News UC & Collaboration

Ozonetel deploys Avaya’s Zang CPaaS for Cloud Contact Center solution rollout in US

Ozonetel, a pioneer of cloud telephony solutions in India, has used the Avaya’s Zang Cloud Communications Platform as a Service (CPaaS) to quickly and cost-effectively roll out its innovative cloud contact center software in the United States.

Ozonetel’s KooKoo cloud platform is highly successful in India with more than 1,000 enterprise clients, two billion calls handled, and 50,000 live agents using it daily. While the company was looking to bring its cloud contact center solution into the U.S. market, Ozonetel didn’t have the time or resources to build a new telephony platform from scratch.

That’s when Ozonetel turned to Zang Cloud. Allowing 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.

Zang’s robust development platform not only offered U.S.-based carrier services for voice and SMS, its extensive APIs enabled Ozonetel to integrate those services into its application quickly and easily. By using an outsourced carrier communications platform for its KooKoo Cloud applications in the U.S., the company believes it can reduce its support and maintenance time by up to 70 percent.

Integrating the Zang communications services into the KooKoo Cloud solution was simple, involving only minor changes to the KooKoo APIs – a key consideration as Ozonetel plans to expand its presence in other markets across the globe. The company is also looking to build up its stack above the application layer, adding features such as natural-language processing (NLP), AI and speech technologies. It also plans deeper integration with other Zang offerings, using Zang Spaces, a cloud-based team collaboration and meeting app, to add further value for its customers.

Murthy Chintalapati, Founder and CEO, Ozonetel said, “We needed a way to quickly launch our contact center solution in the U.S. market while ensuring our newest customers would receive the same great service we’re known for in India. The only partner we could trust with our customers’ experience 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.”

Mo Nezerati, GM, Zang said, “We’re excited that Ozonetel was able to gain a competitive advantage by using Zang’s simple tools and APIs to speed its time to market, while still guaranteeing enterprise-grade quality and reliability for its new U.S. customers. We look forward to helping the company further expand its contact center offerings all over the world.”

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