Contact Center Solutions Featured Article

Ozonetel Unveils AI-driven Contact Center Solutions

March 08, 2018

The cloud is a gateway for contact center enhancement, across the board: As made evident by growing adoption rates of cloud contact center solutions. Taking this transformation further, development in areas like AI, chatbots and natural language processing is evolving the face of customer service.

Yesterday, Indian-based Ozonetel announced the arrival of its AI driven contact center solution, unveiling three modules for the contact center and showcased the product roadmap. The first three AI driven applications include: Speech API, Smart Assistant Tools and Kookoo Intent.

Chaitanya Chokkareddy, CIO, Ozonetel Communications states, "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.”

The Speech API module is a powerful tool in reinventing IVR leveraging the rise in personal assistants like Siri and Alexa to empower an era of AI-powered conversational self service.

The Kookoo Intent module offers speech analytics, data mining and sentiment analysis – All in near real-time. From customer sentiment and agent performance, to keyword search and greeting detection; enabling companies to take advantage of the invaluable commodity that is data.  "We expect contact centers to start mining their data much more profitability, and want to give them the most advanced tools to achieve this," explains Murthy Chintalapati, CEO Ozonetel.

Taking customer data, the Kookoo2.0 Smart Assistants will craft personalized experiences, make optimal caller/agent matches and make real time suggestions to an agent while on the call.

These three modules are merely the beginning for the contact center solution company. By harnessing what natural language processing, smart assistants and bots can offer, and delivering just that in full force to the contact center, I’d say the future is bright for Ozonetel.

What’s in your contact center?

Edited by Mandi Nowitz