Author: admin

Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts. Separated they live in Bookmarksgrove right at the coast of the Semantics, a large language ocean. A small river named Duden flows by their place and supplies it with the necessary regelialia. It is a paradisematic country, in which roasted parts of sentences fly into your mouth. Even the all-powerful Pointing has no control about the blind texts it is an almost unorthographic life One day however a small line of blind text by the name of Lorem Ipsum decided to leave for the far World of Grammar.

Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts.

Ozonetel is bringing the power of AI into call centers. Taking advantage of advances in the AI fields like Natural Language programming and Analytics— Ozonetel is creating smart assistants and analytic tools for the modern day call center.

Speech recognition, Speech analytics and Sentiment analysis have already been developed. Beta testing for Smart Assistant widgets is on. And, a completely AI integrated platform Kookoo 2.0 will be ready for rollout in July, 2018.

Here are the 5 big changes you can expect in the new AI powered call center of 2018.

1. Voice recognition will revolutionize IVR. NLP or natural language programming will bring big changes to the IVR.
2. Speech analytics will improve quality by 95%.
3. Sentiment Analysis will add a new layer to customer experience.
4. Call Center Data will get more valuable than ever. Machine learning is creating data driven organisations across industries. And Contact Centers will now join the tribe. Analytics will combine with NLP to create easy ways in which data is analysed and accessed.
5. Smart assistants will create targeted, tailor made customer experiences. Digital Assistants will combine predictive and prescriptive machine learning to help determine customer churn; predict sales; personalise pitch, optimise price and more.

Cloud telephony was a big wave when we pioneered it in India 10 years ago. Artificial Intelligence will be a tsunami. Early stage intelligent agents like Siri, Google Now are already making waves in the B2C markets. By year end, Forrester predicts that 10% sales will be through these intelligent agents. Changes in the way customers interact with brands will affect Contact center roles and expectations. 2018 will be a year of reckoning, and at Ozonetel we are determined to ensure every client has the tools needed to smoothly surf to the next level.

In the race for creating better customer experience, every millisecond counts. No bump in the customer journey is too small to ignore. In this context, let us relook at the IVR experience:

Long ago, IVRs efficiently replaced receptionists for answering calls. The IVR easily handled any number of callers and connected them to the right department. Callers learned to key-in their choices. And businesses learnt to simplify menu options.

But there is a small, small sacrifice that is still being made in the customer experience. Today technology makes it possible to remove that inconvenience: Voice recognition.

WHAT IS VOICE RECOGNITION?
Natural Language refers to the way people speak to each other. Voice recognition is a system’s ability to understand this natural language. This is the realm of NLP or Natural Language Processing, a form of Artificial Intelligence. In everyday life, we see NLP work on our phone’s digital assistants like SIRI and OK Google. We also interact with it on devices like Alexa, Google Home or Amazon Fire stick.

Now the same technology is available for your call centers.

HOW CAN VOICE RECOGNITION TRANSFORM IVR?

Currently, this is how callers experience your IVR:

Customer calls.
IVR gives standard welcome greeting and states menu options.
Customers listen, look at their keypad, punch in the numbers
And wait for a response.

It is a simple routine. But what if you could simplify it further?
Here’s the new scenario:

Customer calls.
IVR speaks: Hi.
Thank you for calling XYZ company. Please state if you
would like to be connected with sales or service?
Customer says: Sales. IVR connects.

This removes the small cognitive load of switching to the keypad. And by doing this, it removes the one roadblock in creating completely frictionless IVR experiences.

HOW ELSE CAN IT BE USED?

Here are some other ways, clients are using voice recognition within their call centers:

Improve customer surveys. How are you collecting feedback on customer experience? Use IVR + voice recognition to just ask them how they rate the call on a scale of 1-10. They just need to speak out the number. Your system will record it, and thank them.
Conduct surveys naturally. Now you can use your call center to conduct surveys using IVR + Voice recognition.
Make verification easier. Using birthdates or other details for your verification process? Customers don’t need to key in their answers anymore, they can just speak out their details, for a completely smooth , automated verification process.
Answer FAQ’s. Asking is easy; searching is not. Don’t make customers fumble around your website for answers to their frequently asked questions. We’ve used Voice recognition + IVR to create bots that listen to caller questions, if it is a frequently asked question, it will play a pre recorded answer. If not, it will connect the caller to a live agent.

CAN I USE THIS TECHNOLOGY TO CREATE AN INTELLIGENT VOICE BOT?
Yes. In the near future, you can have a voice bot answer your phone. These bots will anticipate customer needs and carry out natural, personalised conversations. Here is an advanced scenario of your IVR acting as a voice bot:

Imagine how much that will improve customer experience?

CAN I USE THIS TECHNOLOGY IMMEDIATELY?

Yes. Ozonetel’s tag allows the system to convert voice speech to text. It then analyses these words and categorizes it to “understand” what action to take. The system is currently being developed to understand American English, Indian English and Hindi. But more languages and accents can easily be added.

Looking for more details? Connect with us and our experts can guide you better .

Contact Centers have thousands of valuable data bytes stashed away as call recordings. Unfortunately it takes trained personnel 3.5 minutes to just listen to a 2 minute call for just keyword detection. Natural Language Processing (NLP) combines with Machine learning to to analyse every single call in minutes. The use cases for this are unlimited. But an immediate application will be seen in quality.Currently Quality assurance teams can go through about only about 5% of the total recordings. Speech analytics can go through every single recording— making the process 95% more accurate.Ozonetel’s Speech analytics system is already in use. Clients are using the system to get real time feedback on 4 parameters: greeting detection, agent quality, phrase detection and customer response. The system is 15x faster that a QA team in judging these basic parameters, giving real time feedback to the agent and improving quality drastically.

Integration for support
Combining the right telephony solution with your ticketing software leads to stellar customer experience. And it’s really not difficult; our plug and play solution installs in minutes; and embeds itself deeply and seamlessly into your CRM/ticketing solution. But what happens next? We asked our clients to outline how they combined telephony with their CRM/ ticketing to create better customer experience and efficient agent workflows. Here are their top 5 recommendations:

1. Use IVR to route calls by skill.
An IVR sounds professional and also helps you organize your calls. This is our clients’ most commonly used workflow. But we also have clients routing calls according to language or product.

This image has an empty alt attribute; its file name is 1-3.png

2. Recognize customers when they call with screenpop integrations.

Our clients tell us that the simple act of recognizing customers when they call really ups the satisfaction levels. Moreover, when the call comes in, all customer details display on the dashboard, so agents never have to ask customers to repeat their ticket details.

3. Save agent time with automatic call logging, single sign in and zero toggling.

Agents can take or make calls in their CRM window or their Ozonetel dashboard. They get all the advanced call controls they need from either window

They login to the ticketing software and Ozonetel with a single sign in.
Every call they take gets auto logged into their ticketing software. New numbers generate a new ticket automatically. And all details that an agent fills in gets updated in both software.

4. Don’t keep customers waiting.

Divert, capture and alert with voice mail integration. Customers expect you to respect their time. So don’t keep them waiting when your lines are busy.

Divert: Our clients divert customers to voice mail after 2 to 4 rings. Capture.
Ozonetel automatically logs the call into their CRM. If it is an unknown number, a new ticket is generated.
Alert: Ozonetel immediately sends an email to their mail id with a transcript of the call.Voice mail alerts are also used to capture calls during holidays, after hours and weekends.

5. Use auto dialers to catch up with the weekend in a snap. You may relax on holidays, but your Support stays on 24 x 7. Our clients keep their voice mail active during weekends. Come Monday morning, they push all the captured calls into their auto dialers to efficiently catch up.

6. Create personal connections with sticky agents. Our clients use the sticky agent feature to personalize customer support. This means that when a customer calls, Ozonetel connects them to the agent who last handled their ticket. How does this help? Two words:
happier customers.

Want to know more about how you too can create a contact center from right within
your ticketing software? Book your demo here. Or read our checklist on nightmares to avoid when choosing
your CRM+ telephony integration. Want more articles like this in your inbox, subscribe here.

Voice bots are not only bots your AI Driven Contact Center employs. Soon, AI will be part of your entire contact center ecosystem. Digital Assistants will help you route calls; create smarter dashboards; and let you access your analytics in far smarter and easier ways. All with one focus—boosting customer experience in exceptionally efficient ways.

Really Intelligent Call routing. Call routing will go beyond distributing workload and reducing wait times.AI will keep a track of your agents skills such as the ability to handle angry customers, technical expertise and more. They will analyse calls that come in based on requirement, urgency, customer mood and use all these considerations to route calls to the right agent. Instant feedback on every call.
Instant feedback will help your agent train far more effectively than quarterly or monthly audits.
Reduced ACW. SA driven dashboards are auto filled for agents who can approve with a single click.
Voice power. Speaking is 3x faster than typing. Your agents can now ask their dashboards for tools or information. No more typing and toggling. There is less cognitive load, higher speed and higher efficiency for everyone.

Once Machine learning is adopted successfully by the contact center, more applications will follow:

AI will study each and every customer and take customization to dizzying heights, prompting agents across the board with upsell & cross sell opportunities. Deep personalization will help agents fine-tune the pitch based on customer history, past purchase patterns, credit scores and more.
You won’t require any querying language or software to tap your contact center data. You can now speak to your analysis bot. You can ask it to analyse recordings for keyword searches, customer sentiment and agent performance using natural language.

Sentiment analysis instantly evaluates customer tone in a call. Currently, Ozonetel’s system is using this to judge a call sentiment as positive, negative or neutral. It is able to categorize this with a nearly 85% accuracy.
This gives management a new filter to:

Analyze Agent performance. Your smart contact center can see how many calls changed from neutral to angry. How many calls changed from angry to happy/neutral. And how many calls changed from neutral to happy. This gives you a new metric to judge agent performance and skill.
Train better. Recordings where customers are converted from angry to happy can picked out in seconds and used to train agents.
Reliably and impartially evaluate customer experience. Customer experience cannot be evaluated by going through just 5% of your recordings. But this is usually how many recordings a quality team can go through. Your sentiment analysis can go through 100% calls. You can get overall customer satisfaction indices that are impartial and thorough.
Find the root cause of negative (and positive customer) experiences. Now you can separate positive customer experiences from negative ones in minutes and then again use analytics to derive the reason behind the successes or failures, in minutes.
Get product and service insights.

You can filter angry customer calls and check for keywords like “complain” and to find product/service flaws.

AI-based Omnichannel Solution

Most Popular Feature

Call Center Metrics 2021

Author: admin

Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts.

Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts.

Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts.

Far far away, behind the word mountains, far from the countries Vokalia and Consonantia, there live the blind texts.