Communications as a Service (CaaS) Featured Article

Ozonetel's CloudAgent Now in Zendesk App Store

July 22, 2015

One of the major trends in contact center solutions is the integration of such solutions with other important customer journey capabilities such as ticketing and customer relationship management (CRM) systems. The ultimate goal for such integrations at a high level is to assure that frontline customer engagement employees, contact center agents as well as sales and marketing people have the right tools and information to be more responsive with the benefits flowing directly to the bottom line in terms of operational efficiency as well as customer satisfaction. 

A recent example of this integration trend was the announcement that Communications as a Service (CaaS) solutions provider Ozonetel has integrated its CloudAgent platform with cloud-based software development company Zendesk’s service platform, which includes ticketing, self-service options, and customer support features, and the app is now available in the Zendesk app store.

Ozonetel revealed that the recent integration adds telephony to the offering. With this integration, it is noted that contact center agents can now view the tickets raised in Zendesk. This means they can greet the callers by name, request them to enter their ticket id and provide ticket status. Inbound callers are then routed to the appropriate contact center agent based on the nature of the ticket.

Since this is all cloud-based, the added functionality from the integration means there is a unified view for administrators of distributed contact centers across cities or countries with simple integration points and little overhead.

Features available via the integration include:

  • Multi-channel ACD
  • Call Flow (IVR) Control
  • Screen Pops
  • Automatic dialer
  • Call end triggers
  • Call quality monitoring
  • The ability to make inbound, outbound and blended calls through the app.

Ozonetel's CloudAgent integration with Zendesk provides what they are calling "an immediate, market-ready solution at a fraction of the cost of other providers." And, in a case of try it you may like it, Ozonetel is providing a free demo for those interested in taking the app out for a spin.

As the contact center world goes more omni-channel and cloud-based, providing contact center agents with enhanced contextual information is emerging as a requirement.  And, as this example and others demonstrate, that context includes being able to bring in information from a variety of systems that have historically housed siloed and valuable information.




Edited by Maurice Nagle

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