There is growing adoption of cloud telephony to boost organisational efficiency and the growing integration of advanced technologies like artificial intelligence. Businesses are currently using this cloud solution to enable remote working solutions for their call centre employees.
Analytics India Magazine connected with Chaitanya Chokkareddy, Chief Innovation Officer of Ozonetel, to know more about cloud telephony. Ozonetel is an AI-based contact centre solutions provider, which has fast risen to become a prominent player in cloud-based contact centre solutions leveraging AI capabilities.
According to Chaitanya, the cloud contact centre in future will become a harmonious blend of AI and humans working together. The AI will fill in for monotonous and repetitive tasks while humans will concentrate on tougher, more challenging tasks. Among the latest innovations at Ozonetel, the firm recently launched an AI-powered Speech Analytics dashboard for call centres to gauge customer sentiment for the duration of a call automatically. To know more, here are the excerpts from the conversation: –
AIM: What are the various AI technologies that Ozonetel leverages? Also, tell us about Ozonetel’s recently launched AI-powered speech analytics dashboard for call centres.
Chaitanya Chokkareddy: Being in the communication space, we mainly work on speech AI and NLP. By utilising AI, the cloud contact centre will become a harmonious blend of AI and humans working together. The AI will fill in for monotonous and repetitive tasks while humans will concentrate on tougher, more challenging tasks.
Ozonetel’s recently launched Speech Analytics platform is a useful tool for both customer success and marketing teams. It helps to convert the vast, unstructured data that call centres receive on a daily basis into valuable insights. Currently, it analyses customer sentiment, conversation speed, conversation volume, and customer demographics, such as gender recognition. It can be used within call centres for quality assurance and faster monitoring. The real value will be in preventing escalations and improving overall customer satisfaction. By giving useful insights to both product development and marketing teams, it is also set to raise the total value of call centres within a business.
AIM: What are the different features developers can leverage on Ozonetel’s Voice Bot platform?
Chaitanya Chokkareddy: Since the beginning, we have always been a developer-focused platform. All features are available to developers in easy-to-use APIs. Even for our voice bot platform, developers can access speech to text, text to speech, speaker emotions and other features accessible with APIs. Using these developers can design innovative flows for their customers.
AIM: How do you see the evolution of your cloud telephony platform KOOKOO as well as the cloud contact centre solution Cloudagent?
Chaitanya Chokkareddy: A few years down the line, KOOKOO and Cloudagent will become AI-first. All communication will start by passing through our AI system, which will then decide if human intervention is needed or not. In many cases, customers will not even know they are dealing with an AI. It will be pretty seamless.
AIM: Tell us about the current solutions and tech stack that Ozonetel is offering?
Chaitanya Chokkareddy: Ozonetel currently offers a plug and play omnichannel contact centre solution, a cloud telephony platform, and AI-based contact centre solutions. Our plug and play solution is used to deploy a complete call centre for sales or support quickly. Businesses are currently using this cloud solution to enable remote working for their call centre employees. Our platform is used by enterprises, startups, marketing agencies, and developers to build customised solutions in conjunction with our virtual numbers, telephony platform, IVR, and dialers. In addition, customers can develop AI-based contact centre solutions includes voice bot platforms and speech analytics for the call centres.
AIM: How are customers finding value in Ozonetel’s products?
Chaitanya Chokkareddy: Ozonetel helps contact centres go live in a day with a reliable platform that improves customer experience and agent productivity at a lower total cost. Our flexible, reliable cloud-based communication solutions make CRM, helpdesk, and auto-dialer integration easy and self-service simple. We support over 150 million sales and support calls on our platform annually. Today businesses access all these call centre tools remotely to ensure business continuity during lockdowns. Customers also use our virtual numbers and number masking solutions to manage direct employee-customer interactions. Our open APIs allow businesses to use our telephony platform, IVR and Dialers in innovative ways to engage customers with missed call campaigns, SMS campaigns, and radio integrations.
AIM: How do you see the road ahead in cloud telephony technologies, and where does Ozonetel fit in this?
Chaitanya Chokkareddy: The future is going to be about omnichannel and AI. Customers will reach out to businesses on multiple channels like phone, chat, WhatsApp, etc. and will expect a quick resolution. Since multiple communication and marketing channels are already integrated into our platform, and we are doing the right research in AI, so we believe that we are placed well for the future.
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Vishal Chawla is a senior tech journalist at Analytics India Magazine and writes about AI, data analytics, cybersecurity, cloud computing, and blockchain. Vishal also hosts AIM's video podcast called Simulated Reality- featuring tech leaders, AI experts, and innovative startups of India.