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Ozonetel Introduces Single Widget Within Zendesk to Manage Calls and WhatsApp Chats

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Ozonetel, India’s provider of on-demand cloud communication/telephony solutions, today announced the introduction of a single widget within Zendesk to manage both regular calls and WhatsApp chats without toggling between both the platforms.

Zendesk’s customer support platform is widely adopted by small, medium and large businesses across 160 countries. WhatsApp has emerged as the go-to messaging application for over 1.5 billion customers globally. Businesses are rapidly adopting the platform to easily scale up their direct customer communications. Ozonetel’s KOOKOO CloudAgent integrates both WhatsApp and Zendesk seamlessly, allowing businesses to leverage these powerful tools for superior customer experience. Ozonetel’s single widget allows agents to seamlessly switch between WhatsApp chats and calls within Zendesk— while viewing all relevant customer information simultaneously.

Other key features of this integration:

Configure In Three Easy Steps

  1. Organizations will first have to get a WhatsApp Business API number
  2. The API number has to be configured in KOOKOO CloudAgent
  3. The company will now be able to start chatting with its customers within Zendesk

Call/Chat Routing: Calls and WhatsApp chat
usually route to agents based on the call/chat queues. WhatsApp chats can be now be routed based on skill, priority,
time or fallback rules to manage queues better.
Automatic Call Distribution: “Idle agent first” logic evenly distributes workloads amongst the workforce. Within each skillset this feature will be able to assign the call to a first available agent.

Automatic Call Logging: Calls get auto-logged into Zendesk, even if they are from a new customer, after office hours. Therefore, a call is never missed.

Through this integration, Ozonetel’s contact center solution will now offer multiple tools to help call center or contact center managers to manage, monitor and track customer interactions better, providing a truly Omnichannel experience for the customer.

Commenting on the integration, Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel, said, “For a seamless experience at the customer’s end, one needs to have a seamless process at the agent’s end as well. Ozonetelhasintegrated existing calling platforms with WhatsApp chat to provide greater experience at both ends. Ozonetel has taken this initiative to build a truly omnichannel experience.”

SMEStreet Desk

SMEStreet is fast growing platform dedicated to entrepreneurs from small and medium sized businesses (SMEs). Committed to facilitate Knowledge & Networking for Business Growth, SMEStreet offers value added content which shows the actual voice of Indian MSMEs.

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