Wednesday, August 21, 2013

Taking a rural BPO operation live in a day - Just another day in the life of a cloud telephony company

August 14th:
Just another normal day of office. We are all working on our respective jobs( or playing TT :)). At 10:14 am we get a lead on our portal at http://www.cloudagent.in. This was from one of the biggest rural BPO organization in the country. Immediately sales team reaches out to the lead and gets the details.
The Requirement -
  1. Calls from every circle in India, have to be greeted and treated in their local language or atleast identified and tagged for that circle. 
  2. Also, calls should be routed to North, West, East and South based on circle of the caller. 
  3. All calls have to be greeted first, then loaded into the dialer so that heavy loads can be catered to.
This is for a prestigious government project and has to go live immediately after the independence day speech. Some time ago UPA government gives a nod for one of their dream project. Soon, a private BPO provider with agents from rural areas in India bags the contract and reaches out to us, Ozonetel, to help them out in setting up a cloud based call center.
Image courtesy:bpovoice.com

2:30pm:
All teams are a go for making this project a success. The telecom team reaches out to our partners in various telcos to get a fancy number. The provisioning team starts the resource provisioning process and the IVR team gets the requirement on the IVR.

5:30 pm:
Requirements are frozen and all systems are kept ready for deployment once the announcement is made.

August 15th

Independence day speech- The Prime Minister Announces about the project to the Nation to keep their promise.

9:00 am: Ozonetel starts work and deploys the contact center solution with the complete requirements in 4 hours. This includes configuring agents, setting up skills, configuring administrators, user management.

Every good thriller story has a twist and even our go live had a twist. Though we were told that the go live date would be August 17th, we were told at 12:00 pm that the advertisements about the service would come the next day itself and hence the go live would be on August 16th. No problems, the wonderful team at Ozonetel has handled much harder twists than this.

4:00 pm: The call center goes live with training to the agents for 15 minutes ( Our Agent UI is that simple to understand and use ). The agents take test calls and are happy with the simplicity of the system.

10:00 pm: Call testing is finished.

12:00 am: Ozonetel team calls it a day and the team break open a few bottles of beer.

August 16th:

The phone number is published in leading dailies and agents start getting live calls.

Now - We have a happy client, UPA breathes comfortably at the successful go live ( just kidding :) ) and our team still working on other such projects...its an every day job at Ozonetel to make live such projects....

More stories coming ....The real ones ...from the Experts in Cloud Telephony.

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