"Technologies like AI and ML enable our customers to improve operation efficiency"

Ozonetel has launched its Cloud-based Contact Center software solution, the large enterprise version of KOOKOO CloudAgent. With the help of this software, enterprises can instantly have over 1000+ Contact Center Seats on the Cloud, which currently no software in the market supports. Giving more details on this new solution, Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel tells VARINDIA of how the company is transforming customer support and user experience by addressing their several pain points and challenges -

In this age where customers are given the highest priority, how is Ozonetel trying to address customers and their pain points by giving them an enhanced experience?

The best customer experience is when the customer don't have problems with your product. At Ozonetel, we have a team whose job is to monitor key metrics on how customers are using the product and proactively identify problem areas and fix them before customers reach out to us. And when customers do try to reach out to us we make sure we are always available 24/7 on all channels, email, phone, chat and social media.

How are you trying to be different from your competitors in terms of offering a differentiated experience?

We are deploying bots across channels to provide first touch support to our customers. This will enable us to scale customer communication. And when the bots are not able to handle the customer communication they seamlessly transition the communication to a live agent.

What role does technology play in it and in what ways has it benefitted your clients? Could you also elucidate it some success stories?

Technology plays a key role in enabling the enhanced communication channels. Core technology like AI and ML has enabled our customers to improve efficiency in their operations. A major bank is experimenting with us to augment a process with voice bots. Another major e commerce player is trying out voice bots in an outbound process. They have found that because of voice bots the efficiency of agents has increased by 50%.

What has been your R&D efforts in AI for cloud communication?

We have mainly invested in the speech and NLP areas or AI for cloud communication. We have identified an excellence team within Ozonetel who has been working on AI since the last 8 months. Because of this we have been able to churn out innovative products like hotword detection, speech analytics, ASR, chat bots and voice bots.

How is KOOKOO CloudAgent Enterprise Version helping large enterprises scale their businesses and also transforming customer support?

As businesses scale, they face higher call volumes and agent workforce management issues. Our campaign management and skill management tools become vital. Dynamic Queue Reprioritisation ensures that even during high call volumes, important calls are recognized and prioritized. Additional monitoring features trigger alerts when any agent exceeds idle times.

Apart from this, enterprise solutions often differ in their infrastructure. We provide both on-premise solutions and are the only player to provide hybrid solutions that combines minimal on-site infrastructure with the best of the cloud contact center tools. When enterprises are reluctant to shift from their legacy systems, we are able to integrate with their existing systems to provide the data integration, social media integration and advanced cloud telephony features they require.

How has the coming of social media changed the customer support approach and strategies?

One of the most obvious ways is that it has opened up more channels for customer support. To ensure good support, now businesses have to integrate each of these channels within their contact center. But it has also changed expectations and behaviors. Customers expect faster and more seamless resolutions. So businesses need to move faster, they need to share data across all channels to ensure this seamless experience. But also, they can explore the opportunity for channels to merge. For example, a Whatsapp message or a Facebook message can easily escalate to a voice interaction. So more doorways have opened for customers to interact with businesses-at their convenience.

Chaitanya Chokkareddy
Chief Innovation Officer, Ozonetel