Ozonetel to rollout new solutions

Hyderabad: On-demand cloud communication and telephony solutions provider Ozonetel, based in Hyderabad and Singapore, is looking to introduce new solutions in the speech analytics space next month, followed by rollout of a natural chat agent in the next quarter, which will provide conversational interfaces for its customers. The company is also aiming to strengthen its footprint in the US market and make inroads into the European region, particularly in the UK.

The company recently integrated Google Business Message solution with its Cloud Agent platform. In the past, the company has partnered with multiple partners and channels to enable its clients to communicate with their customers more effectively. Chaitanya Chokkareddy, chief innovation officer, Ozonetel, told Telangana Today, “We have established a strong base in terms of cloud call centres over the last 10 years. For us, the future is going to be that of artificial intelligence, particularly in the areas of speech or call analytics. We are also concentrating on chat using natural language processing, by integrating tools and natural chat agents, so that we can deploy conversational interfaces for our customers. This will be introduced in the next quarter. The prototype is ready, and testing is on.”

Chokkareddy added, “In the speech analytics space, we will be introducing a new package next month for our call centre clients that will help them track aspects such as sentiment, emotion, gender detection, speed at which agents speak and other aspects for quality metrics using artificial intelligence.” Ozonetel, which though has been largely sector agnostic, has seen demand in certain verticals, post the pandemic outbreak. Delivery services startups, pharmacies and diagnostics for instance have seen a jump in demand. Even medical triage became prominent as governments wanted to track Covid positive patients and find out their symptoms and health condition. Sectors such as edutech are also seeing uptick, he informed.

Global footprint

The CCaaS (Contact Centre as a Service) provider, creates and deploys cloud contact centre solutions globally. The company has over 1,000 enterprise clients across the US, India, Singapore and the UAE, and its platform supports over 50,000 live agents and has handled over three billion calls. Ozonetel is keen on further expanding into the US, as it realises it is a big market and there is a right market fit for the company’s offerings.

“We launched our operations in the US last year and crossed a million-dollar ARR (annual recurring revenue) already. We initially thought that the cloud contact centre space is saturated in the US market. But realising that the market is big, we are expanding our presence this year. We are also going to foray into Europe, by initially tapping into the UK market. This will be another major market for us,” he emphasised. When asked about physical infrastructure capabilities, he said, “We have data centre coverage in 16 circles across India, complying with telecom regulations, barring the North East region where we are yet to foray. We manage the infrastructure ourselves, but we run out of colocation data centres established by other companies.”

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