Skip to main content

US cloud contact center market on fire

Well, was planning on writing this blog for sometime and before I published, we have a new player, Amazon connect :)

We started designing our US product 8 months back and have been tracking the market closely for the right product fit. When we started we were following some of the established cloud players like Incontact, Five9,Interactive intelligence,8x8,Genesys Cloud,Mitel,Vocalcom etc

And there were the new ones like Talkdesk

Then there were CRM vendors integrationg third party API (Twilio mostly) to offer bundled services. Some examples were Zendesk,Freshdesk,Agile etc.

While in India we cater to medium to large enterprise, offering a full features multi channel contact center. But US with existing options for SME and enterprise, we wanted to cater to specific segment that is not served by contact center provider and rather use cloud PBX like ringcentral, grasshopper for the their business needs. 
We decided to go with SMBs which are a typical 2-10 people business. Build the product with a very intuitive UI to make it very easy for anyone to setup and use. With experience we know that while most of the contact center offered same set of features, but using and configuring them was very hard for an SMB users. With contact center terminology and standard configuration UI with configuration options and various set of drop drowns make people confused. And with typical DIY there is no realtime phone/chat support, leaving users stuck to fend for themselves.

We launched last month, with unique wizard based UI for easy setup, offering all that an SMB needs bundled together (voice + chat + contact management with interaction tracking and customer journey). We came up with a new pricing model, where user pays a basic price of $49.99 (equivalent minutes included). No limit on number of agents. Customer just pays for minimum and for additional number of minutes used, certainly he can cap his max spend for peace of mind. Its like Twillio of contact center for SMB, with a twist.

Its not even a month and the there are new players in cloud communication space and some of the large ones:

Avaya Launched (API services like Twliio). Unified communication on cloud
Cisco sparks : Unified communication on cloud. Cisco already bought Tropo for communication API
Latest one is Amazon launching Amazon connect
Freshcaller a contact center offering from Freshdesk

Twillio has become real enabler for third party to offer these service, Talkdesk, and now Freshcaller all seem to be built using Twillio API each offering a niche set of features to end users.

With all the big players getting on the cloud this domain is going to get hot.

Popular posts from this blog

Integrating Arborjs with Angular to create a live calls dashboard

Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to get s

First Post

In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3

KooKoo Contact Center integration with WhatsApp

WhatsApp announced the launch of their business API yesterday. This is a big deal. A lot of businesses have been asking for WhatsApp integration and now its a possibility. Twilio has already launched an integration . Won't be long before we see a lot more integrations pop up. The most obvious use case is for support chat bots, alerts and reminders. But we at Ozonetel believe one other use case will become the dominant use case, WhatsApp as a support channel with human agents. We believe WhatsApp will become a dominant channel in contact centers world wide. There are multiple reasons for this: WhatsApp is ubiquitous. Everyone has the app. WhatsApp interface is well known to all customers. It is feature rich. You can share audio, video, location etc in the app itself. You can integrate bots for repetitive tasks. Being the leaders in cloud contact center solutions, we at Ozonetel knew that we had to integrate with the WhatsApp channel as early as possible.