At ITEXPO in Fort Lauderdale, I spoke with Eric Klein COO and Nir Simionovich Cloudonix.io to follow up on our conversation from last year about their communications software solution. The solution allows a carrier to provide CPaaS on a white-label basis but the solution has applications in infinite vertical markets.
Perhaps the most important new feature the platform has now is contextual communications allowing apps to have integrated communications. This is important because virtually every contact center interaction today lacks any context i.e. the caller has to explain why they called.
In an insurance situation, after an accident, a person is shaken up and doesn’t want to engage in all the typical question answering that takes place when you call any company. By launching an insurance app, the user can press a few buttons which specify they were in a crash and perhaps even where the car was hit. They then press a button to connect to a live agent who knows what happened.
Assuming the caller is OK with it, the agent can instruct them to walk around the car with the camera so they can capture any damage. The bottom line is they can help customer care improve dramatically.
They have also added zero-provisioning. As the name implies – they can support millions of devices without account information. From the Cloudonix perspective the devices are just one. The customer can distinguish them via an obfuscated ID Cloudonix doesn’t see, adding to privacy.
This is part of Cloudonix Registration-Free, which uses single-use tokens on a per-call basis. There is no way to make a call without going through this mechanism.
In addition, the fragmentation engine handles the problems of device diversity. They can custom tailor the experience of the SDK on each. The app developer just writes once and Cloudonix handles the differences in each gadget. There are over 16,000 Android platforms out there so this is very useful feature.
Also, there is zero battery footprint. When the SDK is in standby mode, it utilizes no more than 2% of battery use.
The system is scaleable and uses geomedia location to ensure the best voice quality by minimizing latency. They are HIPAA and GPDR compliant (there is no official GPDR certification available at the moment).
In conclusion, Cloudonix allows new business models so app vendors and call centers can develop what they need, in a cost-effective fashion. Enterprises using current CPaaS solutions can save up to 70% on their existing costs by utilizing their technology.