An online pharmacy company leveraged cloud telephony

Medlife.com is a technology company with a heart and dream that every Indian gets to access the best possible health care and aims to be the pioneer healthcare hub that would bring all stakeholders on a single platform, so that our customers can have a seamless health care experience.  
Challenge
  • Customer was using an Open source on-premise solution and does not have ready-made modules to work with, which are needed to run an efficient call center solution.
  • Most reports had to be made manually which in Ozonetel are ready-made.
  • No live dashboards or system monitors which can provide real time view of agents, call center metrics like AHT, Avg talk time, Connect ratios for outbound etc
  • No feature to automate Call flows for reminder calls or other action linked triggers linked with CRM information(CTI Integration)
  • No back-ups in case of PRI or internet going down
  • Customer was looking for a solution which can integrate with a SIM gateway to fire calls from mobile SIMs
Solution
  • Ozonetel deployed an on-premise solution for Medlife linking the solution with their own PRI from 2 different operators
  • On-premise solution was integrated with customer’s SIM gateway to make and receive calls on Mobile numbers
Result
  • Single platform to monitor all business communications has eased the tracking & monitoring process while simultaneously improving the call center’s performance.

72 agents on-boarded on Ozonetel at Bangalore location

Check detail solution for healthcare industry