Ozonetel is adding intelligence at every touchpoint across the customer lifecycle even as diverse customer preferences are leading to increasing hyper-personalization. In an exclusive conversation with CXO News and APAC News Network, Shalil Gupta, Managing Director, Ozonetel talks about Ozonetel’s transformation from a CCaaS provider to a CXi company.
What are the solutions and services currently in the Ozonetel portfolio that are available in India?
Ozonetel serves enterprises across global markets, including India, the US, the Middle East, and Southeast Asia.
We offer an award-winning unified Customer Experience Intelligence (CXi) platform to help businesses engage, convert, and retain customers at scale. The AI-engineered platform empowers organizations to orchestrate customer journeys across a multitude of touchpoints, power billions of personalized conversations, and gain a 360º view of customers across the lifecycle.
The unified platform offers a host of solutions, including contact center, communication APIs, customer engagement, digital experience, customer journey orchestration, voice of customer, conversational AI, and workforce engagement. We equip teams across marketing, sales, and customer service with the right solutions and intelligence to transform how they interact with customers.
Today, 3,500+ global brands trust CXi to capture the pulse of customers, drive cohesive experiences, and increase lifetime value. Ozonetel has received numerous industry awards and accolades for product innovation and driving CX transformation.
How would you assess the impact of Ozonetel’s Customer Experience Intelligence (CXi) platform?
Ozonetel has successfully delivered measurable outcomes for enterprises, covering use cases across the entire customer lifecycle in multiple industries, including Banks, Fintech, Insurance, NBFC, e-commerce, Retail, Healthcare, Education, and Real Estate among others.
The CXi platform has helped enterprises transform customer experience into metrics of conversion, retention, loyalty, and customer lifetime value. Some of the key business outcomes for our customers are:
280% increase in customer lifetime value 5X increase in customer engagement
3X increase in lead conversion 50% boost in sales
2.5X increase in average order value 60% increase in customer retention
5% decrease in product return rate 16% dormant customers reactivated
20X return on investment
Here are some testimonials from our customers:
Customer Industry Reference Link
Otipy Agritech https://www.youtube.com/watch?v=NfY5njXo-Gw
ETMoney Fintech https://www.youtube.com/watch?v=bpVP_PaJG8M
Redcliffe Labs Healthcare https://www.youtube.com/watch?v=1jck8wrN3Ys
MobiKwik Fintech https://www.youtube.com/watch?v=zBTr2Px20K8
What are the rationales behind Ozonetel’s gradual shift in focus from being a CCaaS provider to a CXi company?
Organizations have traditionally used CRM and other applications for storing relevant information — primarily as a system of record to make customer-facing teams efficient.
Over time, they evolved and started to use these applications as a system of engagement in a quest to make their teams more effective. Additionally, they invested in separate contact centers integrated with CRM and saw them as simple customer support hubs.
Today, consumer behavior has dramatically changed. There is a digital surge, with 66% of the world’s population now connected online and 16 billion hours spent globally on mobile applications. Today, every enterprise is going through a transformation, reimagining their customer playbooks with AI at the core of their strategy.
Ozonetel is expanding its foundations into areas where AI will play a larger role in the CX landscape – turning it into a system of intelligence.
With CXi, we are adding intelligence at every touchpoint across the customer lifecycle and helping businesses power personalized conversations to elevate the experience. We see it as an opportunity to turn every customer interaction into a powerful growth engine for an enterprise. It creates more shareholder value, generates higher revenue growth, and drives higher customer loyalty.
With so many solution providers cluttering the customer experience solutions domain, what are Ozonetel’s unique differentiators over other CX competitors?
The global CX market is projected to exceed USD 100 billion in the coming years. However, the current market is fragmented with multiple providers solving a piece of the larger CX puzzle – i.e., CCaaS, CPaaS, CRM, CDP, 3rd party AI platforms, etc. This results in sub-optimal engagement and disconnected experience for customers.
Ozonetel’sCXi is a unified platform where teams, technologies, and solutions are brought together for one CX answer. All conversations, data, workflows, insights, and decisions are AI-engineered – and in one place.
CXi brings an integrated, intelligent, and intuitive approach to address the overall experience across 4 key pillars – Voice of Customers, Voice of Employees, Voice of Processes, and the Voice of Business. This unified approach to CX has helped enterprises define the right KPIs, improve engagement and loyalty by 25-30%, increase wallet share by 10-20% with better cross-selling, and boost revenue growth by 10-15%.
Ozonetel is recognized as a leader in the CX space, distinguished by our cutting-edge technology platform, relentless innovation, and focus on driving business value for our customers. Top brands have successfully leveraged Ozonetel’s CXi platform and won prestigious industry awards.
What are the key pillars on which Ozonetel’s GTM strategy rests in India? What are some of the key initiatives under this strategy?
Ozonetel operates in several markets and has customers globally. We are increasing investments in sales & marketing and have dedicated go-to-market teams for specific markets. It includes direct sales, inside sales, regional partners, a business solutions group, and a global marketing team.
We serve businesses across industries and all segments – enterprise, mid-market, and SME.
Our vision is to lead CX innovation and change the way brands interact and engage with their customers, through certain key initiatives such as:
AI & Automation: Ozonetel continues to invest significantly in AI. These AI-engineered CX solutions are designed to provide deep insights, boost agent productivity, enable self-service, and enhance the overall experience of customers.
Configurable Solutions: Ozonetel’s solutions are easily configurable to specific needs across various industries. This flexibility allows us to cater to a diverse client base with tailored solutions and improve KPIs specific to those industries.
Talent & Technology Investments: Ozonetel is ramping up investments in both talent and technology to support global expansion and improve platform offerings. This includes scaling our global operations and adding new capabilities to our CXi platform.
What is the overall channel structure that Ozonetel currently follows in India? What are the dynamics of the strategic partnerships that Ozonetel has embarked on for its growth in India and other key strategic markets?
Ozonetel employs a multi-channel strategy to effectively reach different markets and segments, ensuring our solutions are accessible to a broad spectrum of organizations. We have strategically partnered with several key providers to drive growth in India and other global markets such as the US, Southeast Asia, and the Middle East.
Our direct sales team excels in understanding customer needs, delivering tailored CX solutions, and maintaining ongoing relationships. Additionally, we leverage partner networks and collaborate with various resellers, licensing partners, OEM partners, and professional services partners.
We have partnerships with companies in CRM and other areas to co-innovate and deliver integrated solutions. Resellers and licensing partners in the US and the Middle East have helped expand market reach with support for localized offerings.
By adopting this comprehensive approach, we are reaching businesses across various markets.
What are the upcoming key trends in the Customer Experience market and how are Ozonetel’s solutions geared up accordingly?
The CX market is rapidly evolving, driven by shifting customer expectations. Ozonetel is strategically positioned to cater to these changes, ensuring that our platform and solutions continue to deliver exceptional value. Some of these trends are:
Hyper-Personalization: Today, customers expect businesses to anticipate their needs and make offers that are personalized.
Our CXi platform leverages AI-engineered insights to deliver personalized interactions, ensuring that customers receive relevant and timely offers. By integrating advanced analytics, we empower businesses to predict and respond to customer needs proactively.
Real-Time Communication: Customers demand real-time responses to their queries from businesses, without having to wait in queues.
Our platform offers real-time communication capabilities across multiple channels, including voice and digital. This ensures that customers can reach out and receive responses quickly, leading to faster resolution & enhanced customer satisfaction.
Seamless Issue Resolution: Today, customers prefer to talk to one person who can resolve issues and switch brands after negative experiences.
Voice continues to be a prominent and relevant channel of choice for many customers. Our voice-based CX solutions streamline issue resolution, reduce customer churn, and increase loyalty.
Diverse Customer Preferences: Companies are now expected to cater to diverse customers, offering multilingual support across their preferred communication channels.
Ozonetel offers robust vernacular support and integrates various channels into a unified platform. This ensures that customers can interact in their preferred language and medium, while agents maintain conversational continuity across channels, leading to seamless and contextual interactions that enhance the overall experience.
Growth in GenAI Investments: The industry has seen a 3X growth in companies that have deployed GenAI-based CX solutions (Source – Gartner).
Ozonetel has been at the forefront of integrating GenAI capabilities into our CX solutions. The solutions are designed to scale with growing AI investments, ensuring that businesses can quickly adapt and capitalize on the latest advancements in AI.
As the CX landscape continues to evolve, we remain committed to innovation, ensuring that our clients are always a step ahead in delivering exceptional customer experiences.
What will be the key milestones in Ozonetel’s future roadmap focused on strategic investments and diversification?
Ozonetel is charting its course to achieve a $100 Mn revenue run rate in the next 3-4 years. Our strategic investments will be in these key areas:
Platform Enhancements: We are investing in people & technology to enhance our AI-engineered CXi platform and expand use cases to all touchpoints across the customer lifecycle.
Expand into Newer Markets: We are expanding our footprint in global markets with dedicated go-to-market teams and increased investments in sales and marketing.
Partnerships & Business Solutions Group: We are scaling our partner base across markets to drive collaborative growth with our network of partners. We have also established a strong business solutions group to deepen relationships with enterprise customers and implement CX best practices.
M&A Opportunities: We continue to explore inorganic opportunities and acquire companies with niche offerings that will augment the capabilities of the CXi platform and drive value to our customers.
Our focus is not just technology, it is innovation — finding creative ways of using technology to help organizations nurture long-term customer relationships by humanizing CX, at scale.
Rajneesh De, APAC News Network
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