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TMCNet:  Ozonetel Integration With Freshdesk's Latest Mint Edition Removes Major Pain Point in the Customer Experience

[October 09, 2018]

Ozonetel Integration With Freshdesk's Latest Mint Edition Removes Major Pain Point in the Customer Experience

NEW YORK and HYDERABAD, India, October 9, 2018 /PRNewswire/ --

KOOKOO, the plug & play contact center software from Ozonetel-a rapidly expanding Contact Center as a Service provider (CCaaS)- announced its latest integration with Freshdesk Mint. Freshdesk Mint was released by Freshworks, formerly Freshdesk, in September 2017. The integration will be launched at Freshdesk's annual conference Refresh18 on October 10-11, New York.

What does this integration mean for Freshdesk users? 

Rajiv Ramanan, Head - Freshworks Marketplace and Technical Partnerships, spoke about the integration, "Ozonetel has had a long relationship with Fresh works. Their CTI integration with Freshdesk has helped many of our clients get the contact center tools they needed within their Freshdesk window. We are confident that this new integration will deliver the same dependable results."

"With a good telehony integration, businesses can deliver far more intelligent, personalized customer experience," says Prashanth Kancherla, VP-International Business, Ozonetel Communications, "Our integration gives current users, and those planning their upgrade to Freshdesk Mint- advanced contact center features from within their Freshdesk window."

How does this improve customer experience?

"Customers hate having to repeat themselves to customer support centers. In fact, although this was the biggest customer complaint in the March 2018 CCW report, yet 54.9% contact centers still do not allow customers to move between channels without repeating information," explains Prashanth. "Our integration tackles this issue by giving agents easy access to all caller details and previous history. Agents can individualize their scripts, deliver a better experience and resolve problems faster."

Talking about the advanced contact center features, he adds, "Our integration allows us to create intelligent IVR systems for our clients. This may include self-service options or better call routing options. We also provide a number of reporting features that let management keep a track of agent performance, abandoned calls, missed calls and queue performance."

About Ozonetel 

Ozonetel Communications was founded in 2007. It is the only contact center to own the complete stack -- both the CPaaS platform and the contact center product. Ozonetel's clients range from startups to large enterprises with points of presence across both PSTN and VOIP countries like the US, Singapore, UK, UAE, and India. Ozonetel can deliver Contact Center as a Service (CCaaS) across 160+ and currently has offices in India, the United States, and Singapore.


SOURCE Ozonetel Communications Inc.


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