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CloudAgentCloud-based Contact Center Solution
1www.ozonetel.com
www.ozonetel.com
About Ozonetel
2
Ozonetel is a Global, Multi-disciplined CaaS (Communications as a Service) provider.
CaaS– outsourced enterprise communications solutions
(PSTN Cloud Telephony), Instant Messaging (IM), Collaboration and
Videoconference)
CaaSAllows businesses to avail services on a pay-as-you-go basis
Eliminates large capital investment
Offers flexibility and expandability for small and medium-sized business
Allows a change in network capacity on a daily basis
Keeps pace with functionality and demand of resources
Does not require major upgrades
Does not run the risk of technology getting obsolete.
Ozonetel has two core business offerings:
A Cloud based Marketing and Advertising Platform
A Cloud based Communications Platform
www.ozonetel.com
Connecting the Next 3 Billion
3
200 million mobiles in India
Reached
50+ million unique consumers
Presence in over
150 countries Managed by
serial entrepreneurs with multiple exits
Ozonetel today:
enterprise clients across
20+ verticals
1000+
Handled over
1.5 billion calls utilizing 40,000 ports
Reached
200 million unique callers per year Has over
4,000 developers using APIs on CloudAgent
Processes
12 million callsper day
Multi Channel
PSTN Gradeplatform
Reached
www.ozonetel.com 4
About CloudAgent
CloudAgent is a Cloud based Multi-channel Contact Centre Solution from Ozonetel which enables businesses to engage with their customers and thus:
For a Customer Experience that Takes You Ahead!
Establish Brand
Grow Customer Base
Decrease Churn
Increase Lifetime Value
www.ozonetel.com
CloudAgent
Enables SME’s to deliver multi-channel Customer Carecapability at highly optimised costs since we operate on an opex model
Boosts agent efficiency by 60% through single-window access to all call center applications
Offers valuable insights into calling patterns and provides reports across all dimensions
Reduces call handling time
through designed IVRs that answer queries before they reach the agent
Selectively judges agent
performance by customizingthe deciding parameters
Allows seamless integration into your business systems through
open APIs
5
www.ozonetel.com
Typical Call Flow
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Centralized Admin and reporting
Call Center in Bangalore
Customers
1. Customer calls the support number or sends a message or email or Social Media
2. Cloud Agent hits CRM API to generateticket
3. IVR is played to the customer4. CRM screen pop sent to agent screen
& ticket assigned to same agent5. Call is transferred to the agent
CRM
Multi-Channel Touch point
www.ozonetel.com
Distributed Call Center
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Customer dials the call centre
Route to local Franchise
Customer contact Database & Cloud Agent
Is it existing
customer
Yes
Call routed to Company local Branch
Did Franchise attend the
call?
Yes
No
Call routed to Company Call Centre
Did the branch
attend the call?
Call processed and recorded
Yes
No
No
www.ozonetel.com
Complete Package
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Speech Recognition
Text to Speech
Protocols
Telecom Hardware
• Licensing•Transcribing•Tuning & Scaling
• SIP• MSDN
• EI & SIP Trunks• Port Provisioning
• Network Setup
• Licensing• Tuning• Caching
ACD
DIALERS
Quality Monitor
API
Analytics
• Multi-tenant• Multi-Channel• Blended
• ACD• Dialer• CDR
• CDR• Agents• Process
• Contact recording
• Assessment• RCA
• Predictive• Progressive• IVR
www.ozonetel.com
Open APIs for Every Module
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www.ozonetel.com
Unified Agent Desktop
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www.ozonetel.com
Intuitive Agent & Admin Interface
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11
www.ozonetel.com
CRM & Ticketing Integrations
12
www.ozonetel.com
Key Benefits
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Scalable Solution: You can start with 1 agent and
scale to unlimited agents on the same platform
Intelligent IVR - which can be changed anytime
Flexible Staffing allowing to route calls anywhere across
India
Instant Activation of call centers in 19 cities
Instant ROI
with no upfront investment in hardware, software, or human
resources.
Personalized experience to customer
using advanced IVR integrations with Database
www.ozonetel.com
Competitive Edge
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Cloud Contact center
Robust PaaS(API Support)
PSTN + VOIP Cloud
Browser based contact center
India + SE Asia coverage
Based on publicly available information
www.ozonetel.com
Marquee Customers
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Healthcare
Classifieds
IT & Education
Ozonetel has been able to gain trust of respected brands across diverse sectors
Pharma & FMCG
Logistics
www.ozonetel.com
Marquee Customers
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Travel & LeisureeCommerce
Others
Ozonetel has been able to gain trust of respected brands across diverse sectors
BSFI
Government & Social
www.ozonetel.com
Clients Speak
17
Ozonetel has been a good partner in reaching out to the remote population. Integrating with Kookoo worked well for our mHealth solution as it allowed us provide services for improving healthcare and healthcare delivery. It also handled the voice and short messages delivery over mobile network. This flexibility is unique. Operational issues have been few; responses from Customer Care were prompt.
Ozonetel- FreshDesk integration is very flexible and we don’t have to buy any hardware or software. Our agents can start dialing using a URL. We can design the calling pattern, whether outbound or inbound, using this solution. Aspiring Minds used Inbound calling largely for support and Outbound calling for marketing and sales for all registrations done on our website
Having evaluated different providers, we found Ozonetel to be extra-ordinarily reliable. Ozonetel plays an integral role in helping Zomato scale up.
We evaluated companies and found Ozonetel to be best suited for our needs. Due to the per agent pricing model, we have managed to keep the overall CS cost at just under 0.5% of the overall revenue when revenue has grown 10 fold over 2 years. Due to the stable & robust solution we are consistently managing AHT of 2.5 minutes and able to achieve industry leading FTR of 85%.
Agarwal Packers & Movers Ltd.’s core expertise is to help people move their goods. Our expertise does not lie in running a customer support center which requires technology experts and huge capital investments. Ozonetel has been managing our voice communication for the last 48 months. We find the platform stable which takes care of voice communications, thus allowing us to invest time in other areas of business
Kamalika Sen, Senior Program Manager, Grameen Foundation
RaviRaj Chauhan, Aspiring Minds
Pankaj Chadha, Founder, Zomato
Hari Menon, Co-Founder & CEO, Big Basket
Navneet Agarwal, Director IT, Agarwal Packers & Movers
We had a great experience working with Ozonetel as their customer. We are a rapidly growing company, and they have been a great partner with solid technology and a responsive team to help us tackle the market.
Valerie Wagoner, CEO, Zipdial
We are seeing more and more demand from our clients for CRM integrated telephony solutions. CloudAgent for Zoho CRM offering makes our users more productive increasing and value of their deployment. We are very pleased to partner with Ozonetel.
Ian Wening, VP Business Development, Zoho Corporation Pvt. Ltd.
www.ozonetel.com
Growth & Presence
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Jammu & Kashmir
HimachalPradesh
Delhi
RajasthanUttar Pradesh
Jharkhand
Tamil Nadu
Karnataka
Goa
Andhra Pradesh
Orissa
Jharkhand
Maharashtra
Dadra &Nagar Havelli
Diu (UT)
Gujarat
KeralaPondicherry (UT)
ArunachalPradesh
Nagaland
Manipur
Sikkim
Bihar
West Bengal
Assam
Meghalaya
Tripura
Mizoram
Haryana
Punjab
Uttarkhand
Daman (UT)
AndamanIslands (UT)
NicobarIslands (UT)
POPS
CA Instance
MadhyaPradesh
San JoseVirginia
UK
South Africa
Kenya
Saudi
Singapore
Malaysia
Indonesia
Current Points of Presence (PoPs):2016 Planned Points of Presence (PoPs):
2015-16 expansion plans will deliver revenue and capability in over150 countries
Hyderabad, Bangalore, Chennai, Kolkata, Cochin, Mumbai, Pune, Delhi, Noida,
Chandigarh, Jaipur, Indore, Dehradun, Ahmedabad, Lucknow
POPS
CA Instance
www.ozonetel.com
Awards & Recognitions
19
Technology Innovation Leadership in Cloud Telephony
Solutions
Top 50 Marketing Startups in the World
Ozonetel, the only Asian Startup to Make it to Unilever Foundry
50 List
'Best Customer Relationship Initiative of the Year'
www.ozonetel.com
Case Studies – BigBasket.com
20
CLIENT
Big Basket is India’s largest online food and grocery store, with over 10,000 products and over 1000 brands. Big Basket sells products in categories such as fresh fruits and vegetables, grocery and staples, meats, personal care, and home and kitchen products
Abhinay Choudhuri, Co-Founder, BigBasket: “Partnering with Ozonetel has helped us provide multi-channel support to our clients in real time. They have helped us as we have scaled 10x in 2 years”
Challenges
• Ineffective voice/email customer management
• Delayed Social Media responses
• Non Scalable & Signifiant Capex requirements
Solution
First Touch Resolution
(Industry Best)
Capex
InvestmentMaintained ratio to revenue
despite sales growth of 10x
85%0.5% 0
www.ozonetel.com
Case Study – Shaadi.com
21
CLIENT
Anupam Mittal, Founder Shaadi.com: “We rely implicitly on Ozonetel for managing our leads and ensuring our members have a seamless experience as they reach out to us from our TV campaigns.”
Challenges
• No centralized visibility into leads
• Manual Data Entry into CRM
• Lack of connectivity between agent & CRM
Solution
Visibility pan India from
CRM System
Growth Enabled
with no CapexEfficiency in lead
management
Complete125% 200%
Shaadi.com is the world’s largest online matrimonial store. Part of People Group, it has more than 30 million members and has done more than 3.2 million couple matches since inception.
www.ozonetel.com
Case Study – Agarwal Packers & Movers Ltd.(APML)
22
CLIENT
Navneet Agarwal, Director IT, APML: “Our core expertise is to help move people and their goods. Opting for Ozonetel leaves me carefree not worrying about customer service and thus allowing me to invest time in other areas of my business.”
Challenges
• Missed business leads
• Rapid growth
• SLA breakages with corporate clients
Solution
Hires avoided due to
CloudAgent capabilities
Leads Dropped Growth of business with no
incremental cost
30045% 0
APML serves over 1200 locations across India and have moved more than 74,000 households in 2014 alone and serve 60% of the Indian corporate and individual market.
www.ozonetel.com
Case Study – Next Drop
23
CLIENT
Anu Sridharan, CEO Next Drop: “Ozonetel is an invaluable technology partner in our quest to try and impact millions of lives.”
Challenges
• Lack of knowledge of water delivery
• Creating connectivity between Valvemen & Citizens
• Productivity wastage for citizens
Solution
Wait time eliminated People Impacted
9.9 Million 20 - 40 Hours
Next Drop is a social enterprise aimed at solving the problem of when water supply reaches certain parts of the emerging markets. It has created an integrated network between residents and Valvemen.
