Klearcom is a leading Customer Call Path Testing platform, assisting global organizations with real-time contact center testing. Pulse 2.0 interviewed Klearcom co-founder and CTO Satish Barot to gain a deeper understanding of the company.
Satish Barot’s Background
What is Satish Barot’s background? Barot said:
“I’m the Co-Founder and Chief Technology Officer (CTO) of Klearcom with 20+ years of experience in designing and developing scalable and secure telephony products. At Klearcom, I’m focused on building our SaaS platform that helps contact centers improve their customer experience by ensuring their IVR systems and toll-free numbers work flawlessly across multiple geographies. Since founding Klearcom, we’ve grown from our base in Waterford, Ireland, to establish offices in Ahmedabad, India, and New York, USA.
My interests lie in leveraging advanced technologies like Generative AI to transform contact center operations, enabling faster resolutions, more personalized interactions, building new testing products, and more seamless customer journeys without losing the human element that’s so critical to great service.
Along the way, our work has been recognized with industry awards, but more importantly, we’ve been able to help some of the world’s leading brands improve and protect one of their most important customer touchpoints.”
Formation Of The Company
How did the idea for the company come together? Barot shared:
“Klearcom’s idea emerged from a clear need in the telecom industry that Liam, Mark and I identified: many businesses faced IVR downtime and toll-free number issues but lacked a reliable and proactive solution.
We recognized the gap in the market for real-time in-country testing that operates across 100+ countries with just a phone number. This insight led to the creation of our SaaS platform, which now serves global brands like Google, Mastercard, and Pfizer.”
Favorite Memory
What has been your favorite memory working for the company so far? Barot reflected:
“One standout memory has been the celebration of Klearcom’s nomination as a finalist and winner in multiple global awards, including the 2024 International CX Awards and the Future of Work Product of the Year Award 2024. Seeing our team’s hard work recognized has been very rewarding.”
Core Products
What are the company’s core products and features? Barot explained:
“Klearcom’s platform offers cloud-based IVR testing and toll-free number monitoring powered by AI/Machine Learning. Key features include real-time 24/7, 365 days a year testing, triaging and alerting, global coverage, and predictive issue resolution. Our solutions enhance customer experience by reducing downtime and ensuring call systems are always operational.”
Challenges Faced
What challenges have Barot and the team faced in building the company? Barot acknowledged:
“One challenge has been adapting to the rapid pace of technology innovation while at the same time ensuring seamless and secure services for our clients. We’ve overcome this by investing heavily in pre-production testing and monitoring – as seen with our recent Verify+ product launch, leveraging AI and ML to keep our solutions ahead of industry demands, and maintaining close partnerships with our clients to understand their evolving needs.”
Evolution Of The Company’s Technology
How has the company’s technology evolved since its launch? Barot noted:
“Since launching, Klearcom has integrated advanced real-time reporting capabilities and the ability to triage and alert to any issues in under 5 minutes, which has enabled businesses to resolve issues and also to be actually aware in the first place that they have issues. Many businesses go unaware that they have a global outage, or if they do know, it takes them hours or days to identify and triage it.
We’ve also expanded our global testing coverage to over 100+ countries and 340+ carriers and refined our platform’s scalability to support enterprises of all sizes.”
Significant Milestones
What have been some of the company’s most significant milestones? Barot cited:
— Partnering with global brands like Pfizer, Danfoss, and Hewlett-Packard Enterprise.
— Being shortlisted and winning multiple awards, including the 2024 Future of Work Product of the Year.
— Successfully scaling operations to cover over 100+ countries.
— Launching regular updates to our platform, bringing even more advanced features for our clients.
Customer Success Stories
When asking Barot about customer success stories, he highlighted:
“One of our standout achievements includes helping CHEMTREC, a leading name in emergency response services, improve to and maintain 99.9% contact center uptimes. By dramatically improving proactive issue resolution times, we ensured reliable and uninterrupted customer service, even during high-pressure scenarios. This is very satisfying that we are ensuring CHEMTREC’s emergency service numbers always ring.”
Funding/Revenue
When asking Barot about the company’s funding and revenue details, he revealed:
“While specific revenue figures are confidential, Klearcom has experienced strong year-over-year growth with zero customer churn. We’ve successfully raised funding in previous rounds, securing strategic investments and support from organizations such as Waterford LEO and the NDRC Accelerator. These funding efforts have been pivotal in driving our expansion and innovation, allowing us to deliver cutting-edge solutions to our clients globally.”
Total Addressable Market
What total addressable market (TAM) size is the company pursuing? Barot assessed:
“Our Total Addressable Market (TAM) is substantial, given the global reliance on IVR systems and toll-free numbers across numerous industries. The cloud-based contact center market is projected to grow from USD 29.63 billion, reflecting a compound annual growth rate (CAGR) of 18.05%. Similarly, the Interactive Voice Response (IVR) market is expected to expand from USD 5.15 billion in 2022 to USD 9.99 billion by 2032. These figures underscore the vast market potential we are targeting, encompassing sectors such as telecom, healthcare, retail, and financial services.”
Differentiation From The Competition
What differentiates the company from its competition? Barot affirmed:
“Klearcom’s unique value lies in our ability to deliver real-time IVR monitoring and testing that works globally with just a phone number. Unlike competitors, we provide real in-country TFN and IVR testing and monitoring with unlimited port capacity, supported by a highly scalable and robust infrastructure.
Future Goals
What are some of the company’s future goals? Barot emphasized:
— Expanding our market presence in North America, Europe, and Asia.
— Enhancing our platform with new AI-powered features for predictive analytics.
— Strengthening partnerships with industry leaders to drive innovation.
— Continuing to grow our team across all global locations to meet rising demand.
Additional Thoughts
Any other topics you would like to discuss? Barot concluded:
“We’d love to emphasize our focus on customer experience as the cornerstone of our innovation. Additionally, we’re always open to exploring collaborative opportunities with other industry leaders to explore what’s possible in telecom and customer service technology.”
