Monetization project | Ozonetel | oneCXi

OneCXi ICP

OneCXi Features

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 conversation

If your product is already monetizing

Skip the litmus test and create at least 3 experiments for free to paid conversion and cross-selling and up-selling

Double down on free to paid conversion

• Currently we are not offering ant FREE accounts as they are Legal, Setup, Agreement details involved.
• • Initiating voice calls requires business numbers which needs proper legal documentations, proper set up
  • Demo accounts are controlled by sales teams from set up to allow customers to try

Increase your average order value by cross-selling and up-selling

Here is how OneCXi can up-sell existing customers:

1. Voice Add-on - App to App Calling

• ICP: Enterprise B2C Consumer App
• Reason for up-sell: With current SIP & Phone Voice Calling, add App-to-App Voice Calling to increase call connection ratio per customer
• How to charge
• • For SDK to integrate into the Customer App
  • Per call initiated through the App-to-App feature

2. Voicebot to handle customer queries

• ICP: B2C/D2C with heavy inbound support calls
• Reason for up-sell: Current inbound process requires agent intervatention, with Voicebot most of the common customer queries can be resolved and need agent for critical issues only
• How to charge
• • Custom Voicebot Flow
  • Calls handled by Voicebot

3. AI Quality Audit Tool

• ICP: All
• Reason for up-sell: With a huge number of calls, call centres are always in need of improving processes, agent performance, accuracy, and metrics. With Audit Tool, they can get insights with AI on how agent is handling calls
• How to charge
• • # Agents Audited
  • # Calls audited

What are your customers paying for?

1. 1. CTI - Cloud Telephony Integration
   2. Seamless data transfers with CRMs
   3. Cloud Hosted - easy to access anywhere without any physical setup
   4. Separate agent, admin, sub admin logins
   5. Visibility on calls through recording, insights, reports
   6. Calls charges
   7. DID, Toll-Free Number Charges
   8. Telecom Carrier Charges
   9. AI Features
   10. Custom Reports, Dashboards
   11. Custom Voicebots
   12. Custom IVR Flows

How does your product stand out?

1. 1. OneCXi serves as an Ecosystem of CCAAS plus related tools which gives everything in one place with one login to access multiple tools
   2. Even though OneCXi has lot of features, it is easy to use, and navigate - Easy UIUX
   3. Extensive reporting & monitoring through pre-built, custom reporting, dashboard
   4. Extensive Outbound Dialing rules
   5. Automatic Call Distribution for Inbound calling with custom rules
   6. Inbuilt AI features to help agents, admins get more in less time through Insights, Agent Assist
   7. Integrated Telecom licensing with multiple operators through Virtual Number Operator License
   8. Pay-as-you-go pricing for calls
   9. One-click integration for Agent Toolbar within any CRM
   10. Custom Agent Toolbar SDK for customisation
   11. App to App Calling
   12. Email, Social Media, WhatsApp, SMS omnichannel capabilities

How do you position your product?

1. 1. Easy to start CCAAS with unlimited agents with minimum set-up required and extensive customisations at any stage of the process
   2. Unified and Integrated CCAAS with Voice, Digital, Audit, Voice of Customer and AI features
   3. Reduce human efforts in assisting customers through Voicebots, Chatbots, Real-time agent assist
   4. API to automate every workflow

Competitor Analysis

• OneCXi charges customers before getting onboarded
• There are no free plans available as there involves legal, set-up, configurations etc.
• The demo accounts are customers are also controlled by sales teams including set up and configurations

Step 1: Identifying which aspect determines value for your product

Money Saved

• Cloud Telephony Integration allows businesses to not buy phones separately for agents but with computers, they can manage calls

Time Saved

• Agents with Traditional Phones can handle 1 call at a time but Cloud Telephony Integration allows businesses to connect with multiple customers at the same time without any waiting time through Voicebots, Chatbots
• Automatic dialers call multiple customers without a click from an agent reducing significant agent time

Increased Efficiency

• Features such as Real Time AI Agent Assist, Auto Dispose, and Voice of Customer help businesses increase operational efficiency with information at 1 click reducing manual efforts and time

Step 2: Competitor Benchmarking

How does OneCXi stand out?

1. 1. OneCXi serves as an Ecosystem of CCAAS plus related tools which gives everything in one place with one login to access multiple tools
   2. Even though OneCXi has lot of features, it is easy to use, and navigate - Easy UIUX
   3. Extensive reporting & monitoring through pre-built, custom reporting, dashboard
   4. Extensive Outbound Dialing rules
   5. Automatic Call Distribution for Inbound calling with custom rules
   6. Inbuilt AI features to help agents, admins get more in less time through Insights, Agent Assist
   7. Integrated Telecom licensing with multiple operators through Virtual Number Operator License
   8. Pay-as-you-go pricing for calls
   9. One-click integration for Agent Toolbar within any CRM
   10. Custom Agent Toolbar SDK for customisation
   11. App to App Calling
   12. Email, Social Media, WhatsApp, SMS omnichannel capabilities

Step 3: Quantify your results ensuring they align with your price

• A typical call centre with OneCXi
• • Agents = 10
  • Daily actual work hours of an agent = 5 hours X 60 min = 300 min per agent
  • Total customer interaction time for business = 300 min X 10 Agents = 3000 min
  • Average per call duration = 3 min
  • Total number of calls handled by business in a day by 10 agents = 3000 min / 3 min = 1000 calls a day
  • Call centre works for 25 days in a month with 1 day per week off = 1000 calls X 25 = 25000 calls in a month
  • Agent salary = 15,000 monthly
  • Agent salary expenses = 15000 X 10 = INR 1,50,000 per month

Per call expenses = 1,50,000 / 25,000 = INR 6

• Call Center without using OneCXi
• • Keeping agents, daily work hours, salary the same
  • Average call duration will increase since OneCXi offers automated calling, no efforts are needed to search the number & customer details, previous history dialling it, answer the call, wiring down manual notes in excel sheet or paper, network error issues
  • • Average Call Duration without OneCXi = 10 min
  • Total calls handled by business in a month without OneCXi = 3000 min / 10 min = 300 calls a day X 25 days working = 7500 calls in a month

Per call expenses = 1,50,000 (10 agents salary per month) / 7500 = INR 20

• The percentage difference in per call cost with and without OneCXi for the same scenario = INR 20 - INR 6 = INR 14/20 X 100 = 70%

OneCXi saves 70% on the of for call centres.

• Access
• • # Agents Licenses for a period (monthly/yearly) - this gives access to customers to make calls which is the CVP of CXi
  • • Unless agents are added customers can't initiate calls so it is validated
  • # Sub Admins who manage the configuration part
  • Server costs for Telco, WebRTC, Storage
  • Integration with CRM

• Output
• • # Calls - this is CVP of OneCXi - Cloud Telephony Integration
  • # Digital Interactions - WhatsApp, SMS, Social Media, Email

• Time
• • Duration of Calls

ICP Segmentation shows that the pricing will vary if OneCXi charges for the above points.

• Fixed Monthly Charges
• • # Agents Licenses
  • # Sub Admins (Supervisors) Licenses
  • Server costs for Telco, WebRTC, Storage
  • Integration with CRM

• Variable Costs
• • # Calls - this is CVP of OneCXi - Cloud Telephony Integration
  • # Digital Interactions - WhatsApp, SMS, Social Media, Email
  • Duration of Calls

How to charge detailed analysis

• A typical call centre with OneCXi
• • Agents = 10
  • Daily actual work hours of an agent = 5 hours X 60 min = 300 min per agent
  • Total customer interaction time for business = 300 min X 10 Agents = 3000 min
  • Average per call duration = 3 min
  • Total number of calls handled by business in a day by 10 agents = 3000 min / 3 min = 1000 calls a day
  • Call centre works for 25 days in a month with 1 day per week off = 1000 calls X 25 = 25000 calls in a month
  • Agent salary = 15,000 monthly
  • Agent salary expenses = 15000 X 10 = INR 1,50,000 per month
  • Supervisor salary = 50,000 with streamlined operational efficiency through automated reports, one-click configuration, seamless data management through integrations, dashboards, reports
  • Supervisor efficiency = 150%

Per call expenses = 1,50,000 / 25,000 = INR 6

• Call Center without using OneCXi
• • Keeping agents, daily work hours, salary the same
  • Average call duration will increase since OneCXi offers automated calling, no efforts are needed to search the number & customer details, previous history dialling it, answer the call, wiring down manual notes in excel sheet or paper, network error issues
  • • Average Call Duration without OneCXi = 10 min
  • Total calls handled by business in a month without OneCXi = 3000 min / 10 min = 300 calls a day X 25 days working = 7500 calls in a month

Per call expenses = 1,50,000 (10 agents salary per month) / 7500 = INR 20

• The percentage difference in per call cost with and without OneCXi for the same scenario = INR 20 - INR 6 = INR 14/20 X 100 = 70%
• Supervisor salary = 50,000 without scattered operational efficiency through manual excel reports, tedious management, manual data management, no dashboards, no visibility
• Supervisor efficiency = 50%

OneCXi saves 70% on the of for call centres.

Per agent savings = 15,000 X 70% = 10,500 INR per month

Agent pricing = Charging 1/10th of perceived value = 10,500 / 10 = INR 1050 per month per agent

Supervisor pricing = 50,000 (Efficiency 150%-50%) = 50,000 = Charging 1/10th of perceived value = 50,000/10 =INR 5,000 per month per supervisor

A. Pricing Page Design

B. Reasoning & Validations

• Starter Plan is for everyone who wants to start their own contact centre or someone who is looking to try for any type of business
• • This offers no friction in choosing the plan since all essential features are included which clearly describes the Core Value Proposition of OneCXi
  • Starter Plan enabled System 1 for businesses to try without looking into in-depth features.
• ICP such as growing startups and well-established contact centres have all required features in the Essential Plan with the option to add Add-ons as per requirements.
• • This in general provides the best option for all users since it provides the true value for serious businesses since it offers Integration capabilities, API support, Priority Support, All Outbound Dialers with Restriction rules
  • Essential Plan enables Three pricing strategies & Decoy Effect with the Middle option being the most affordable.
• For the same ICP who would like to level up with other products in OneCXi Suite will opt for Elevate plan since it covers all OneCXi products bundle at an affordable price.
• • Elevate Plan enables the add-onsSurrounding/Bundling effect with all OneCXi ecosystem products available without being required to buy separate add ons.
• Enterprise would go for SSO Login, Privet Cloud Storage, In-house deployment, and being custom outbound rules since they are mostly handling 5-10 lakhs a day so pricing can be discussed based on customisations
• Borrowing Trust through:
• • G2 Ranking and Ratings
  • Top customers case studies like Uber, WeWork, Dyson