Ozonetel

1-99 Employees
Customer Experience & Contact Center​

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Cloud

The only partner we could trust with our customer experience in the US was Zang… because of our previous experience working with Avaya. Not only is Avaya the market leader, it delivers the enterprise-grade quality that other cPaaS solutions can’t.

— Murthy Chintalapati, Founder and CEO, Ozonetel

OZONETEL FINDS SOLUTION FOR RAPID GLOBAL EXPANSION

Zang Cloud CPaaS enables fast time-to-market, creating competitive advantage

Ozonetel was a pioneer in cloud contact center solutions in India with its KooKoo CloudAgent and KooKoo Cloud Platform. Today, the company has more than 1,000 enterprise clients in the country, two billion calls handled, and 50,000 live agents on its platform daily. Having established its position in the Indian market, the next step for Ozonetel was to bring its cloud contact center software to the United States.

“When we started Ozonetel in India, we built both the cloud contact center software and our own voice and SMS telephony platform for the service from the ground up,” explains Ozonetel CIO Chaitanya Chokkareddy. “As we looked at expanding into the US market, we realized that setting up a telephony platform for the United States, with all of its different regions and the logistics, would be extremely time consuming and delay the launch of our service.”

That’s when Ozonetel found Zang, an Avaya company.

“Our goal in coming to the US market was to quickly launch our contact center solution and we didn’t want to create a US based telephony platform. We started looking for alternatives and when we learned about Zang Cloud, we knew it was a perfect fit,” says Chokkareddy. “Zang not only had the US-based carrier services for voice and SMS that we needed but also really extensive APIs that allowed us to integrate them into our application quickly and easily.”

The company utilized Zang Cloud, communications platform as a service (cPaas) offering that allows businesses to communication-enable any application, workflow or business process. The Zang solution enabled Ozonetel to go to market quickly with a high-quality, reliable solution.

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Customer Experience is Key

Paramount to Ozonetel is the customer experience it provides.

“Customers depend so heavily on contact centers for their communication, we know that quality is the most important factor,” says Murthy Chintalapati, Ozonetel founder and CEO. “The only partner we could trust with our customer experience in the US was Zang, and in part that was because of our previous experience working with Avaya. Not only is Avaya the market leader, it delivers the enterprise-grade quality that other CPaaS solutions can’t.”

Porting the KooKoo Cloud solutions to the Zang platform was simple for Ozonetel, involving only minor changes to the KooKoo APIs.

“We didn’t even have to speak to anyone at Zang, we just adapted the APIs and it worked. That’s it,” says Chokkareddy.

The Competitive Edge

Zang Cloud gave Ozonetel a competitive advantage in its United States roll out by speeding time to market, and now the company is poised to capitalize on that worldwide.

“Not only were we able to quickly roll out our solution to the US market, we can do that anywhere that Zang has a presence, which is worldwide,” says Chokkareddy. “That’s a huge advantage for us.”

Using an outsourced carrier communications platform for its KooKoo Cloud applications in the US reduces support and maintenance time for Ozonetel by up to 70 percent. This allows the company to shift its resources to focus on its most important priorities.

“We have so many ideas for building up the stack above the application layer, like adding NLP, AI and speech technologies,” says Chokkareddy. “With Zang Cloud, we don’t have to worry about the lower-level technical details, which has opened up our team to concentrate on other things, areas where we can attack competitively.”

With Zang Cloud, we don’t have to worry about the lower-level technical details, which has opened up our team to concentrate on other things, areas where we can attack competitively.”

— Chaitanya Chokkareddy, CIO, Ozonetel

 

Diving Deeper

In addition to expanding its presence in markets across the globe, Ozonetel will be focused on deeper integration with the Zang platform.

“We are really excited to integrate with Zang Spaces and other upcoming features on the platform,” says Chokkareddy. “This will add a lot of value for our customers, we can provide a single, one-stop solution.”

In the end, Chokkareddy feels that Zang allows Ozonetel to compete more effectively and that it will seamlessly support the company’s expansion into new markets.

About Ozonetel

Ozonetel, a CaaS (Communication as a Service) platform on the cloud, provides the right platform to setup and run a browser-based distributed contact center operation. Ozonetel allows its customers to use their multichannel modes of communication - be it voice, email, social media, SMS and chat - all on one platform with no capital investment. Ozonetel is available across 65-plus countries. For countries where VOIP to PSTN/GSM network has regulatory challenges, Ozonetel has its IP of CLOUDPSTN making the platform accessible across the globe. Being on the cloud, Ozonetel solution can be used on a plug & play basis at a fraction of the price as compared to legacy on-site box providers.

CUSTOMER PROFILE
  • Headquarters:

  • India

Ozonetel, a CaaS (Communication as a Service) platform on the cloud, provides the right platform to setup and run a browser-based distributed contact center operation. Ozonetel allows its customers to use their multichannel modes of communication - be it voice, email, social media, SMS and chat - all on one platform with no capital investment. Ozonetel is available across 65-plus countries. For countries where VOIP to PSTN/GSM network has regulatory challenges, Ozonetel has its IP of CLOUDPSTN making the platform accessible across the globe. Being on the cloud, Ozonetel solution can be used on a plug & play basis at a fraction of the price as compared to legacy on-site box providers.

What our Customers are saying
“The only partner we could trust with our customer experience in the US was Zang… because of our previous experience working with Avaya. Not only is Avaya the market leader, it delivers the enterprise-grade quality that other cPaaS solutions can’t.”

Read more testimonials >
  • Murthy Chintalapati

  • Ozonetel

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