CTI INTEGRATION - Integrate Kapture CRM with Ozonetel's Cloudagent



Zoho-Ozonetel-Integration

Improve your agent productivity & customer satisfaction with our Kapture CRM integration

Personalized greetings to callers + Streamlined agent workflows
  • For an incoming call agent screen pops with customer information enabling a personalized greeting to each caller
  • Agent works within Ozonetel solution, in a single window, while accessing all relevant information about the callers
    • - Contact information
    • - Update customer information
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On call updation of ticket status
  • Contextual discussion with customers helps boost agent productivity in resolving customer issues. Agents while on the call with a caller
    • Can observe the past ticket details
    • Update latest information in the tickets module

What made team achieved after integrating Cloud telephony system with Kapture using rich APIs available:
  • One can view caller details on their screen when they are receiving calls from their Published number/ TFN.
  • With this Agents shall have right information at their fingertips.
  • Agents can also make outbound calls from their mobile app (Kapture Mobile app) using Click2Call button.
  • A sales demo is given by team using a Virtual Number assigned to the team and get the conversation recorded for future reference.
  • For bulk calling, through CRM all caller numbers are added into CloudAgent Dialer using dialer APIs > that initiates auto dialing to the available Agents. With this the productivity of Agent is being utilized.
  • The caller details and recording links are integrated to respective profile page inside the CRM.
  • With the social media integration, all the twitter messages are shown in CRM real time.

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!