Ozonetel Blog

Blog 2018-05-25T04:33:02+00:00

Staying human in the age of bots

As we market our voice bot and successfully implement increasingly complicated use cases, a big question I hear within the call center industry is “ What will the role of humans be in the call center now? Will bots completely replace people?” The short answer is “no”. The long answer is slightly more nuanced. Read on.. All of us are experiencing bots in some form or another. Chatbots are both expected and accepted now on most websites. Last year we introduced Voice bots too with a bang.  We see accuracy levels improving almost daily. We can soon expect this [...]

By | January 17th, 2020|Categories: Ozonetel|0 Comments

Dialing into the new year: Customer experience in 2020

It’s 2020 and anyone in the contact center space can clearly see CX and customer journeys have become the most pivotal points when it comes to successful operations and business growth. The transformation has been on-going, but with rapidly changing technological advancements and thereby varying touchpoints, CX has come into sharp focus.  So where is customer experience heading this year? What are the expectations? And more importantly, how will you meet them?  Customer convenience remains key Customers are becoming more demanding, more discerning and definitely more reactive if expectations aren’t met. Aren’t we all! With increasing options in products [...]

By | January 17th, 2020|Categories: Customer Experience, Snetiment Analysis, Speech Analytics|0 Comments

MOST IMPORTANT CALL CENTER TRENDS OF 2020

Everyone’s saying 2020 is going to be a year of upgrades. And we don’t deny that. This year, contact centers are going to witness technological changes like never before. From the advent of digital assistants to delivering customer curated services and knowing people more deeply, 2020 is just the beginning of a new era truly. Let’s check out what’s here for us. Powerful Digital Assistants + Voice Bots! This equation might sound too futuristic to a common man but is closer than we think. Voice bot integration with digital assistants is all set to interact with our customers more [...]

By | January 17th, 2020|Categories: Ozonetel|0 Comments

Voice Bot Conversations: Hype or Reality?

This article spotlights the growth of voice in India, one of the fastest growing economies and the second most populous country in the world. 2019 was termed the year of the voice. In the United States, over 60 million people owned smart speakers by the end of the year. Says Sarah Peres, in Techcrunch " The growth in smart speakers is part of a larger trend toward voice computing and smart voice assistants — like Siri, Bixby and Google Assistant — which are often accessed on smartphones". With the lines blurring between voice bots and virtual assistants, AI and [...]

By | January 15th, 2020|Categories: Ozonetel|0 Comments

5 reasons customers (still) need your contact center

Do you expect to create a product or service so perfect that customers never need to speak with you?  Don’t overlook the critical role of customer communications when growing your business. Here is why. Customers don’t pointlessly want to talk to your business. The popular quote by Jeff Bezos states it best “The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.” So why do businesses create call centers? Can’t they channel their customer service budget into marketing and product development instead? Unfortunately, not. There is an [...]

By | January 13th, 2020|Categories: Ozonetel|0 Comments