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Friday, March 27, 2015

Importance of an IVR flow in a call center

One of the most overlooked factors in implementing a call center is the IVR flow. Though we have one of the most powerful cloud telephony platforms,KooKoo, which allows you to create any IVR flow, many of our Cloudagent customers choose to just welcome a caller and connect them to an agent.

An agent is the most costly resource in a call center and we should make judicious use of their time. A well designed IVR does just that.

Callers usually call for some information. If an IVR is intelligent enough to identify and give the information to the caller, the callers will be happy and your agents will be free to handle the more important calls.

We will look at some good design principles for IVR design

  1. Personalize the IVR. Greet the caller by name.
  2. Reduce the depth of the menus. More than 2 is not suggested or your callers can get lost in a menu maze.
  3. Provide enough queues. Play queue position and provide option to caller to get a callback.
  4. Play contextual information instead of the default hold music while waiting in the queue.
  5. Observe patterns of menu usage and move most used menus up.
  6. If more than 80% callers are calling for a particular information,make that the default. Play the details first and take them to the menu later.
  7. Always provide an option for easy navigation to the top and previous menus. 
  8. Provide options for the caller to quit at any time and receive a callback.
  9. Have good defaults for noinput and nomatch for DTMF inputs.
  10. Do AB testing of multiple flows
Check out different solutions on our site Ozonetel and design the proper IVR flow for your customers.

Wednesday, March 18, 2015

Tracking your Marketing ROI using Cloud Telephony

We at Ozonetel have come out with a new tool that can help you track your marketing ROI. The general customer flow goes something like this:

1. Customer searches on the web
2. Customer clicks on your ad.
3. Customer lands up on your site.
4. Customer browses the site.
5. Some customers call.
6. Some of them buy and some move on.

Now, the web tools like Google Analytics, Mixpanel, Kissmetrics etc allow you to track the flow from start to end and you can make optimizations on how make more people buy. The problem comes with step 5 above.
What happens with the customers who call?
Did they continue on the site after the call?
Did they leave after the call?
What was told in the call?

There can be lot of optimizations done to handle the customers who call and this is where we come in. We have a simple tool which will help you track this communication.

We enable this by sharing a simple javascript code which you put in your landing pages corresponding to different campaigns.

So when customers visit your site and call your call center we track that and update your analytics(Google,Mixpanel etc)

So now your callers can be tracked just like your web visitors as shown below.

Get Caller details and other info right in Google analyics. Get information about realtime callers to your call center etc.
This works best with our call center product Cloudagent.

If you want to try this out for your campaigns, just drop us a mail at or go to

Sunday, February 1, 2015

A proper call center flow

Website visitors are the first class citizens when it comes to customer service. UI/UX experts spend countless hours on optimizing the web design. Every pixel counts. A/B testing is done. The funnel is optimized to help the visitor find what he wants instantly.

Its not the same case when it comes to customers who call. They are played a welcome message and put in a queue :)

It need not be so. Both are customers who have the same green money. Both should have equal importance and that is understood by the best companies.

The other day my geyser malfunctioned and I called up the AO smith customer care. I was pleasently surprised by the experience. A call flow need not be complicated. It just needs to do the right thing.

1. Recognize the caller. The AO smith engineer greeted me by name and asked the problem. He verified my address and confirmed the ticket.

2. Give feedback. Immediately after the call, I received an SMS with ticket ID and phone number of the person going to attend the problem.

3. Follow up. I got regular calls from the engineer updating me where he was and when he will be reaching my house

4. Closure.  Once the problem was resolved I got information about the ticket closure and feedback SMS.

One extra thing which could have been done was to automatically identify if the caller had a ticket and give info about the ticket.

There really is no need to treat your callers as second class customers, especially when you can use the same web development tools to develop your call flows using platform like KooKoo and solutions like Cloudagent

Wednesday, December 17, 2014

Innovate or Perish

Most startups follow a set pattern. Get an idea, build product,find product market fit, sell.

The problem happens afterwards. Most startups, once they find their niche and start selling, they stop innovating.

You have to keep innovating to be relevant.

You have to innovate on optimizing your product.

You have to innovate on use cases.

You have to innovate on new features.

Invest in an R&D department in your startup. It will pay for itself very soon.

We built our own telephony hardware. We then built a telephony platform. Next we moved up the stack and built a cloud contact center. We are still innovating. We have now ventured into speech. Cos' we know, the moment we stop innovating, we stop becoming relevant.

Thursday, November 20, 2014

Ozonetel year in Review.Scaling from $1M ARR to $6M ARR

This chapter in Ozonetel's life is called scaling. Moving from the surviving phase to scaling phase is deeply satisfying. I do this blog post generally during October. But I held out as we had couple of big announcements to make and I wanted to include them in this post. So here are our major milestones of the year(in no particular order):

1. KooKoo powers Hindustan Unilever's mobile radio platform KKT. This was a huge win for us which proved the efficiency of the platform. It tested our scalability to the limits what with more than 50,000 hours of content getting consumed every single day on the platform. After that entry, we now power campaigns for a lot of brands like Wheel, Lifebuoy etc.

2. Ozonetel featured in the Deloitte fast 50 coming in at 18th. This was validation of our revenue growth. Last year we closed at $1M ARR. This year we will close between $5M-$6M ARR.

3. Zoho Partnership. Ozonetel is the only Indian company which has a phone bridge integration with Zoho CRM. We hope to see this partnership grow this year.

4. Yantrasoft Acquisition. To improve the platform capability, Ozonetel acquired speech tech company Yantrasoft. The speech technology is getting integrated into the KooKoo platform and the speech services will be fully enabled on the cloud. Watch this space for some really cool speech applications we are going to release soon.

5. Missed call world record. Ozonetel platform, KooKoo has powered the world record for "Maximum missed calls received in 120 hours". This was done by HUL for their Kan Khajura Tesan project.

6. Taking cloud contact center main stream. Slowly but surely contact centers on the cloud has gained acceptability because of Cloudagent. BPOs like Rural Shores, Suma Soft and enterprises like HDFC Life have opened up in adopting the cloud for their contact center solutions.

There have been a lot more achievements like crossing a billion calls handled on the platform. Our happiest moment was when a favorite customer of ours who had gone to competition for some reason, came back to us within a couple of months.

This year was hard on the personal front for a lot of our employees. Three employees lost their father. Many others dealt with other personal issues which always seemed to come at the wrong time. But as a team we survived. This was especially true, when for a couple of months in the middle, there was a point when all founders had some or the other personal issue and were not able to fully contribute. But the team got together and delivered on the promises made to customers. That was the time, I think we realized we had grown from being a startup.

Sorry for being a little emotional there. But now we have the next year to think about. Next year, we are gonna travel the world :)

Ozonetel Loves Zoho

At Ozonetel, we are constantly on the lookout to improve business communication on the cloud. So, it gives us great pleasure in announcing integration with one of the best CRMs in the world, Zoho. If you are a company who is using Zoho, then it now becomes all the more easier for you to use Cloudagent as your contact center software. The following is our press release

Ozonetel Announces Zoho CRM Integration with CloudAgent  

Combined solution allows businesses to provide enhanced customer management and reach customers anywhere in the world without the need for expensive equipment or set up costs 

San Francisco/ Bangalore, Wednesday, November 12 – 

Ozonetel today unveiled its latest integration with Zoho CRM, one of the leading CRM players in the market.  The integration provides businesses with a cost effective, enhanced customer management solution. Businesses are looking for plug & play solutions, which work seamlessly without installing any software or hardware. The Ozonetel platform integration with  and Zoho CRM are provides an immediate, market ready solutioning a solution in at a fraction of the cost of other providers one tenth of the cost with  immediate go-to-market. The joint solution also provides a unified view of distributed call centers across cities or countries with simple integration points and no little overhead, sresulting in  leading to increased productivity and cost savings. 

Cloudagent for Zoho CRM is set up with no IT spend or expensive equipment – and can be used with customer’s existing telephone systems. CloudAgent runs in any web browser and can be set up in minutes, operates out of a internet browser and gives a plug and play experience 

Ozonetel CloudAgent for Zoho CRM 

The cloud-based  telco-grade multichannel (voice, email, chat, sms) platform seamlessly integrates with Zoho CRM. This works best for customers looking for an integrated way of intelligently handling both incoming and outbound telephony calls. The combined offering gives call center agents the tools to view important customer information in real time as a call comes in. 

For sales agents making outbound calls, the integration allows them to click a phone number from within the CRM system and call directly without leaving the CRM providing both productivity gains and a simplified workflow to maintain accurate prospecting data. 

"We are seeing more and more demand from our customers for CRM integrated telephony solutions," said Ian Wenig, Vice President Business Development at Zoho. “CloudAgent for Zoho CRM offering makes our users more productive, increasing the value of their deployment. We are very pleased to partner with India's first cloud communications platform provider and look forward to working together with our joint customer base” 

“Communication is paramount for businesses across support, sales and engagement divisions. It is imperative to have seamless and non-intrusive access to communication tools for business productivity. The integration of our cloud communication suite, Cloudagent, into Zoho CRM is a step in that direction. Now businesses can perform all their communication activities from within the Zoho CRM in a non intrusive way”, said CSN Murthy, CEO and Founder Ozonetel. 

About Zoho 

Zoho is a comprehensive suite of online productivity, collaboration and business applications for businesses of all sizes. Over ten million users rely on Zoho apps. Zoho’s productivity and collaboration applications include Email Hosting, Document Management, Office Suite, Project Management and more alongside a host of business applications ranging from CRM and Campaign Management to Customer Support, Accounting and more. These applications are offered directly via or through hundreds of partners in the Zoho Alliance Partner Program. For more information about Zoho, please visit 
Zoho is a division of Zoho Corporation, a privately-held and profitable company. With U.S. headquarters in Pleasanton, CA and offices in Austin, Chennai, London, Tokyo and Beijing, Zoho Corp. serves the technology needs of millions of customers worldwide. For more information about Zoho Corp., please visit 

About Ozonetel 

Ozonetel was founded in 2007. It launched CloudAgent in 2011, a telco grade CaaS (Communications As A Service) platform in the cloud. The platform currently has over 500+ enterprises class across 20+ verticals supporting them in sales, marketing and customer support functions. Ozonetel also has over 4000 developers using its APIs on the platform.  The service from Ozonetel is available in India, North America and 65+ other countries. For more visit "" or call 1844 2908 698 (Toll Free in NA)

Saturday, November 1, 2014

What is a good sales target for a sales person in SaaS in India?

Unfortunately there is no fixed answer. Problem with SaaS is that there are too many moving variables. LTV,Churn,ARR,ARPU etc. So its really hard to come up with one fixed number. So based on our experience and our product the following is a number we have come up with to set targets for our sales organization.

0.8x(x is the sales person's salary)

So, a sales person should pull in 0.8x worth of MRR every month. Or 9.6x worth of annual contract values every month. This is the number from which they start getting incentives.

So for example a sales rep getting around 18 lakhs salary should pull in around Rs.1,20,000 MRR every month. If he pulls in 30,000 MRR(0.2X) he will be just covering his base salary. If he pulls in 75,000(0.5X) he will be covering the organization costs. And only if he pulls in anything above that will the company move towards profitability. And only when the company is profitable will the sales get an incentive.

Obviously there are a lot of assumptions made to arrive at this number. We are assuming the LTV to be around a year and churn is also very low. You can find a spreadsheet with some numbers here. You can modify the variables to fit for your organization.

Just open SaaS Sales Targets and play around with the values to see the numbers. You can also download it and modify it as you see fit.

Since we started a sales organization a couple of years ago we have been experimenting with different variables and this is a good rule of thumb to follow for setting sales targets. Please comment on what your experience has been. Is our model too tough on sales guys or too easy. Hopefully we can all come out with a comprehensive model for sales in SaaS in India.