OneCXi empowers businesses to deliver seamless, personalised customer experiences with Voice, including interactive IVR flows, VoiceBots, and fast paced customisable outbound dialers. With OneCXi, the AI-powered solution trusted by global leaders like Apple, Uber, and Toyota, you can meet your customers where they are—on their preferred channels. Whether it’s chat, social media, or emails, OneCXi makes every interaction effortless and personalized. With OneCXi, you’ll elevate customer satisfaction, boost loyalty, and set your business apart. Join the 1,000+ businesses worldwide transforming customer experience with OneCXi—because great conversations create great businesses.

https://onecxi.com/

Product Users ICP Table - End User of OneCXi

Company Wise ICP for OnCXi

Preferred ICP for OneCXi

Priortising Enterprise Customer Facing Company such as HDBFS over other ICPs

• • Why
  • • Enterprise Customers have in-house or outsources dedicated customer sales & support team for customer queries
    • Enterprise companies often have outsourced BPO or in-house set up ready for contact centre
    • Ideal # Agent Licenses play very important role
    • Ideal # Supervisor Licenses
    • Ideal # Customer Interaction which is again directed to revenue for OneCXi

Ozonetel I OneCXi

Unified Customer Experience Intelligent Platform

Industry: CCAAS (Contact Center as a Software)

Stage: Mature Scaling

Problems Catered:

1. Cloud Telephony solution without any hassle of getting into telecom
2. Businesses reply on only one channel to reach customer which - Multi channel contact centre helping businesses
3. Integration hassle with CRMs, in-house customer data platforms, inventory management softwares, etc.
4. Risk of cloud hosted software as not available in business control

Offerings:

A. Call Centre Solution

• Admin configurations
• • Campaigns setup
  • Push leads from any CRM through API
• Monitoring & Reporting
• • Fully customisable dashboards & wast range of custom and pre-built reporting
  • Pushing to own cloud or create your own report in power BI or tablau
  • Monitor, barge, whisper and help agents wherever they need help
• Agent toolbar
• • Seamless switching between modes
  • Performance dashboards for self tracking & visibility
  • Agent to agent calling
  • Agent to supervisor chatting
  • AI suggested dispositions and comments to faster ACW - after call work

B. Outbound Dialers

• Predictive dialer
• • Set a pacing for agent callings as per agent calling ratio
• Progressive
• • Fast pace calls to sales leads
• Preview
• • Show customer information before dialling calls so that agent can make better conversation
• Manual outbound
• • Manually dial customer numbers
• Click to click
• • Call from any CRM

C. AI Integrated Fetaures

• Suggest dispositions to reduce ACW
• Enhance agent replies
• Call transcript
• AI generated summary

D. API Support - Integrations

• Integrate with any CRM, Customer Data Platform
• 100+ APIs available to integrate & automate workflows externally

E. App to App Calling (First in India)

• Enable app to business or website to business calling through SDK

F. Omni-channel

• Use WhatsApp, SMS, Email or any channel
• Simultaneously handle multiple conversations at one time

G. Cloud, On-Premise Hosted

• As per requirement hosting

H. Inbound ACD Routing

• OneCXi enables intelligent incoming call routing based on:
• • Skill priority
  • Agent priority
  • Sticky agents
  • VIP customers

I. IVR & ICR

• Interactive Voice Response to seamlessly design call flows
• Interactive Chat Flows/Chatbots - for seamless digital conversations

Competitor Analysis

Market Share

OneCXi has been penetrating in India market since last 15 years & aggressively expanding in other markets.

Global TAM USD 5.1 billion based on Market Research Report

TAM USD ~ 1 billion in India Domestic

SAM = $ 5.1 bn x 75% = 3.825 bn

• OneCXi focuses on two core aspects on Contact Centre - Voice & Digital Channels
• With Voice being primary channel used in most of the contact centres OneCXi is ready for the market
• OneCXi is CCAAS platform & some market share of customers uses UCaaS or CPaaS to build their own CCaaS and hence eliminating those market share

SOM = 3.825 bn x 10% = 382.5 mn

• With the growing market, OneCXi is planning to acquire 10% of global CCaaS market share
• In India since last 15+ years, OneCXi has achieved 25%+ market share in CCaaS market

Designing Acquisition Channel

(keep in mind the stage of your company before choosing your channels for acquisition.)

​

Step 1 → Identify complementary products used by your ICP

• CRM - Salesforce, LSQ, ZOHO, HubSpot, Kissht
• Workforce Management - Calabrio ONE, ZenDesk
• HRMS - Keka, Salesforce
• Internal Communication Tools - Teams, Slack, Zoom, Google Meet
• Troubleshooting Tools - Anydesk, TeamViewer
• Ticketing Systems - FreshDesk

OneCXi works with most of CRM & Ticketing Systems available in market with one-click or marketplace apps.

Step 2 → Use the selection framework

Step 3 → Collaborate with necessary stakeholders

1. Yellow.ai

• About Yellow.ai
• • Yellow.ai serves as a AI extension for Voice and Messaging channels with messaging being primary channel available on platform
  • It provides AI features such as LLM for speech to text, virtual agents, VoiceBots
• Why for OneCXi
• • Integrating with Yellow.ai will open AI features for customers who want to explore AI capabilities
  • Customers can effectively choose LLMs for multiple languages as our customers have calls in all the Indian languages
• Why for Yellow.ai
• • Yellow.ai serves as extension for CCAAS players as they don't offer any voice calling platforms
  • Integrating with OneCXi will help them get more customers onboarded
  • As OneCXi platform handles millions of calls, Yellow.ai will get benefit of trainings LLMs fasters
  • This will allow them to build more LLMs for Indian native languages expanding market

2. Wati

• About Wati
• • Wati is fastest growing WhatsApp API provides and business messaging platform
  • It serves as WhatsApp first customers messaging platform and have top customers onboarded like JPMC, ITC
• Why for OneCXi
• • Integrating with Wati will help OneCXi customers' to use WhatsApp native platform along with voice channel
  • This will expand digital channel portfolio for OneCXi with lot of added features such as Shared Inbox, Ecommerce integrations
• Why for Wati
• • Wati serves as WhatsApp native platform, integrating with OneCXi will open voice channel for Wati
  • Businesses can use WhatsApp and Voice channel to reach their customers

3. Anydesk

• About Anydesk
• • AnyDesk is a remote desktop software that provides secure and seamless remote access, control, and collaboration features. It is known for its low-latency performance, high-speed connections, and cross-platform support, making it a preferred choice for businesses and customers to resolve the issues online
• Why for OneCXi
• • For Call Centres
  • • Supervisors can monitor remote agents through remote Anydesk
    • Suupervisors can take conrtols of agents screen in case of issues, or in case of Screen BargeIn
  • For Businesses' customer
  • • Agents can take control of customer's screen in case of issues to help them resolve
    • This use case could be impactful in case of Software installation, issues, training, etc. for SaaS, Hardware Companies, Computer Manufacturing companies, etc.
    • This will help business resolve customer issues quickly and efcectively without switching away from OneCXi
• Why for Anydesk
• • Anydesk will get access to customer support industry through OneCXi where call centres are already set up
  • This will get market peneration for Anydesk as businesses need quick access to connect to customers to resolve issues
  • With quick voice call functionality, Anydesk can help business resolve issues faster

4. Calabrio ONE

• About Calabrio
• • It is workforce management tool specially designed for Call Centres BPO
  • It helps BPO to manage and enagage agents to optimize performance
• Why for OneCXi
• • OneCXi currently doesn't offer workforce engagement tool in ecosystem, so customers who are looking for workforce engagement tool integrated with CCAAS are not willing to go ahead with OneCXi
  • Integrating with Calabrio will open new market
  • Additionally, OneCXi will get benefitted from Calabrio from customers who are planning for additional features which OneCXi has
• Why for Calabrio
• • Calabrio is not a standalone tool which can be used without any CCAAS
  • Integrating with OneCXi will open whole new market of 1000+ customers which OneCXi currently has

Prioritising Calabio ONE for integration

Why for Customers:

• A typical Contact Centre has around 100-10,000 agents who are taking calls, chats interacting with customers constantly
• Contact Centre Admin/Supervisors have to monitor entire Agents reporting, logins, attendance, payroll, forecasting of agents needed according to call trends, adherence monitoring
• Monitoring and deriving insights for big number of agents manually through excel sheets or some other HRMS tool will not suffice the need
• Admins are in constant look for optimising the workforce and improving ROI of the contact centre
• Even though OneCXi provides agent login, tracking details basic productivity metrics needed to manage day to day agent monitoring, Contact Centre Admins need more details
• • Features such as:
  • • Forecasting
    • Shifts Scheduling
    • Intra-day management
    • Extensive agent productivity reporting
• Above features/requirements are not met through OneCXi
• We have received multiple requests for Workforce Engagement within OneCXi or Integrations from customers; since OneCXi is core interaction platform we are not planning for such feature to be developed
• Additionally, Calabrio ONE is specially designed for Contact Centres so most use cases for admins in terms of Workforce Engagement will be addressed through integration

Step 4 → Map the customer journey

Calabrio ONE needs 3 things from OneCXi

1. Reports and Call Recordings or Chat Transcripts
2. Agent Real Time Agents
3. 1. State Events
   2. Pause Reasons
   3. Login & Log out events
4. Agent Screen Recording

Once the data is pushed into Calabrio ONE, it will start showing analytics based on historical pattern, use case of business and targets.

Here is the mapping:

Step 3 → Design the wireframe with the new integration

User Flow:

• Admin will use the Calabrio ONE Admin Portal to monitor, analyse, plan workforce.
• Agent will use OneCXi Agent Portal which he/she uses for making calls/chats intercations with customers.
• In addition to current interface, as we alreaddy have integration window available on Agent Portal for CRM for Customer Details, OneCXi will show Calabrio ONE integration here. Refer to the wireframe attached:

• Agent will be able to access the Calabrio ONE tool within the OneCXi Agent Toolbar only by switching to Calabrio ONE tab besides My CRM window - this is dedicated space created for integrations by OneCXi
• Agent will be able to access all the available features wthin the same window for Calabrio ONE
• • Shift Planning
  • Day Off Requests
  • Week Scheduling
  • Team Messages
  • Team Shifts
  • Ratings
  • Reports
• This integration can be used while handling OneCXi core features such as Calls and Chats interactions with customers which offers seamless experience for agents to use two profucts without even switching windows or navigations
• In addition to scheduling and related features, OneCXi will send Login, Log Out events, Pause reason & State events as mentioned earlier

Integration success can be measured through

• No of integrations between OneCXi & Calabrio ONE
• Events shared to Calabrio ONE from OneCXi Agent Portal
• Updates received in OneCXi Agent Toolbar from Calabrio ONE (Shift changes, approvals, messages any update from Calabrio ONE)

OneCXi Parter Program

"Expand into the growing CCaaS market with OneCXi Partner Program. Unlock new revenue streams and drive business growth by delivering cutting-edge customer engagement solutions."

Rolling out partner program

A. Purpose

• • Acquire new customers across multiple countries
  • Set up independent partner operations to acquire, onboard and support customers
  • OneCXi has most of its operations currently going in India and recently started to work in other parts of world
  • It is difficult to penetrate in other than India markets as business needs, agent persona and telecom regulations are different

B. Features

Partners will have access to:

• Exclusive Resources & tools
• • Get access to product documentation, product roadmap, growth strategy
  • Partner Training Academy to learn, get certified on OneCXi features
  • Access to exclusive APIs to build custom integrations
  • Beta launches and industry first features to explore

• Expert Technical & Product Guidance
• • Dedicated teams to guide partners on products, features
  • Tech support to help partners understand product possibilities

• Marketing & Sales Enablement
• • OneCXi Partners will get access to complete marketing collaterals, demos helping them to scale their business
  • Access to exclusive data sheets & Go-To-Marketing Strategies
  • Co-Marketing opportunities - Joint events, webinars
  • Leads sharing mechanism through centralised Partner Sales CRM

• Revenue & Margin
• • Partner will get the commission they deserve in aggressive markets
  • Recurring revenue sharing
  • Dedicated partner tool to access revenue, commission details
  • Milestone based bonuses & incentives
  • Partner awards & recognition programs

C. Partner Tiers

In addition to Partner Program, Partners can have sub partners (level 2 & 3) allowing them to expand into more markets.

Level 1 parters will be directly managed by OneCXi.

D. Operating Partner Program

• Onboarding Partners
• • Defining requirement criteria based on sales targets, country, region presence, goal alignment, previous experience
  • Validating partner capabilities and potential to help OneCXi expand into new markets
  • Agreement on process, sales targets, brand partnerships & legals

• Dedicated Partner Portal
• • Partner Portal to be set up to onboard new partners to help them access resources, marketing collaterals
  • Leads Sharing
  • Revenue sharing visibility

• Partner Success Team
• • Setting up partner success team to onboard new partners to help them
  • • Understand the product
    • Train with OneCXi Product Training Academy
    • Access and help them execute the initial demos
    • Allowing access to marketing & sales enablement processes

• Helping Partners acquire & onboard new customers
• • Lead sharing mechanism through common CRM by Partner Success Teams
  • Bridging partners with customer support teams and escalation metrics to help their customers

E. Defining success of Partner Programs

• Partner Revenue Contribution to annual sales target
• • The primary purpose of Partner Program is to expand and get more sales revenue from new markets
• New customers onboarded through partner channel
• • Helps in identifying partner program efficiency and increase reach in new markets
• Customer retention rate acquired through partners
• • Helps in understanding the quality of customers acquired by partners

D. Next Steps - Expanding Partner Program

• Partner Program can be further extended to use case based approach
• • Resellers - Directly sell OneCXi and manage the customer
  • • Above suggested Partner Plan will fit into this type
  • System Integrators - CRM, Ticketing Systems. ERP Softwares
  • • Partnering with CRM systems like Freshworks, ZOHO, ZenDesk and offering commission based on new customer onboarded through integration
  • Managed Service Providers - Offers custom solutions on top of OneCXi
  • • Custom Software Solution companies who are working on building custom softwares for custom use case and workflows
  • Consultant Partners - Consult and refer OneCXi to their customers
  • • Strategic consultants, Audit Consultants who are working closely with business to optimise their process and suggest OneCXi to be enabled for Contact Centre can earn commission.
    • This can be considered as a referral