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Missed Call Service is an innovation in India which has become a smart tool to involve and engage customers for brands or any business in India. While, Missed Call Service has been used in many ways, Ozonetel, a leading Cloud Telephony Service provider, based in Hyderabad has implemented this “Missed Call Service” to connect with customers for many large clients. It has already handled 700 million “Missed Call”s in last 9 months and its on course to generate a billion Missed calls by April 2015.

Ozonetel boasts of clients like ZipDial, RedBus which have been using its Missed Call Service for last four years and generated huge number of Missed Calls so far and this year the volume will cross a billion in number of Missed Calls and is going to be a World Record!
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Advantages of IVR in smartphone Era

Mobile phones in last 10 years have seen major change of its usage. Gone are the days when mobile phone was a replacement of POTS ( Plain Old Telephone System) which could be kept in pocket and moved around in town. Now a days, specification of mobile phones mentions of 2.4GHz processor, 4GB RAM, Full HD Display, 128GB memory, Digital Dolby sound which look specifications of high end Laptop! And with battery to last for 12 hours with continuous usage. Mobile phones now act as a TV, Books, Computer with high speed internet connection, Music System, Alarm clock and yes, one can make and receive calls. No wonder, mobile phones are now called smart-phones! I would have preferred to call them “PhoneTop” (Mobile Phone + Laptop)!

So, Smart-phones are increasingly being used in call center solutions as well as many customer service solutions too. It is increasingly being used to lodge complaints by customers, check complaint status without making any voice calls, but just by visiting websites. IVR does the same thing using voice. Smartphones are now become very much affordable ( costing just $35 in India) along with internet data connection. But still, IVR holds advantages over smartphones for complaint management systems, customer service. And most of the time, smartphones or IVR should not treated as competitor, rather force multiplier.

Advantages where IVR holds over Smartphones are:-
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Usage of Bulk Voice Calling or Outbound Voice call has been increasing and it is being used in many industries. Outbound Call is no longer just a alert information service or emergency communication service.

Outbound calling is even used to provide free music to subscribers free of cost! Imagine, the same was only provided as incoming calls and up to Rs. 6/p per minute charged not so long ago as a VAS ( Value Added Service) by mobile operators.

With availability of affordable smartphones as well as mobile data services, users have many options for entertainment and entire web-based applications for any services have moved to smartphones. And outbound voice calls have also seen massive growth along with growth of smartphones.
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Many people have been annoyed due to unsolicited marketing calls ( also known as “Pesky Calls”, Spam Calls) that government maintains NDNC ( national Do Not Call) registry where one can register her number and all such pesky calls would be blocked.

Bulk Voice Call providers are required to screen mobile numbers using this NDNC database before making and outbound call. While this is a good way to block such irritating and annoying calls, there are few reasons why one should not add their numbers in such database:-

1. There is thin line between pesky calls and important announcement/information. Some information may be really beneficial. There may be few good discounts/ good deals one may be missing because those information are blocked by adding your number to NDNC.
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IVR Based Missed Call has really grown big way in last two years and it has found many diverse applications in India. Missed Call System has long outgrown the days when it was used for supporting for a cause or a mere voting system. It is now being used for providing voice content on phone, real world problem solving.

I think, one of the major reason for growing usage of Missed Call System is, its free for the user. Before Missed Call was used for many voice application, it was already in use by various individuals to exchange simple information.
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Most of the time IVR ( Interactive Voice Response) Systems for a company are called IVR Portal – A portal which literally mean an imposing gate. It surely works as an gate for the company that owns the IVR system as it greets every visitor which reaches to the company using a telephone.

Similarly, an website of a company or a organisation works as similar ‘gate’ where anyone who tries to reach them using internet, is greeted by their website or web portal.

From above, it is quite clear that IVR portal for any company is equally important as web portal for that company of business. There are many website companies who has been providing web portal services to many businesses, which has helped business grow. But, not many businesses have used or leveraged IVR portal to grow their business, specially in India. But in other developed market like USA and Europe, almost every business houses use IVR.
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IVR System for restaurants

With increasing urbanization as well as upwardly mobile families, eating out on weekends or even week days have become quite normal in India, creating requirement of booking for tables in any popular restaurants. Many restaurants now provide home delivery of food which is normally done over telephone.

IVR For Restaurants

IVR For Restaurants

So, IVR Systems can help restaurants automate many mundane processes of booking tables, taking orders which is being done manually over phone and save cost as well as increase efficiency. Here is how:-

1. IVR System will receive all incoming calls
A simple IVR System for Restaurant will receive all incoming calls, will never miss any call or no caller will ever get a busy tone. This will not only help brand building, but also help increase sales immediately.
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Bulk Voice Calling and IVR System

Normally, outbound IVR System or Bulk Voice call has been widely used now a days to advertise products, either for selling or promoting. This has been copied directly from its previous form of mass promotional activity using SMS ( Short Messaging Service) using voice forms, instead of text form.

Over the years, this service has been used(misused) so much that NDNC ( National Do Not Call ) Registry has been set up by government in many countries which maintains telephone numbers where any promotional call can not be made without any explicit written consent. And this has again given rise to the concept known a “transactional message”, which means any important alert message/calls can be sent to phone numbers which are even registered with NDNC. Apart from this, in order to help people avoiding picking up pesky calls, all promotional calls has be made from designated series +91140 series numbers in India.

And these measures have been successful in preventing many pesky calls. But the question arises, are these measures meant to prevent pesky or unwanted calls depriving people of getting useful information in time ?
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What is Reverse Missed Call ?

Missed call is being widely used now a days for polling, surveys etc. as it is one of the most cost affective solution with many information. Similarly, Reverse missed call can also be used to monitor appliances. Reverse missed call could be defined as a outbound IVR system which dials out pre-defined mobile numbers at regular intervals and stores information of ringing time and disconnect time. Based on this time, it decides a logic like on or off. For example, street light status.

While in missed call service, a person dials a number and a IVR system disconnects the call, here IVR systems dials out and either a person or a small GSM device disconnects the call, after number of rings. This number of rings is then recorded at IVR server for further processing.
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Complaint Management System is a business process where normally existing customers lodge complaints for the products, services. It is always triggered by customers and has to logged by the the product supplier or service provider and resolve the complaints and then close complaint.

Complaint Management System

Complaint Management System

This is part of post sales/post installation business process which deals after sales service and customer satisfaction. Automating this process not only increase customer satisfaction for speedy complaint resolution and reduce cost, but it also help analysis complaint data and improve the product or services.

Industries which must use Complaint Management System:-

1. Industrial Townships
Industrial Township are complete township where many families live, normally in outskirt of a city. Maintaining industrial township, they must use Complaint Management System.
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