Cloud Telephony Experiments

Rant start : Have been seeing and hearing a lot about digital payments in India and how it will make us the best country in the world and how it will solve all our problems. And the path chosen by our tech brethren to move payments in India along the digital path is through apps. Because you know, apps are sexy. Apps are the in thing. Apps are the next best thing since sliced bread. Apps allow you to track the customers. Profile them . Make money out of them. Only problem, majority of India does not have a smartphone and those who have, do not want to install too many apps. The funny thing is, if you really want to enable consumers to transact digitally, there is a ready made channel available. It does not even need an Internet connection. It does not even need a user to be literate. Its the lowly voice channel on the telco networks. And on that channel we can build the original apps, also known as IVRs . But IVRs are not sexy. They just get the job done. And marketing ...

One of the most overlooked factors in implementing a call center is the IVR flow. Though we have one of the most powerful cloud telephony platforms, KooKoo , which allows you to create any IVR flow, many of our Cloudagent customers choose to just welcome a caller and connect them to an agent. An agent is the most costly resource in a call center and we should make judicious use of their time. A well designed IVR system does just that. Callers usually call for some information. If an IVR is intelligent enough to identify and give the information to the caller, the callers will be happy and your agents will be free to handle the more important calls. We will look at some good design principles for IVR design Personalize the IVR . Greet the caller by name. Reduce the depth of the menus. More than 2 is not suggested or your callers can get lost in a menu maze. Provide enough queues. Play queue position and provide option to caller to get a callback. Play contextual inf...

It has always been our vision to be the platform of choice for telephony application developers. Now that the core platform has stabilized over the past year we are looking at improving the ecosystem by providing more services on top of the telephony platform. Payments have been a big problem in India. A lot of transactions in India actually end with cash on delivery. An innovative new startup called Gharpay  has come up with a solution for the offline payment collection problem. In their own words Gharpay is a doorstep cash payment network. Accepting cash payments was painful before we started with the mission of making it easy for you and your customers. Most of your customers don't want to or can't pay you online. Accepting cash through Gharpay means more people can pay you and you don't have to change any process flow.  Please visit their site to get more information on how they work. We at KooKoo immediately saw a synergy and thought that it would be real...