Tuesday, June 30, 2015

Predictive Dialers-Pros and Cons


Dialers are an integral part of an outbound call center. They improve the agent performance manifold and are an indispensable tool. There are many kinds of dialers and these include predictive, progressive and preview. And just like any thing, we have to be careful to pick the right tool for the job.

At Ozonetel we have deployed more than 500 call centers and deal with more than 20,000 agents on our cloud call center platform, Cloudagent. In most cases, supervisors, when asked to improve the agent performance by management, fall back on a tool and suggest to use a predictive dialer. And in many cases we have worked with the call center teams to understand the core problem and deduced that the problem can be solved by minor process changes instead of upgrading the dialer.
So, when should you use a predictive dialer?
To answer that, you should first understand your requirement.

Do you make outbound calls to people who have subscribed in some means(event, website etc) or just cold calling a random database.

Predictive dialing makes sense only in case of cold calling a generic database.

As the name itself specifies, it is a predictive dialer. It predicts that 1 out of 4 will pick etc. And that prediction is generally made on some statistical analysis.
Now, the important metric there is how good is the prediction. If the prediction is wrong 10% of the times, that means if you make 1000 calls, then there is a possibility that 100 calls which were picked will go unanswered. This is generally bad when the pick ratio itself is low. In some countries, it is in fact illegal to left the unanswered percentage go beyond a certain limit.
Most of the companies we have worked with have said that answering every call was more important and hence they did not opt for predictive dialers.
If you are calling a subscribed list,then it does not make sense as you have to answer every call. Also, if more callers end up in queue based on wrong prediction, then there is a chance that your number will be marked as spam in public databases like Truecaller etc. So, please make sure any prediction you use specifies how many callers end up in queue.

But predictive dialers have their place and that's why we have been experimenting with various stuff. We have put our speech team on coming out with a hidden markov model for prediction. We are even doing a neural network approach where it learns about the campaign. Also, since we are on the cloud we have more data to train. Most predictive dialers in the market just do ratio based dialing with manual control. So if the ratio is 4:1, then every time an agent becomes free we dial out 4 calls predicting that 1 will be answered. This is a hard coded approach and can only scale so much. The hard coded approach is available in Cloudagent and we are coming with a patented new approach in a couple of months. Keep watching this space for more updates.



Thursday, June 25, 2015

Using cloud telephony for distributing content-The Kan Khajura Story


To be frank, when Hindustan Unilever approached us for Kan Khajura Tesan, we were a little doubtful of the idea. After all, who would give a missed call and listen to bollywood content.

Now after 2 years and 34 million subscribers later, we have been proven wrong. By far, this has been one of the most successful campaigns ever carried out by HUL.

The numbers are mind boggling. As has been reported, 35 million subscribers, 45 million ad impressions in last 15 months, 900 million minutes consumed. It has won every award that has to be won in marketing including the Golden Lion at Cannes. If this was a web site, this would have been one of the top web sites in India with regular visitors and MAUs.

So hats of to the HUL team for pulling this off. And we are thankful that you let us be a part of this wonderful journey and proud that Ozonetel powers this huge platform.

In a way, I think this can be the future. At a time when the voice usage minutes are going down, KKT has shown that we can use the same networks to disseminate content too. And the quality is telco standard. I think with the future advancements in telco technology, the days of HD Audio is not far ahead and I can only dream of what new content can be delivered to all the connected people.

Most handsets are optimized for voice calling and give better battery life than connecting to data and playing songs.

To be frank, there is still a long way to go. Costs have to be consolidated. Quality has to improve. But I think KKT has shown a brief glimpse of what it takes to deliver content using phone networks.
Wednesday, June 24, 2015

Missed Call Services

Ozonetel, a Telco grade cloud communications platform enables businesses to run “Missed call campaigns” on its platform. Ozonetel has created a world record by handling a billion Missed calls in the last one year for its customers.
Missed Call Service has become an effective way to engage and involve customers by any brand/business. The missed call service is targeted and a cost effective means for businesses to reach out to its target audience. The target audience could be in regions where internet penetration is low or when you want to give a call to action to an online customer who needs to engage with you offline.
What can a business do with Missed call Service?
  • Lead Capture –Marketers who advertise across mediums still find a challenge to judge ROI’s. Missed calls help to capture 100% of the leads coming from across different mediums which allow businesses to make strategic and cost effective decisions.
  • Survey/Feedbacks – Businesses can get real time feedback on customer experience on service/product and if required alerts can be built on SLA’s and action can be taken.
  • New user activations – Generate interest and get new users engaged with the brands via different kinds of campaigns
  • Run Contests – Incentivize users / target audience to engage with the brand
  • Content on Demand – Bring content on demand to users on information like help material, new offers, new products etc
Ozonetel has been supporting Missed calls on its platform for the past four years. Some of the clients using the platform are Hindustan Unilever (HUL), Redbus, Zipdial who run creative campaigns for a large number of their end customers.
Ask for a free demo




Sunday, June 21, 2015

Best Cloud Telephony Company Award


It’s  been an exciting week for  Ozonetel. Our 4+ years of hard work is finally paying off :)

Soon after being selected as the only Asian Startup to be in the Unilevers’ Foundry 50 Startups list, Ozonetel has won the prestigious Frost & Sullivan ICT Award 2015 for “Technology Innovation Leadership in Cloud Telephony Solutions”

The Crème of Indian ICT Industry was Recognized and Awarded at 2015 Frost & Sullivan India ICT Awards.

Companies were felicitated in Enterprise Infrastructure, Emerging Software Products and IT Services, Enterprise Telecom Services, and Mobile & Wireless Categories

We came under the Technology Innovation Leadership in Cloud Telephony Solutions category.

The Technology Innovation Leadership in cloud telephony solutions category will be conferred to the ONE that has shown exemplary growth and performance in 2014 in India. The contenders of this award were evaluated based on the following key criteria:

  • Market share
  • Revenue & revenue Growth
  • Industry Impact
  • Product Impact
  • Application diversity
  • Scalability
  • Visionary innovation
We hope to continue this good work and make business communication easier through our cloud telephony products. Please mail us at sales@ozonetel.com or call us at 1-800-200-0820 to discuss your communication needs.


Tuesday, June 16, 2015

We are one of the 50 best marketing startups in the world- Foundry50


Last year, when we got the Kan Khajura Tesan project from Hindustan Unilever, we had no idea where it would take us.

The journey that started there into the marketing domain space has now taken us into one of the top 50 marketing startups in the world as selected by Unilever Foundry50.

We are the only startup from India and also I think Asia and we are proud to represent Indian startups.

We are going to Cannes!

We are very thankful to Unilever for this recognition and hope we can achieve many more things.

Since last year, once we entered the marketing space, we have been innovating on various new technologies. We have done more than 50 campaigns for brands and 2 mega projects. Almost every known brand has worked with us and we have also learnt a lot in the process.

We have infact automated a lot of the campaign management rules and created a product called Brandagent which we sell internally to existing customers and brand agencies.

A lot more announcements and achievements are coming up in the next few months. Its gonna be a busy year :)

More info here

Official Announcement
Ozonetel has been chosen to be part of the "Foundry 50 at Cannes", a search for the world's leading marketing technology startups by Unilever Foundry and Lions Innovation – a unique, new two-day event that brings together the worlds of data, technology and ideas at the 62nd annual Cannes Lions International Festival of Creativity in June.

The Foundry 50 were chosen by a panel of experts for being innovative, truly disruptive and clearly differentiated from competitors already in the market

The global search was open to startups that were incorporated in the last 5 years and have raised less than $10 million in equity funding, and have relevance in the Brand & Marketing industry

Judges on the Foundry 50 panel included Brent Hoberman – serial entrepreneur and co-founder of Founders Forum, Rose Lewis ­– co-founder of startup accelerator Collider, Caitlin Ryan – Group Executive Creative Director at creative agency Karmarama and Oliver Garel, Head of Unilever Ventures

The final 50 startups will receive tickets to the two-day Lions Innovation event and accommodation,
and will have the unique opportunity to speed-date with industry leaders, pitch on the Unilever demo platform and will be introduced to organisations attending Lions Innovation


Sunday, June 14, 2015

Live Chat Platform - Cloudagent Chat

Introducing Cloudagent Chat
The next big leap for Ozonetel's communication platform. Cloudagent is already the platform of choice for cloud call centers with more than 1000 businesses using it to power their communications. From today, all these businesses and new ones too can use the same stable platform to power their web site chat communications too.


In 2009-2010, we introduced cloud telephony in India through our KooKoo platform. What was new at that time has become the standard now with businesses adopting the cloud for their communication needs. Last year, we realized that the Cloudagent platform that we had built was one of a kind and its design would work for other communication channels too. We even rebranded our company messaging from Cloud Telephony to Cloud Communication. The first outcome of that thought process is Cloudagent Chat.

Cloudagent chat contains all the robust features of Cloudagent. Skill assignments, Live agent monitoring, Queues, numerous dashboards and reports. In fact, existing Cloudagent customers can just opt for the new add on and have blended agents who can receive calls and also chat with online customers. This is a one of a kind solution which is not available anywhere else.

With this step we are now in competition with Zopim, Olark and other live chat platforms. But we believe that we have a unique offering and our offering will be much cheaper than any other solution.

Getting started is simple.
If you are an existing customer, please contact your account manager or send a mail to support. We will get in touch with you and help you setup.

If you are a new customer:
1. Signup
2. Once you buy the solution, we will share a javascript snippet which you have to embed on your site.
3. Ask your agents to login and start receiving chats.

The current signup process is manual. You will be contacted by our sales team to help you setup as this is an early release version. Very soon we will have an online only onboarding process.

Friday, June 12, 2015

Marketing metrics for India B2B

Earlier, we did SaaS metrics for India B2B. Continuing in the same vein of transparency, in this blog post we are going to share our marketing metrics so that others who are starting up can use it for benchmarking purposes.

Just to be clear, we do not have a dedicated marketing team(yet) and these metrics most probably are not the best that can be done. So the following are some of the numbers

Paid versus Inbound marketing ratio: 50%
Cost of lead: Rs.1000(Averaged out)
CTR: 6-8%
CPC: ~Rs.50
Conversion rate(Signups): 10%

Its actually surprising how much of a machine paid marketing is. We can control the valve and increase or decrease leads based on the cost of the lead. I think this means we have not yet reached saturation point and can invest more in marketing right now.

I will share learnings in another blog post. Wanted to use this post more as just a benchmarking tool.

Please share your numbers in the comments below. Also let us know if we can improve our numbers somehow. What has been your experience?