Thursday, July 30, 2015

Cloudagent launches Predictive Dialer

"A predictive dialer is an outbound call processing system designed to maintain a high level of utilization and cost efficiency in the contact center. The dialer automatically calls a list of telephone numbers, screens the unnecessary calls such as answering machines and busy signals, and then connects a waiting representative with the customer"--Web Definition

Today we are happy to announce that Cloudagent, your trusted cloud call center supports predictive dialing. This will help sales teams and outbound calling teams improve their efficiency by more than 400%.
Cloudagent predictive dialer improves your outbound process by completely automating the dialing process. And since this is a cloud based system there is nothing to be installed on premise.
Cloudagent predictive dialer supports multiple modes. The basic mode allows you to control the dialing process based on a ratio. The advanced mode uses a statistical engine to control the dialing pattern based on call connect ratios, talktime and other variables.
All this is configurable from the supervisor screen and agents can go into the predictive dialing mode by just choosing the mode in the agent toolbar.


Tuesday, July 28, 2015

Cloudagent Call Center Integration with Salesforce

If you are using Salesforce, then you know how important proper communication is for the success of your sales and support teams. It becomes all the more imperative to have a call center system which properly integrates with your CRM to assist you with the right tools.

You have to make sure that the right problem of the customer is addressed and the right points are made in a sale. To do this, access to contextual information is a must. Ozonetel's call center solution, Cloudagent, with its deep integration with Salesforce(Open CTI) now provides your sales and support teams with a full featured call center solution at their fingertips. The integration is available in the Salesforce marketplace. This is the only solution which provides a full featured call center solution inside Salesforce. There is no need to install anything else. This includes an agent toolbar for call transfer, hold and other advanced features. Supervisors can login to the supervisor console and use barge in facilities and monitor the call center.

This integration provides you with the following features:

1. Screenpops:
Context is everything. When you get a call from a customer/prospective customer, it is very important to know the context so that you can answer better. What was the last call with this customer? Are there any pending requests from this customer?
Cloudagent manages your customer profiles and updates the info after each call. This way, the information is still in one place, your Salesforce and you can access it when needed. Cloudagent does not access any of your data and your data is safe inside Salesforce. 
2. ACD:
Cloudagent provides all the features of a full fledged call center including ACD. You can define skills and other routing logic to manage your callers. You can even set your queue size and hold music. You can create skill groups similar to your groups in your Salesforce. You can create groups related to similar tickets.
3. Call flow(IVR) Control:
Since Cloudagent is integrated with KooKoo, you can use the full power of the cloud telephony platform to build complex IVR flows to your callers. A visual IVR designer is also included to create drag and drop flows. You can even configure what to do with missed calls or calls that go to voice mail Cloudagent integrates with Zendek to create a ticket and update the activity for the contact.
4. Call Control:
Your agent is speaking to the customer. Unfortunately, he cannot answer some queries. He needs to get a technical person/manager involved. What to do? With Cloudagent and its call control toolbar,its easy. Just click a button and conference another agent. Or transfer the call to an expert so that you can continue with other calls. Or place the caller on hold while you go get the details. All this and much more can be done with the agent toolbar.

5. Call end triggers:
At the end of the call the agent can have options to add a new contact or update existing contact. He can even set up follow up tasks. All from the same screen which saves a lot of time.


In addition to all this, Cloudagent provides a click to call facility inside Salesforce so that agents can click on a contact phone number from inside the system to initiate a call.
You can try all these features today. 
Ask For a Free Demo 
It takes 5 minutes to get your call center started on Cloudagent. Once setup, it can help your sales teams to close deals faster and your support teams to close tickets faster.

Thursday, July 23, 2015

IVR Speech Recognition- KooKoo can now hear you

When we acquired Yantrasoft, the goal was to integrate their speech capabilities into the core KooKoo platform so that KooKoo developers can start building speech applications.

We took a first step towards that goal today with the release of a new KooKoo tag, <recognize>. The tag is free for all users of KooKoo and all developers can immediately start using it.

Our vision is to solve the customer communication problem for businesses. This is another big leap in that direction. This will help your user communicate a lot more easily. 

Entering touch tones is inconvenient, where user has to move the phone from ear and back to press digits or has to put it in front on speaker phone. Imagine the same to be done when using handsfree in car. Our first release of digit pack solves this problem. Now user can just say the digits, confirm saying yes or no and navigate the IVR hassle free.

This would sound miniscule as compared to google and siri that recognize the natural dialogue. While we can talk about the tech that enables such recognition, I would just say that we are solving diffrent problem which has its set of challenges, that limits similiar recognition. Just to make a point, here is demo of how google works when on a phone call  https://www.youtube.com/watch?v=cN0q8SvlQAk. India with many dilalects makes it even harder.

Our approach allows speech to be helpful, but not blocking i.e we enable press or say. It may happen that speech may not work for someone, that doesnt stop him from using IVR, its his choice to say or press the button like regular IVR. Both will work seamlessly.

Our approach to speech is to make it easily available to our user, without they having to know about how speech recognition works, similar to what we did for telecom when we launched KooKoo. 

Ozonetel will be rolling out multiple domain specific word packs for e.g. cities/state, grocery, banking, insurance etc. These would be already trained and tested for accuracy, and our team would continuously monitor and improve it for better accuracy. Kookoo users just have to use the tag to add speech recognition to their application. 

The recognize tag allows you to include speech recognition capabilities into your IVR application. To start with we are just supporting a couple of grammars.

1. "digit" grammar: This will allow you to recognize digits spoken on the phone. You can use this to recognize pin numbers, OTP, phone numbers, IVR choices.
2. "yesno" grammar: This will allow you to recognize "yes/no". A little surprise, this grammar also accepts hindi. So it recognizes even "haan/naa".  Very useful to ask questions and get a yes or no answer from your callers.

Documentation

You can check out a small demo by calling 040-30247041. It will ask you to say a number from 1 to 9. Say a number from 1 to 9 and wait. The IVR will repeat the number spoken by you.

We are moving from "Please press 1 for sales or 2 for support" to "Please say 1 for sales or 2 for support". It will not be long before you can say "Please say sales or support" :)

Yeah Baby!

Signup for KooKoo
Wednesday, July 15, 2015

Cloudagent Call Center Integration with Zendesk


If you are using Zendesk, then you are in luck. The world's best cloud call center is now available in the Zendesk app store
Proper communication is most important for the success of your sales and support teams. It becomes all the more imperative to have a call center system which properly integrates with your CRM to assist you with the right tools.

You have to make sure that the right problem of the customer is addressed and the right points are made in a sale. To do this, access to contextual information is a must. Ozonetel's call center solution, Cloudagent, with its deep integration with Zendesk now provides your sales and support teams with a full featured call center solution at their fingertips. The integration is available on Zendesk at https://www.zendesk.com/apps/cloudagent/
This integration provides you with the following features:
1. Screenpops:
Context is everything. When you get a call from a customer/prospective customer, it is very important to know the context so that you can answer better. What was the last call with this customer? Are there any pending requests from this customer?
Cloudagent manages your customer profiles and updates the info after each call. This way, the information is still in one place, your Zendesk and you can access it when needed. Cloudagent does not access any of your data and your data is safe inside Zendesk. 
2. ACD:
Cloudagent provides all the features of a full fledged call center including ACD. You can define skills and other routing logic to manage your callers. You can even set your queue size and hold music. You can create skill groups similar to your groups in your Zendesk. You can create groups related to similar tickets.
3. Call flow(IVR) Control:
Since Cloudagent is integrated with KooKoo, you can use the full power of the cloud telephony platform to build complex IVR flows to your callers. A visual IVR designer is also included to create drag and drop flows. You can even configure what to do with missed calls or calls that go to voice mail Cloudagent integrates with Zendek to create a ticket and update the activity for the contact.
4. Call Control:
Your agent is speaking to the customer. Unfortunately, he cannot answer some queries. He needs to get a technical person/manager involved. What to do? With Cloudagent and its call control toolbar,its easy. Just click a button and conference another agent. Or transfer the call to an expert so that you can continue with other calls. Or place the caller on hold while you go get the details. All this and much more can be done with the agent toolbar.

5. Call end triggers:
At the end of the call the agent can have options to add a new contact or update existing contact. He can even set up follow up tasks. All from the same screen which saves a lot of time.

In addition to all this, Cloudagent provides a click to call facility inside Zendesk so that agents can click on a contact phone number from inside the system to initiate a call.
You can try all these features today. 
Ask For a Free Demo 
It takes 5 minutes to get your call center started on Cloudagent. Once setup, it can help your sales teams to close deals faster and your support teams to close tickets faster.

Tuesday, July 7, 2015

Cloudagent Call Center Integration with Sugar CRM


If you are using Sugar CRM, then you know how important proper communication is for the success of your sales and support teams. It becomes all the more imperative to have a call center system which properly integrates with your CRM to assist you with the right tools.

You have to make sure that the right problem of the customer is addressed and the right points are made in a sale. To do this, access to contextual information is a must. Ozonetel's call center solution, Cloudagent, with its deep integration with Sugar CRM now provides your sales and support teams with a full featured call center solution at their fingertips. The integration is available on Sugar CRM App exchange
This integration provides you with the following features:

1. Screenpops:
Context is everything. When you get a call from a customer/prospective customer, it is very important to know the context so that you can answer better. What was the last call with this customer? Are there any pending requests from this customer?
Cloudagent manages your customer profiles and updates the info after each call. This way, the information is still in one place, your Sugar CRM and you can access it when needed. Cloudagent does not access any of your data and your data is safe inside Sugar CRM. 
2. ACD:
Cloudagent provides all the features of a full fledged call center including ACD. You can define skills and other routing logic to manage your callers. You can even set your queue size and hold music. You can create skill groups similar to your groups in your Sugar CRM. You can create groups related to similar tickets.
3. Call flow(IVR) Control:
Since Cloudagent is integrated with KooKoo, you can use the full power of the cloud telephony platform to build complex IVR flows to your callers. A visual IVR designer is also included to create drag and drop flows. You can even configure what to do with missed calls or calls that go to voice mail Cloudagent integrates with Zendek to create a ticket and update the activity for the contact.
4. Call Control:
Your agent is speaking to the customer. Unfortunately, he cannot answer some queries. He needs to get a technical person/manager involved. What to do? With Cloudagent and its call control toolbar,its easy. Just click a button and conference another agent. Or transfer the call to an expert so that you can continue with other calls. Or place the caller on hold while you go get the details. All this and much more can be done with the agent toolbar.

5. Call end triggers:
At the end of the call the agent can have options to add a new contact or update existing contact. He can even set up follow up tasks. All from the same screen which saves a lot of time.

In addition to all this, Cloudagent provides a click to call facility inside Sugar CRM so that agents can click on a contact phone number from inside the system to initiate a call.

The open source nature of Sugar CRM allows you to create integrations at the deepest levels with your call center. 

Send alerts to all your leads. Engage with them. Connect with them as soon as they fill up your lead form. 

You can try all these features today. 
Ask For a Free Demo 
It takes 5 minutes to get your call center started on Cloudagent. Once setup, it can help your sales teams to close deals faster and your support teams to close tickets faster.

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.