Ozonetel's inbound call center solution is bundled with the following features:

CRM Integration.
IVR flexibility: The KOOKOO speech API lets users speak to the IVR instead of punching numbers.
ACD software distributes calls, SMS, emails and social media messages based on customer needs and agent skill set.
Improves agent productivity time and cost per ticket.
Improves speed of resolution.
Exceed SLA's, boost CSAT.
Reduces call queues by live monitoring.

Ozonetel's outbound call center solution comes with interesting features:

Clients can choose from multiple power dialers as per their business needs. Ozonetel offers both progressive and predictive dialing modes. These dialers can double agent productivity.
Remote dialing.
Improves agent productivity.
Reduces unproductive work.
Burns through the call list.
Easy integration with third-party solutions.
Data to be dialed can be prioritized based on various parameters.
Supervisors can monitor the agents on a real-time basis.
Outbound IVR lets send personalized automated messages to a large database.
Number Masking to protect consumer privacy.

Ozonetel provides more than 70 reports that give a detailed picture of the call center operations. Currently, Ozonetel has ready-made implications for the major CRM solutions as well as social media integration with Facebook, Whatsapp and Shopify.

KOOKOO Interactive Assistant (KIA)

A first-of-its-kind widget enables customer service help desks to run voice calls and chat sessions in parallel. The KIA widget integrates with Zendesk, Salesforce, Zoho CRM, and all other CRM solutions to automatically capture lead details.

By integrating the Kookoo interactive assistant with its website, a company gets the following benefits:

Customers browsing the company's site can instantly contact agents through a click.
On-call agents can send critical details to the customer through the live chat window.
Visual IVR lets customers connect to agents in the right department.
It automatically captures customers' details in the CRM.

Ozonetel Communications - Teams

Murthy Chintipalati, Atul Sharma, Chaitanya Chokkareddy and Rajiv Bharathan are the people behind the technology of Ozonetel Communications.

Murthy Chintipalati is the Founder and CEO of Ozonetel. He started Ozonetel along with his co-founders by leveraging the core strengths of his team to solve the most pressing enterprise communication challenges. Even after a decade leading Ozonetel, he ensures being available in real-time to address his clients’ needs. He has been a serial entrepreneur for 25 years and is vested in starting his own initiatives in the software, hardware, semiconductor, systems spanning networking, security, telecom, embedded systems, and applications segments.

Atul Sharma is the Chief Technology Officer of Ozonetel. He is responsible for identifying the right technology for the platform, making it future-proof and highly scalable while keeping the overall cost affordable for the clients. He is also responsible for managing and driving the technology team for network, telecom, application, security, operations, delivery, pre-sales. He brings deep domain knowledge of self-service applications & Customer Interaction Management to bear on the solutions Ozonetel delivers.

Chaitanya Chokkareddy is the Chief Innovation Officer of Ozonetel. He works with the latest technological breakthroughs and sees what innovative products can be built on top of them. This includes grid computing, cloud computing, cloud telephony, WebRTC, No SQL databases, and now AI. He makes sure that the right technology can be used in the Ozonetel stack at the right time. He has more than 15 years of experience working with the latest tools and loves bringing the latest research to life and applying it to this industry.

Rajiv Bharathan is the Sr. VP of Sales at Ozonetel. He collaborates closely with clients to find the best solutions to their call center challenges. Since 1980, He has worked in sales across IT and Telecom with major companies like HCL, HP, Wipro, and Reliance Communications. He has been with Ozonetel since 2012. He is passionate about being in the thick of the action from landing new accounts to helping existing customers get more out of their platform.

Ozonetel Communications - Vision and Mission

Ozonetel Communications provides a cloud communication software suite as a service to their customers. The company envisions making business communication seamless, intelligent, cost-efficient and easily available. Its mission is to provide a scalable multi-channel communication platform on the cloud to enterprises & entrepreneurs on the OPEX/ transaction model, enabling them to provide value-added communication services to their customers.

Ozonetel Communications - How It Began?

Murthy Chintipalati, Atul Sharma, Chaitanya Chokkareddy had come back from the US and wanted to get their hands in entrepreneurship. They recognized that when businesses were in the initial stages of setup, they'd been extremely serious about the company website but would rarely focus on setting up the right business phone system. In fact, many businesses did not even have a proper business phone system. The trio realized that it was happening because setting up a business phone system wasn't as easy as ABC. They then decided to make the process of "setting up a business phone system" as convenient as "setting up a business website". With that in mind, Ozonetel Communications first launched the KOOKOO cloud telephony platform followed by CloudAgent, the world’s first cloud contact center solution.

Ozonetel Communications - Name and Logo

Ozonetel wanted to be a layer around telephony, thus come out as the amalgamation of Ozone (layer) and Tel (telephony). The name KOOKOO was conjured in a jiffy (the team wanted a name with lots of vowels, like Yahoo!).

Ozonetel Logo

Ozonetel Communications - Startup Launch

Murthy Chintipalati, Atul Sharma, Chaitanya Chokkareddy launched their product at the Unplugged Conference. Their marketing strategy at the time revolved around blogging and networking at startup events. Word-of-mouth feedback from satisfied customers played a major role.

Ozonetel Communications - Revenue Model

Ozonetel Communications is a SaaS company and has a "per agent/per month" revenue model.

Ozonetel Communications - Funding

Ozonetel has not raised any funding to date. It is a Bootstrapped Company. Bootstrapping means building a company from scratch with no outside funding. All the fundings are invested by the owner itself.

Ozonetel Communications - User Acquisition and Growth

Ozonetel's only hack has been customer happiness. Interestingly, the company does not spend anything on marketing. Most of its leads are generated through blogs and word-of-mouth publicity.

With over 1500+ enterprise clients across 20+ verticals, Ozonetel’s KOOKOO platform supports over 50,000 live agents and has handled over 3 billion calls.

Ozonetel Communications currently serves in India, the USA, UAE and South East Asia. Reputed brands like Food Panda, Practo, Big Basket, Uber, WeWork, Medlife, HUL, Healthcare at home, and Zomato are some of its top clientele.

Ozonetel Communications - Startup Challenges

The major challenge Ozonetel faced early on its journey was technical in nature. It couldn't guarantee on-call quality with the store-bought PRI cards; it overcomes this obstacle by designing custom PRI card hardware.

Ozonetel Communications - Competitors

Some of the Top Competitors of Ozonetel are:-

Knowlarity
ZipDial
Sytel
Sunoray
Ameyo
Capzest
BigV Telecom
Fonebell
Spark TG Info

Ozonetel considers US-based Twilio as a source of inspiration aside from the competition. The venture tries to stay ahead in its segment through innovation. Ozonetel launched the world’s first cloud contact center product and is now bolstering its existing solutions by incorporating AI.

Ozonetel Communications - Mergers and Acquisitions

Ozonetel acquired Yantrasoft, a speech recognition company, in 2014.

Ozonetel Communications - Future Plans

Ozonetel is looking forward to disrupting the contact center industry through AI-based techniques.

Ozonetel Communications - FAQs

What is Ozonetel?

Ozonetel is India's No. 1 contact solution provider. It is a cloud-based telephony service provider that enables businesses to communicate with their clients effectively and efficiently via all the channels, i.e. chat, email, social media, call, SMS, on one platform with no capital investment. The solutions offered by Ozonetel are KooKoo CloudAgent and KooKoo Interactive Assistant.

How does Ozonetel make money?

Ozonetel Communications is a SaaS company and has a "per agent/per month" revenue model.

What is cloud communication?

Cloud communications are Internet-based voice and data communications where telecommunications applications, switching and storage are hosted by a third-party outside of the organization using them, and they are accessed over the public Internet. It is a totally fresh approach to building, deploying and scaling enterprise communication systems. Cloud communications have the potential to reduce expenses and provide higher quality services.

How are customers finding value in Ozonetel's products?

Ozonetel helps contact centers go live in a day with a reliable platform that improves customer experience and agent productivity at a lower total cost.

How does Ozonetel see the road ahead in cloud telephony technologies?

Ozonetel is going to be about omnichannel and AI in the coming future. Customers can reach out to businesses on multiple channels like Whatsapp, email, chat, SMS, video, etc. and will expect a quick resolution.

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