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News : Ozonetel to Rollout New Solutions

#contactcenterworld, @ozonetel_kookoo

Hyderabad, India, May, 2021 -- On-demand cloud communication and telephony solutions provider Ozonetel, based in Hyderabad and Singapore, is looking to introduce new solutions in the speech analytics space next month, followed by rollout of a natural chat agent in the next quarter, which will provide conversational interfaces for its customers. The company is also aiming to strengthen its footprint in the US market and make inroads into the European region, particularly in the UK.

The company recently integrated Google Business Message solution with its Cloud Agent platform. In the past, the company has partnered with multiple partners and channels to enable its clients to communicate with their customers more effectively. Chaitanya Chokkareddy, chief innovation officer, Ozonetel, told Telangana Today, "We have established a strong base in terms of cloud call centres over the last 10 years. For us, the future is going to be that of artificial intelligence, particularly in the areas of speech or call analytics. We are also concentrating on chat using natural language processing, by integrating tools and natural chat agents, so that we can deploy conversational interfaces for our customers. This will be introduced in the next quarter. The prototype is ready, and testing is on."

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Chokkareddy added, "In the speech analytics space, we will be introducing a new package next month for our call centre clients that will help them track aspects such as sentiment, emotion, gender detection, speed at which agents speak and other aspects for quality metrics using artificial intelligence." Ozonetel, which though has been largely sector agnostic, has seen demand in certain verticals, post the pandemic outbreak. Delivery services startups, pharmacies and diagnostics for instance have seen a jump in demand. Even medical triage became prominent as governments wanted to track Covid positive patients and find out their symptoms and health condition. Sectors such as edutech are also seeing uptick, he informed.
Global footprint

"We launched our operations in the US last year and crossed a million-dollar ARR (annual recurring revenue) already. We initially thought that the cloud contact centre space is saturated in the US market. But realising that the market is big, we are expanding our presence this year. We are also going to foray into Europe, by initially tapping into the UK market. This will be another major market for us," he emphasised. When asked about physical infrastructure capabilities, he said, "We have data centre coverage in 16 circles across India, complying with telecom regulations, barring the North East region where we are yet to foray. We manage the infrastructure ourselves, but we run out of colocation data centres established by other companies."

Posted by Veronica Silva Cusi, news correspondent
Source: https://telanganatoday.com


About Ozonetel Systems:
Company LogoOzonetel Systems is a Hyderabad-headquartered cloud telephony services firm.
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Today's Tip of the Day - Channel Selection

Read today's tip or listen to it on podcast.

Published: Tuesday, June 1, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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