- ProductCloud calling platform
- CustomersB2B and B2C enterprises
- ChallengesRapid global scale, resilience, compliance
- SolutionVoxbone's two-way voice services
- ResultsEnterprise-grade global scale on demand
- Fave featuresVIP treatment, relationship with technical team, ease of integration
Bringing a human touch to corporate voice
At first glance, VoiceIQ founder Muj Choudhury may seem like your typically successful tech startup CEO. Sharply suited and booted with a glint in his eye. But talking to him, it quickly becomes apparent that the human connections are as important to his worldview as anything that his company’s impressive tech can do.
And the tech is impressive. A former director at Salesforce, Choudhury’s latest venture is a smart cloud calling platform for global sales teams. What sets it apart is the fact it can be integrated with any CRM in minutes and the intelligent automation its AI-powered algorithms provide to all members across an organization – not just those in the call center. Features such as prioritization of valuable customers, data on best times to call, automated next best action recommendations, in-call speech analytics and predictive sales insights.
But the entrepreneur is always keen to bring the conversation back to the human benefits that good tech delivers. It’s this human element that brought him to Voxbone after he and his team found it lacking in their dealings with VoiceIQ’s previous communications provider. Because of the face-to-face relationships that we cultivated with Choudhury and the VoiceIQ team, they were confident in requesting a brand-new interface to be developed by Voxbone that unlocks some exciting applications for their tech. And we were only too happy to oblige in building it for them. Ultimately it is this level of collaboration that has proved so valuable to VoiceIQ as it ramps up its operations.
Transforming traditional telephony
Let’s start with the elevator pitch. “VoiceIQ seeks to use AI-powered telephony to improve outcomes in four dimensions – revenue, time, resource and customer satisfaction. Using machine learning and natural language processing, we guide agents to make customer calls at the right time and with the right message,” explains Choudhury, who sees this as an incredibly exciting time for corporate telephony because of the extent of the data and compute power that are available to today’s enterprises and the innovative use cases they are only just beginning to unlock. “These rare opportunities come up every few years. For the last 100 years, telephony hasn’t really changed. You dial a number, speak to someone if they answer and hang up. You can leave a voicemail, but the process is fundamentally the same in 2018 as it was in 1918.”
“Today we talk about smartphones, but they’re really just computers with a phone app that can’t do a great deal,” says the VoiceIQ CEO. One area where progress has been made is in the call center, where features to optimize call productivity require large-scale investments but can be pegged to an ROI and subsequently justified to decision makers. “This technology is notoriously expensive and it’s not accessible to every part of the organization,” he explains. “Outside of the call center, most people are still using dumb desk phones that don’t really do much. The situation is ridiculous.”
This is where VoiceIQ comes in. Choudhury says: “There’s a huge opportunity to replace those desktop phones and give organizations voice capabilities that are unrecognizably better than what they are used to. And if we can do that, there will be a massive exodus away from century-old traditional telephony for systems that deliver huge amounts of value.”
Rapidly scaling to serve a gap in the market
Like any startup that has identified such a potentially lucrative opportunity to disrupt existing business technology, VoiceIQ needed to act quickly to scale their solution to markets across the world and ensure the underlying tech that powers their platform is enterprise-grade in terms of quality and compliance. That’s why they chose Voxbone to provide their global reach and support an ambitious but achievable roadmap, with the immediate aim of deploying in all major countries around the world within the next 12 months.
“Voxbone lets us scale up really quickly,” said Choudhury. “We focus on the front end and user experience and delivering a game-changing capability for our end customers, but we still need voice infrastructure to hook into. We could spend 10 years negotiating contracts with telecoms companies around the world and getting our heads around SIP trunks. We’d get there eventually, at massive expense. But by then the opportunity might be gone and budget would be taken away from what we’re doing on the front end. What Voxbone gives us is the ability to go to market really quickly and be international from Day 1.”
Even better is the fact that using Voxbone with VoiceIQ’s systems is – in Choudhury’s words – ‘child’s play’. “You hide away complexity,” he elaborates. “There is some work involved in the integration piece and there are two things that make that easier – one is the basic technology, that you’ve built in a way that’s easy to work with, and the other aspect is support from you guys so when we do get stuck, we have someone to talk to. That’s the Voxbone human layer, if you like. The experience of working with Voxbone has been exemplary.”
An ‘enterprise-grade’ seal of quality
By working with Voxbone, VoiceIQ is able to launch their service in any of the high-value markets it has identified around the world and, says Choudhury, it takes a matter of minutes to enable customers to use the service. But it’s not just about geographic markets. “Voxbone also helps us unlock access to big industry. When we approach massively global companies, they have particular requirements we must comply with. Regulation, compliance, security, resilience. The set of capabilities that Voxbone provides mean we can confidently approach these large, complex organisations with a robust message about our infrastructure.”
“We can tell them Skype uses Voxbone. It’s a great thing to be able to say that the world’s most recognized VoIP platforms use the same back-end infrastructure we’re using. It gives us a lot of credibility. When we get grilled by these intense systems architect types who have a particular set of views on how you should deploy security and infrastructure and how you manage your DevOps, you need partners like Voxbone who have been there and done it and give you that credibility out of the box.”
"What Voxbone gives us is the ability to go to market really quickly and be international from Day 1. The experience of working with Voxbone has been exemplary."
Joining the dots of the customer relationship
“I love WebRTC,” says Choudhury, when the conversation turns to the open-source standard for adding real-time communications to browsers and mobile applications. “It’s a massive enabler for us because it allows direct point-to-point, app-to-app communications without the traditional PSTN interface. It opens things up for us because we can deploy our services to consumer applications that our customers’ customers are using, while our customers enjoy sales and marketing opportunities as a result of direct access to their end users so they can join the dots of a relationship that is very fragmented right now.”
WebRTC is also a perfect example of how the close relationship between VoiceIQ and Voxbone has really benefited the company. When VoiceIQ first approached Voxbone, we already had a wide range of feature-rich, open source tools to support WebRTC applications focused on inbound voice traffic. In partnership with VoiceIQ, we were able to help them create a two-way solution by opening up our product team to their CTO Amila Gamage, so they could work together on a proof of concept for outbound functionality – an example of the collaboration they were not able to find with their previous provider.
Gamage elaborates: “Most companies have all their services online except for their traditional communications. WebRTC helps VoiceIQ completely take their communications channel online as well.” He explains that there are real benefits that WebRTC delivers to workers by removing the need for them to pick up the desk phone including things you might not think of beyond productivity, such as better posture.
“It cures your back pain!” adds Choudhury, highlighting once more how VoiceIQ is always thinking about the human element.