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 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.

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.


  1. Thanks for uploading this great article. keep uploading. Looking for Galaxy S7 Wallet cases??? Visit the site now.

  2. Great article. I really appreciate the hard work you put in it. Thanks a lot. Also get details about Galaxy Note 7.


  3. Have you heard about National Black Cat Day which is two days prior to National Cat Day.
    Check out my blog to get all the latest information about it and stay updated.

  4. In your blog I was happy to see your article, better than last time, and have made great progress, I am very pleased. I am looking forward to your article will become better and better. super mario world

  5. Pretty good post.wanted to say that I have really enjoyed reading your blog posts. Any way I’ll be subscribing to your feed and I hope you post again soon.
    financial advisors Bangalore
    financial planners in Bangalore
    registered financial advisor
    financial advisor Bangalore
    property investment advice
    best financial advisors in bangalore
    online financial planning

  6. thank you so much for this very usefull information. It's just a very effectively written article. It will likely be useful to anyone who makes use of it
    International School in bangalore
    Best International school in bangalore
    Best IB Schools in Bangalore
    Top international school in bangalore
    IB School in Bangalore
    International School in Bangalore

  7. I was very pleased to find this site.I wanted to thank you for this great read!! I definitely enjoying every little bit of it and I have you bookmarked to check out new stuff you post
    Chits company in Bangalore
    Chit fund company in Bangalore
    Reliable Chit company in bangalore
    Best Chit fund Company in bangalore
    Certified chit fund company in Bangalore

  8. I really enjoyed reading this post, big fan. Keep up the good work and please tell me when can you publish more articles or where can I read more on the subject?
    LDPE dealers in Chennai
    LDPE plastics materials dealers in Chennai
    LDPE wholesalers in Chennai
    HDPE dealers in Chennai
    Reliance HDPE plastics materials dealers in Chennai
    HDPE plastics materials dealers in Chennai

  9. Amazing Article ! I have bookmarked this article page as i received good information from this. All the best for the upcoming articles. I will be waiting for your new articles. Thank You ! Kindly Visit Us @ Coimbatore Travels | Ooty Travels | Coimbatore Airport Taxi

  10. Hi friends ! I'm Archana Kumari. I like to have bed relationship with different persons rather than with a single man for the whole of life. I do it for enjoyment. If you are interested in me then,
    Please follow me on the links given bellow.

    Mumbai Escorts
    Mumbai Call girls
    Escorts in Kolkata

    Escorts in Kolkata
    Escorts In kolkata
    Jaipur Call girls

    Kolkata Escorts
    Call girl in Kolkata
    House wife escorts in Kolkata

  11. เว็บไซต์คาสิโนออนไลน์ที่ได้คุณภาพอับดับ 1 ของประเทศ
    เป็นเว็บไซต์การพนันออนไลน์ที่มีคนมา สมัคร Gclub Royal1688
    และยังมีหวยให้คุณได้เล่น สมัครหวยออนไลน์ ได้เลย
    สมัครสมาชิกที่นี่ >>> Gclub Royal1688

  12. Big data is a term that describes the large volume of data – both structured and unstructured – that inundates a business on a day-to-day basis. big data projects for students But it’s not the amount of data that’s important.Project Center in Chennai

    Spring Framework has already made serious inroads as an integrated technology stack for building user-facing applications. Corporate TRaining Spring Framework the authors explore the idea of using Java in Big Data platforms.

    Spring Training in Chennai

    The new Angular TRaining will lay the foundation you need to specialise in Single Page Application developer. Angular Training