Texo.cc : Cloud Based Contact Center

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Texo is built for businesses looking to create delightful customer experience and boost productivity without the need of investing in infrastructure. It is the first time an Indian product company is launching such a cloud offering to the US market.Texo is built on the robust Ameyo platform that already has a strong presence across Asia.
Techaloo got an opportunity to have a chit chat with team Texo. Let see what they have to share with us.

Techaloo: What was your vision/mission while thinking of texo?

Drishti has been a leading player in the Contact Center industry for the past 10 years. And this is accredited to our on-premise solution named, Ameyo (www.ameyo.com). Ameyo, our flagship product is the leader in APAC market and also has substantial share in the MEA market.

Texo.CC is Drishti’s cloud contact center product positioned towards US, UK and Australia Mid-market Enterprises. The cloud contact center market is projected to be equal in market share as its counterpart (on-premise) just in the US market and with Texo we would be able to address the market well. We plan to be a leader in mid-Market cloud contact center space in US market.

 

Techaloo: How did this idea come to your mind?

We have been contemplating a cloud contact center for over a year. In our recent engagement with Gartner we realized that we have 8.2% market share for APAC in FY 14 Agent shipments.

US, UK and Australian markets represent a big chunk (Nearly 60%) of the global markets and we have not able to scratch that market.  The cloud based market there is still growing and expected to grow for next 5 years. This led to the idea that we should launch Texo.CC addressing those markets.

 

Techaloo: What hurdle did you face while starting?

texo_1The shift from an On-Premise model to cloud model, not as a technical challenge, but as a mindset shift I believe was the biggest hurdle. We had to think about use cases in much more detail. With Ameyo we were catering to a breadth of customers ranging from small to large contact centers in multiple geographies.

With Texo the idea is to build and integrate use-cases well into the product and position them in the correct market segment. I believe this has been the most important learning.

To address this we have created a separate team working on this product and also created a different brand given the nature of needs is entirely different.

Technically Texo still runs on a stable multi-tenant Ameyo platform.

 

Techaloo: Tell us something about your services?

Our solutions help consumer facing businesses interact with their customer better. In India for example Flipkart, SnapDeal, Jabong, Myntra, Meru Cabs etc all run their customer interaction process on our platforms.

Texo.CC is a new generation cloud based contact center built for business seeking to create delightful customer experiences and boost productivity without the need of investing in infrastructure. It is the first time an Indian product company is launching such a cloud offering for the US market.

 

Techaloo: What is the role of Ameyo?

Texo is built on the robust Ameyo platform that already has a strong presence in Asia. Through Ameyo we were able to understand and identify the needs of potential users, the functionalities they focus on and how to position them.

 

Techaloo: Why should a company invest in customer interaction? How is it different for a startup?

texo_3Every business irrespective of its size has customers, and business interacts with its customers for various processes like Sales and Marketing, Feedback, Customer Service, Collections, etc. Every customer interaction is now treated as an opportunity for future business; therefore enterprises are looking for innovative means to interact with their customers effectively and efficiently.

These interactions are happening across mediums like Voice, Email, Chat, SMS, Social Media, SMS etc and the quality of the interactions is what defines Customer Experience.

In this competitive ecosystem, businesses are looking for a differentiator that makes them stand above their competitors. And since, enterprises are more or less similar in their offerings and structure, it’s the experience they provide to the customer that matters. We have all witnessed this phenomenon with new consumer businesses like Flipkart, Snapdeal, Meru-cabs etc. These companies invest heavily in Customer Experience and Interaction Management and have been able to differentiate themselves.

For a start-up or any company it would depend on the business. If the processes are interaction intensive, then one should look at investing in a CIM solution. This can be done in phases or stages, but it is necessary and should be a core investment.

 

Techaloo: What are the benefits of using centralized interaction system?

With the emergence of multiple channels and customer touch-points, customers are able to communicate with enterprises as and how they wish. Enterprises are expected to transform themselves to adapt to these changes, so that they do not frustrate the customer. They should be able to deliver great customer experience, which requires a consistent and personalized approach. For this purpose, employees should be armed with context and customer information.

As an example, imagine the delight of a customer who just tweeted about your company getting an immediate callback from your customer service department.

 

Techaloo: How is it useful for various layers of CRM i.e. sales force or agent to CEO?

Agent – The agent is able to evaluate his/her own performance and the tasks at hand. The agent is also empowered with customer information which enables him / her to have a more personalized interaction rather than the age old “Welcome to XYZ , How can I help you?”

Managers – The manager is able to monitor the performance of his/her team, identify avenues for improvement, and take tactical steps for the same.

CEO – The management is able to see how their customers are responding and the processes that can be improved internally

 

Techaloo: How does it integrate with currently available CRM solutions?

We offer out of the box integrations with Salesforce CRM, MS Dynamics, Oracle RightNow, SAP, Sage CRM, Maximizer CRM, etc.

Apart from this we have Integrations APIs (Web services) and tool kits to integrate with other business applications and software.

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Techaloo: What kind of analytics can it facilitate?

From a process perspective – Average Handling Times, First Call Resolution rates, CSAT, SLA, Sales per Day, Debt Collected per Day

From an organization perspective – The acquisition cost of a new customer, Cost of collecting debt, CSAT levels, inefficient internal processes, etc.

 

Techaloo: How are you different from your competitors?

Contact Centers solutions have long been thought as an infrastructure. Much like a phone or a PC. Ameyo and Texo acts as a platform, which brings CIM to the core of business and helps businesses create Interaction Enabled Business processes.

On this platform we have experience of over 22 verticals in over 40 countries and have developed some deep vertical and process depth into the platform. Today more than 80% of E Commerce platforms in India are using Ameyo to manage interactions. This is not because we have more features, but we are able to differentiate ourselves with solving deep domain problems, which is not available in other platforms and deployments.

 

Techaloo: How is the response till now?

It is still early days for us in the cloud market but the response has been satisfactory. We have started with partnerships in the US and the feedback we have got on the product is pleasant. The biggest strength is the Ameyo platform itself, which allows us to make changes to the product quickly with no disruptions and upheaval.

 

Techaloo: How does it feel to provide services to US being an Indian based organization?

We have had customers in the US in the past. We believe if one has a good product, then it can compete at a global level. Cloud is a great leveler in terms of delivery platform. As I mentioned it’s still early days; marketing and focus is going to be a key and we are gearing up for that.

 

Techaloo: What are your plans for next 3 years?

We have already setup a separate team for Texo in our Gurgaon HQ. By early next year we are going to have a team in the US.

Our immediate goal is to address and position Texo in mid market in US and subsequently build Sales and Marketing infrastructure required for Enterprise market which is going to be moving to cloud over next 3-4 years. We will also look to enter in the UK and Australian market in next 12 – 18 months.

There are already 4 releases planned for the product over the next year.

 

Techaloo: What message do you want to give to an aspiring entrepreneur?

India is a great place to have product validations and development quickly; however if one is looking at a cloud B2B product one should start thinking global.

If you are in the platform play – Implement some use cases very quickly before you broadly expand the platform. This does not mean that you should not work on your platform; constant innovation and functional advancements should be part of strategic improvements.

Thinking of Ameyo as a communications platform and not as just a suite of applications perhaps was the best decision Drishti made.

And finally if you are thinking when is the best time to start – The best time is today and second best is tomorrow morning.

 

Techaloo: What do you think about techaloo.com?

Budding entrepreneurs are always on the lookout for outlets that are capable of spreading the word about their venture.  I believe techaloo is such a platform that allows entrepreneurs to be heard, to reach out and gain valuable insights. It also allows knowledge sharing which I believe is great for the ecosystem.

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Mohit Bansal(23) is B.Tech in Electronics and Communication Engineering from Indian School of Mines, Dhanbad, India. He has interest in business and entrepreneurship and has published couple of research articles. He is also associated with various NGOs. He is with Techaloo when it was just in concept stage. The Techaloo site was not existing even then. Currently Mohit is working with Mu Sigma as a Business Analyst Profile.

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