Author: Ajay

Smoothly switch from chat to voice calls on Intercom

00:00 16 July in Ozonetel by Ajay

Announcing Ozonetel’s seamless integration with Intercom. A chat window on your website is a quick, inexpensive way to provide instant support to a customer or prospect. But have you noticed that when conversations start getting interesting, being limited to typing is frustrating? Because, when a prospect...

Yes. Your self-service bot also requires trained agent support.

00:00 21 February in Ozonetel by Ajay

3 reasons why well-trained, easily accessible staff are critical for implementing good self-service The tech-handicap that used to exist once upon a time is now history. Now everyone has a smartphone,  they are tech-literate and there is minimal resistance to the idea of self-service. Or that's...

6 features your voice bot needs for smooth conversations

00:00 24 January in Ozonetel by Ajay

What is a Voice bot? A chatbot or voice bot, as the name suggests is a virtual ‘Bot’ or computer program that conducts a conversation. Powered by artificial intelligence (AI) and natural language processing (NLP), these Bots are designed to simulate human conversational patterns. These bots...

How can Speech Analytics tell if my customer is happy or not?

00:00 17 October in Speech Analytics by Ajay

At the beginning and end of every call, your Speech Analytics system displays customer mood on your Agents dashboard. How does a machine understand whether your customer is happy or not? It uses two things: Natural Language Processing Sentiment Analysis Natural Language Processing. Conventionally, people used programming languages to...

Voice recognition will revolutionize IVR

00:00 06 March in IVRs by Ajay

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...

5 ways AI will Transform Our Call Centers in 2018

00:00 26 February in Artificial Intelligence by Ajay

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...