Ozonetel Brings AI-Driven Contact Centers; Unveils Roadmap

by CXOtoday News Desk    Mar 07, 2018


Cloud contact center software provider Ozonetel has unveiled its AI driven contact center solution by incorporating new tools such as natural language processing, voice bots, chatbots, and smart assistants.

“We are determined to take the contact center revolution to the next level. AI is not just a buzzword, it is our main focus. We have completely reworked our stack and AI/machine learning is the core of all our modules now. We will be releasing the new modules one by one. Additionally we are using a proprietary algorithm to power our AI and not a regular deep neural network built on Tensorflow etc.,” said Chaitanya Chokkareddy, CIO, Ozonetel Communications.

The Hyderabad-based company has unveiled the first three of these modules:  Speech API, Kookoo Intent and Smart Assistant tools. The Speech API will translate voice to text and improve CX. 

“Voice interfaces are becoming ubiquitous with devices like Alexa, Siri and Google Home. “So why should customer’s still punch keypads to communicate with your IVR?,” said Chaitanya, adding, “Our tag accurately converts voice to text, in seconds. This means you can let customer speak out their menu selections, answer surveys, give verification details and access ticket details far more naturally.” 

Kookoo Intent will be used for Speech AnalyticsSentiment Analysis and data mining. Speech analytics will give instant analysis of customer sentiment, keyword search, agent performance and greeting detection as soon as a call is completed. Sentiment analysis will be used to judge customer mood. Keyword search will improve data mining options.”We expect contact centers to start mining their data much more profitability, and want to give them the most advanced tools to achieve this,” says Murthy Chintalapati, CEO Ozonetel.

Its Smart Assistants will be able to create targeted, tailor-made customer experiences. Predictive layers will match customer history, customer journey, current urgency and customer sentiment. Based on agent history and expertise, it will ensure best-possible matches. Throughout the call, they will assist the agent with information needed to personalize the call. They can even judge sentiment in real time and suggest barge-ins if needed.

Online grocery BigBasket that has been using Ozonetel is now moving to the new solutions. According to  KB Nagaraju, COO, BigBasket, “Ozonetel has been our partner since inception when we started our call center with eight agents. Now we have scaled it to almost 700 agents. They continuously innovate and are now working on disrupting the contact center space with AI and machine learning. We are glad to get first access to the cutting-edge tools which will take our customer experience to the next level.”

Ozonetel has pioneered cloud telephony in India in 2007. In 2009, they launched Kookoo, India’s first cloud communication platform, and roped in clients like Big Basket, Zomato and Practo, creating the customer service tools that moulded their success. This year, Ozonetel became the first Indian company to get ISO certification in the telephony space.