360o Business Communication with oneCXi

By: Chaitanya Chokkareddy , Co-founder & Chief Technology Officer, Ozonetel?

From reimagining cloud telephony to revolutionizing customer experience, Ozonetel’s journey reflects our commitment to delivering customer-centric solutions. Today, we stand as a leader in the customer experience space, with our oneCXi platform orchestrating billions of personalized conversations for 3,500+ global brands.??

But how did we reach here??

The Genesis: Moving Telephony to the Cloud??

Our story began with a simple yet transformative question: "Why can't building telephony applications be as simple as building web applications?" As India's digital infrastructure grew, we saw an opportunity to help brands move their communications stack to the cloud.?

This vision led to the creation of KooKoo, our groundbreaking CPaaS (Communications Platform as a Service) platform. KooKoo abstracted telephony through APIs, making it as accessible as web development. Developers could now build and embed telephony applications into their products seamlessly, transforming how businesses communicated with customers.?

Building on this foundation, we launched CloudAgent – the world's first truly cloud-native contact center solution. Unlike competitors who merely wrapped traditional systems in cloud packaging, we built our solution from the ground up for the cloud era.?

Beyond Communication: The Journey to Customer Experience?

While the cloud communication stack brought operational efficiencies and cost savings, we saw contact centers as more than customer support hubs. We envisioned them as dynamic customer experience centers – crucial for winning, understanding, and delighting customers.?

This vision drove us to expand our capabilities:?

• Orchestrating behavior-based customer journeys?
• Managing multiple touchpoints seamlessly?
• Personalizing conversations across voice and digital channels?
• Analyzing customer interactions in real-time?

By unifying conversations, data, workflows, insights, and decisions into one AI-powered platform, we enabled businesses to deliver consistent, cohesive customer experiences.?

The Missing Link: Unified Communications?

Despite our success in customer communications, we recognized a crucial gap: workplace communications and collaboration - a market Gartner forecasts to reach $50+ billion globally by 2028.?

India presents a unique opportunity in this space. With 40 million SMEs and over 12,000 emerging enterprises, combined with the trend of hiring from tier-2 and tier-3 cities, the demand for flexible, scalable communication solutions is soaring. Much like India's leap from landlines to mobile phones, businesses are bypassing traditional office systems for digital, mobile-first solutions.?

While UCaaS is still in the early stages in the country, its potential is immense. As companies shift to hybrid and remote work models, the demand for integrated solutions that support both external and internal communications will grow, positioning UCaaS as a critical enabler for flexibility and productivity.?

Completing the Circle: The CloudConnect Acquisition?

Our recent acquisition of CloudConnect Communications marks a strategic milestone. As a DoT-licensed virtual network operator specializing in mobile-first digital UCaaS solutions, CloudConnect completes our vision of comprehensive business communication.??

This integration delivers multiple benefits:?

• Streamlined workplace communication through mobile-integrated extensions?
• Enhanced customer experience with improved call routing?
• Seamless blend of mobile convenience and system reliability?
• Comprehensive control over internal and external communications?

The Future: A 360-Degree Communication Ecosystem?

With UCaaS capabilities now part of our oneCXi platform, Ozonetel offers a truly unified suite of solutions – CCaaS, CPaaS, CX, and AI – all working in harmony. This creates a 360-degree communication ecosystem that serves both employee and customer needs.?

Our guiding questions remain unchanged: "What's next?", "Why can't this be done differently?", and "How will it help our customers?" As we continue to innovate and expand, these principles drive us toward our vision of unified, intelligent business communication.?

The journey of oneCXi has just begun, and we are excited about the possibilities ahead.?