CTI INTEGRATION - Integrate Freshdesk with Ozonetel's Cloudagent



Zoho-Ozonetel-Integration

Improve your agent productivity & customer satisfaction with our Freshdesk integration

Personalized greetings to callers + Streamlined agent workflows
  • For an incoming call, Agent's screen pops up with relevant customer information enabling a personalized greeting to each caller
  • Agent works within a single window of the integrated solution while accessing information about the callers

    • - Tickets history
    • - Automatic creation of tickets
    • - Further actions to manage tickets (Merge, Assign etc)
Agent Screen Pop-Freshdesk CTI Integration
Freshdesk CTI- Advanced Call Controls
Boost customer experience
  • Timely & accurate resolution of customer queries - Agent has access to the advanced call controls (Hold, Mute, Transfer, Conference) and can avail these options to resolve customer queries while on the call.
  • After the call is over, agents can write notes about call, which helps in customer follow up.


2 way information update
  • Voice call is an integral part of the helpdesk and the call is converted to a ticket automatically
  • Once call is completed, the Call details along-with the recordings are passed back to FreshDesk. 

  • All calls are tagged with recordings for future reference 

No manual intervention needed for logging in calls
CTI Integration, create ticket automatically


CTI Integration - Outbound Calls
Boost agent productivity for outbound calls

Contextual discussion with customer helps boost agent productivity in resolving customer issues. Agents while on the call with a caller

  • Timely & accurate resolution of customer queries - Agent has access to the advanced call controls (Hold, Mute, Transfer, Conference) and can avail these options to resolve customer queries while on the call.
  • After the call is over, agents can write notes about call, which helps in customer follow up.
Salient Features - Freshdesk CTI Integration
  • Converting calls to Tickets: Each Inbound call will be created as a ticket. Have the flexibility to either create a new ticket for every call or depending on the caller ID merge with existing ticket.Create your business rules and customize the integration as you need.
  • Unified Screen pop: Screen pop up page is defined and configured using APIs to open up the caller details on recent tickets automatically whenever an agent attends a call. Using Screen pop up – Agent can address the caller by name and view the ticket history. Agents can update caller details or write notes on the ticket. Dispose the tickets once in freshdesk and be done with it giving a unified experience to the agent.
  • Agents can update caller details or write notes on the ticket.
  • Tag Call recordings with conversations/tickets: Each call connected through Ozonetel /CloudAgent application is identified through a Unique ID , which has complete call history i.e., Start time, duration of call & call recording is available. A link for the call recording is given and all these details can be shown in freshdesk using the call data insert AP
Additional monitoring tools available as part of this integration, for boosting the call center productivity
  • Live "System monitor" to view, monitor, hear your agents speak on a real-time basis
  • Live dashboards to view & monitor key call center metrics average talk-time, average pick-up time, call connect ratios etc.
  • Supervisors have real time view of call center load to help plan for additional resources to handle peak traffic time
  • Access to over 70 reports to review & improve agent & call center productivity
Ask for a free demo today to experience our solution!