Ozonetel, a leading cloud communication partner, today announced an integration with Zendesk, a cloud-based customer service software company. Ozonetel’s CloudAgent currently supports more than 1,000 brands to establish browser-based distributed contact centers in India, US and Singapore. With zero-installation and no upfront costs, Ozonetel’s CloudAgent enables all contact center applications to be delivered out of a browser along with agent tracking and advanced analytics.
“The integration brings about improved customer experience with support executive accessing customer data instantly,” says CSN Murthy, Chief Executive Officer, Ozonetel Communications. “The enterprises can have complete Contact Center as a Service at a fraction of the TCO they were spending before and improve customer satisfaction.”
Adds KT Prasad, Country Sales Director, Zendesk India, “Ozonetel’s CloudAgent is recognised as a market innovator in offering contact centre solutions, while Zendesk is a market leader in building technologies that improve customer relationships. This unique partnership will help address the growing demand for contact centre solutions from companies trying to find better and improved ways of engaging with their customers, no matter where they are.”
With the new integration, CloudAgent becomes even more imperative for enterprises using Zendesk by allowing them to service fully out of Zendesk’s interface. As a result, CloudAgent now provides businesses with a full-feature call center solution within the Zendesk application, and brings in additional features and flexibility for agents, supervisors and customers.
At one end, agents are supported with Screenpop and Click-to call features along with advanced features like call transfer, hold, and conference, while the other end provides self service capabilities for customers through IVR and other channels by simply entering a ticket number. For supervisors, the integration brings in live monitoring and dashboards with 70 ready reports to take real-time actions.
The integration is available on Zendesk at https://www.zendesk.com/apps/cloudagent/.