Challenges
Sahi wanted to create a scalable CX foundation that could simplify customer journeys, empower agents and deliver faster resolutions as the business grew.
Ozonetel’s AI-first CX platform gives Sahi DIY control over IVR and customer journeys, flexible integrations, smarter routing, unified reporting and connected voice-chat interactions.
Solution
Solution
Ozonetel’s AI-first CX platform gives Sahi DIY control over IVR and customer journeys, flexible integrations, smarter routing, unified reporting and connected voice-chat interactions.
Results
Sahi created a faster, more seamless customer experience while reducing agent effort — bringing after-call work down to 30–40 seconds and repeat interactions by 20–30%.
Hear it from Sahi
About Sahi
Sahi is a high-performance, tech-first broking platform built by traders, for traders. Its mission is to level the playing field for individual traders with professional-grade tools, real-time intelligence and faster, more efficient trading workflows. Powered by proprietary technology, Sahi brings advanced charts, signals, AI-powered insights and trading capabilities into a seamless, single-screen experience. Built around speed, clarity and control, Sahi is reimagining what modern retail trading can look like for India’s traders.
Features: AI IVR | Omnichannel+ Customer Engagement | Real-time Monitoring
Building a CX Operation That Could Keep Pace with Sahi
As Sahi scaled, its customer experience teams needed more than a conventional telephony setup. They needed a platform that was simple for L1 agents to adopt, flexible enough to adapt customer journeys, and capable of integrating with the systems already powering the business. At the same time, Sahi wanted greater visibility into customer conversations and the insights within them — without adding layers of manual effort or fragmented reporting.
Ozonetel’s AI-native CX platform gave Sahi that foundation, bringing together IVR, intelligent routing, integrations, reporting and omnichannel interactions in one connected environment. It also gave the team the flexibility to configure journeys, access insights and continuously improve the customer experience as the business evolved.
Simplifying the Agent Experience at Scale
For Sahi, the agent experience is closely tied to the customer experience. L1 agents needed to understand the platform quickly, access the right information and manage interactions without unnecessary complexity. Ozonetel’s intuitive interface gives agents a simpler way to manage customer interactions, while making relevant information and insights easier to access.
This is particularly valuable as Sahi grows. A platform that is easy to understand reduces the learning curve for agents and allows them to spend more time focused on resolving customer needs. For Sahi, a simpler agent experience creates a more consistent and efficient customer experience.
Putting Sahi in Control of Every Customer Journey
Sahi wanted the flexibility to shape customer journeys around its customers — not around the limitations of its CX platform. Ozonetel’s DIY capabilities give Sahi greater control over IVR configuration, workflows, customer prioritisation and queue selection. A well-structured IVR helps customers reach the right team or expert from the outset, reducing unnecessary transfers and making interactions more efficient.
As customer and business requirements evolve, Sahi’s team can customise journeys without depending on external teams for every change. For a fast-growing trading platform, this agility helps Sahi continuously refine customer journeys and deliver more relevant, efficient experiences at scale.
Creating a Connected Customer Experience, End to End
Customer conversations rarely stay within a single channel. When agents have to switch between platforms or customers have to repeat information, the experience becomes fragmented. Ozonetel’s Omnichannel+ Customer Engagement capabilities help Sahi bring voice and chat together within the same customer interaction. An agent can stay on a call while using chat to collect information or share what the customer needs — while keeping the conversation and customer context intact.
With integrations across internal applications and systems, the right context can move seamlessly with the conversation, giving agents a more complete view of the customer before they act. This helps them understand the issue faster, respond with greater relevance and move towards resolution without making the customer repeat themselves.
“One of the biggest strengths of Ozonetel is their approach to our requirements. They never simply say no — they understand what we want to achieve and find a way to make it happen for our platform and our customers.”
Swati Shriwastav
Reducing Agent Effort to Accelerate Resolution
With customer information and workflows connected across the CX environment, Sahi’s agents spend less time on post-call processes and more time resolving customer needs. After-call work takes just 30–40 seconds, helping agents move to the next interaction faster.
The connected experience also reduces repetitive conversations by giving agents greater context across channels and teams. As a result, Sahi has achieved a 20–30% reduction in repeat customer interactions, alongside faster query resolution and improved agent productivity.
Turning Every Conversation into Actionable Insight
For Sahi, customer interactions are more than conversations to be resolved. They are a valuable source of insight into what customers need, where they face friction and how the CX operation can improve. Ozonetel’s tagging and reporting capabilities bring this information together in a structured reporting environment. Sahi’s team can configure tagging at the platform level and access interaction insights without adding manual reporting work.
This gives the team greater visibility into customer conversations and operational patterns, helping identify recurring issues and make more informed decisions.
Overall Benefits & Impact
Ozonetel’s AI-native CX stack gives Sahi the agility to scale customer experience with its business — connecting journeys, empowering agents and turning every interaction into an opportunity for growth
- 20–30% Reduction in Repeat Customer Interactions
- 30–40 sec Typical Agent After-Call Work
- 100% Visibility into Customer Journeys
- DIY Customer Journey Customisation
- Flexible Business-System Integrations
- Unified Reporting & Actionable Insights
