Back to Case studyInnovative AI Service Provider, Rezo.ai, Benefits from TTBS Smartflo’sSecure Telephony Network
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Founded by an IITian couple, the company provides AI and ML-powered solutions to improve customers’ experience with services provided via voice, chat, email, and social media channels. It has its offices in India, the USA, and UAE.
The company’s proprietary platform combines deep learning with natural language processing (NLP) to scan customer and agent interactions to identify customers’ voices. The technology checks for unique signals in the communication and also for compliance and process adherence gaps in agents’ reactions, if any. For effective agent training, the NLP engine can show how effectively the agents have performed at customer service against the benchmarks set by their employer.
The company approached Tata Tele Business Services (TTBS) in their quest for a virtual PBX system. Instead of inflating their capital expense on the traditional voice service infrastructure used in offices, the team wanted to utilise its internet connectivity for structured telecommunication and data transmission.
Business Challenges
Working in a tech-enabled domain, the customer was aware of cloud communication’s benefits. Although they had plenty of choices in the systems using voice over internet protocol (VoIP), the idea was to own a reliable and enterprise-grade software that could be used to communicate securely with their clients and stakeholders.
The main expectations from the solution were:
- The ability to use calling services on any device via modes such as browsers, mobile app login, or mobile numbers configured for the portal
- The flexibility to record conversations directly over the platform and download call logs for analysis
- The scope of integrating CRM and a detailed dashboard to take notes for each interaction
Another desirable feature was minimising phone calls from bots and spam callers for effective incoming call management.
Such attributes could not be provided by off-the-shelf applications used for voice calls through the internet. Businesses of all sizes have successfully adopted the bespoke tools in TTBS’ cloud portfolio. Encouraged by their efficacy for daily workflows in office, work-from-home, and hybrid environments, the customer picked our SaaS solution to design their communication network.
TTBS Solution
The company had a high-speed internet connection that provided suitable telephony bandwidth. We deployed their virtual PBX system using Smartflo, which required no significant infrastructural components. The users simply needed to plug in softphones to their computers or mobile devices for using the configured service.
- As an anytime-anywhere cloud contact centre suite, Smartflo empowered the organisation’s employees to collaborate more effectively across their business locations as also with customers and investors. Its inbound and outbound calling features helped fulfil multiple communication objectives.
- The platform provided call detail records (CDRs) for each day of use. It allowed administrators to barge into and record conversations for reference without using any peripheral devices. Voice clips could be saved on the cloud or locally on a device.
- Smartflo’s CRM integration ability made it convenient to check contact details and new leads’ status. Users could type in notes for discussions on each call and could even choose which caller ID to display while making an outbound call.
With a host of features for effortless call management, our online telecommunication service became a valuable asset for a company that stays in sync with technologies to serve its customers.
TTBS continues to maintain 99.5% uptime and provides round-the-clock support to the customer to fulfil the endto-end SLA terms.
Benefits
- Smartflo: Integrated connectivity solution for data and voice services
- Secured interactions with IP restrictions, password/OTP/MFAprotected logins, and SSL encryptions
- Cost savings on expenses of installing hardware-intensive telephony
- Ease of scalability to handle more calls with business growth
- Better business intelligence with the ease of recording conversations with customers and leads
