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Chaitanya Chokkareddy, CIO, Ozonetel talks about the use of his cloud technology to help the Corona patients in this interaction. His organisation built helpline for the Corona patients which many companies and hospitals used. This helpline can be used across India and may even be used across different geographical regions.
Describe how the Cloud helpline technology helped the Corona patients
Chaitanya - Last year, COVID led to widespread panic and uncertainty. Helplines setup via the Project Step One initiative and by State governments across the country helped disseminate accurate information and give first-level support to patients across the country. These helplines required extremely fast setups and used technology such as IVR and automated callbacks to handle the high call volumes. Cloud technology made it possible to set up these contact centers in 24 hours or less and connect patients to doctors volunteering from across the country. Our helplines were also used by other services such as PlasmaConnect that helped to connect patients to plasma donors when this was considered a viable solution for Covid treatment.
Does the cloud helpline use any Smart technology?
Chaitanya - Cloud helplines that were set up in India did not use any AI. However, they did use IVR, Automated Call distribution, and automated dialer technologies.
How investment intensive is it?
Chaitanya - These were zero CAPEX models. The helplines did not require any complicated hardware, software, or setup costs.
Are you offering it to the MSMEs or only to enterprises?
Chaitanya - Ozonetel solutions are used by both MSMEs and Enterprises.
How much revenue generations has it brought you?
Chaitanya - Ozonetel witnessed 100% growth from February 2020 to June 2021, in both revenue and agent number terms. More than 60% revenue came from sectors like healthcare, education, E-commerce, retail, real-estate, IT and BFSI. The Covid-19 pandemic brought in new business- We added 125 new customers from Jan- July 2021.