Major Prominent Clients: Exotel, Callbox, Cubed Mobile.
Headquarter In: New York City
Founded in Year: 2015
Employees Headcount: 03
Your Tagline/Quote: “Amazing Customer Care Starts With Smart Voice Calls”
In this interview, Nir Simionovich is the Founder of Cloudonix takes us through an interesting journey with his company.
Q. Briefly tell us about the CEO/Founder of the company.
Nir Simionovich, founded Cloudonix based on more than 15 years of experience in the telecom world. The concept was first to build a better solution for mobile VoIP. But the real direction came after an incident when his wife was out late at night and the car she was driving just died in the middle of the road with the smell of gasoline in the car. She called, and asked him to come help. She was too distraught to call the insurance company for help. While driving to her Nir had his epiphany, why is it so stressful to call the insurance company for assistance? He realized that much of it was related to the method they use to gather data – it feels like an inquisition. When you use the app it goes to the dialer and knows nothing about you (at best it knows to tie your phone number to your account). This means you need to answer lots of questions for the agent to have the context to help you.
But why? The mobile app has already been authenticated, it has the policy number, can get the lactation. Heck, it can even be paired with the car computer to get the status of the car. As it has the context, we can help preserve it and make the experience less painful.
Q. Kindly brief us about your strategies behind those services/products. If possible, kindly give us a one line unique quote that best describes your company.
The Cloudonix strategy is that there shouldn’t be any loss of context in sales and support calls. Why loose what your site or app already knows by requiring a dial-back form or going out to the phone dialer?
To bring this to market we are using a combination of inside sales and channel partners for verticals and geographies where we are not concentrating with our internal team.
“Our vision it to turn communications technology to a commodity – making it accessible, affordable and simple to use.”
Q. Kindly share your opinion on the Industry.
Both the communications and call center industries need to be shaken up. They are using the same models for the past 60 years, some of the tech has improved but these are incremental improvements, it is time for something bigger to improve. The move to work from home has required changes that are slow to come to both the telecom and call center industries.
Q. Kindly brief us about the most satisfactory experience with a client. What kind of game changing services have you provided to them?
It has been satisfactory helping companies start to work more clearly as they are able to have more employees working from home and supporting their customers than they were able to do under lockdown. We have customers that went from only 20% of their staff able to work prior to working with us. After they started to work with the Cloudonix system they are have moved up to having more than 80% of their team working again.
Q. With cut-throat competition and everyday evolution, how does the company faces new as well as prominent competitors?
Our approach to completion is to be the best solution out there, offered at a price that differs from everyone else’s business model. Where they are based on per minute, per device, per connection. Our model is based on a more predictable flat rate model.
Q. Share with us challenges faced by company in the industry.
The biggest challenges faced by Cloudonix is industry awareness. Towards that end we are working with partners and are providing educational articles via various challenges.
Q. What lies ahead of the company in the future?
In the near future Cloudonix will be servicing new verticals, and expanding our global presence as a way to better service our customers.