Many organizations across the industry use Ozonetel’s call center software for their inbound customer service operations. With Ozonetel's inbound call center solution you can setup a full-featured inbound call center without any up-front cost and zero maintenance.
Salient features of the call center solution include ready-made integration with all major CRM/ticketing solution and nearly 70 reports that complete picture of call center operations.
5 THINGS TO LOOK FOR IN AN INBOUND CALL CENTER SOFTWARE
1. CRM Integration
With our Open APIs, you can easily connect customer data with your call center by using our off the shelf CRM & ticketing integrations . Pull in customer data from popular CRMs like Salesforce, ZOHO, Sugar, FresDesk, ZenDesk or your custom-built solution. By connecting information in your automatic call distributor with data in your CRM, your agents are equipped to handle large call volumes quickly and efficiently. (Read more)
2. IVR Flexibility
As the customer touch-points with your business increase, it becomes critical for customers to get a consistent and seamless experience across all touch-points. With a Hosted IVR solution, the customers to are routed through an Automated Interactive Voice Response unit where they can choose the service they are looking for, while being guided through various voice pre-recorded voice prompts. Ozonetel offers a suite of APIs to integrate with various third party applications for building intelligent IVR systems or intelligent IVR as per your specific business need. Our APIs are system agnostic and work in a simple way of request and response. Explore more with us and test the limits of what you can achieve using our APIs.(Read more)
3. Automatic Call Distribution (ACD)Software
Automated or Automatic Call Distribution (ACD) Software is a technology that allows inbound call centers to distribute calls, emails, SMS, and social media messages to agents based on customer need and agent skill set. Instead of simply sending inbound requests to an available agent, ACD systems categorize calls and messages and automatically check the system to see which available agent has the most relevant skills and experience to help the customers.
4. Queue Monitoring
Manage callers in queue and quickly get them to agents with the skills to help. Compatible with IVR , chat , email, social media and more, our ACD multi-channel routing lets your customers choose how they want to interact with you. With our automatic call distribution software, you have complete control over how customers interact with your multi-channel call center.
5. Skill-based Routing for Agents
Your agents have specific strengths and weaknesses. Our automatic call distributor system routes calls to specialized agents who can best service your customers’ specific needs
If there is no available agent, calls are queued and music will be played
Time & event based MOH, queue position, estimated wait time (but Ozonetel doesn’t give this feature deliberately), queue timeouts
Give an option of voice mail, or call back within a stipulated time (this can be put in the dialer)
Define your AHT because it is an important SLA for your contact center and an important criteria for most customers
FEW ADDITIONAL FEATURES OF OZONETEL INBOUND CALL CENTER SOLUTION
If the agent is free, find the most idle agent, consider agent priorities if it is programmed. (As an admin, you can set who is the agent on priority)
You can define the time of the day for the calls to be routed to specific agents.
Barge-in & Call Monitoring
The supervisor has the ability to barge into a call and talk to the agent while the customer is on hold.
The supervisor can listen to a conversation between the agent and the customers.
The call is put into conference mode, the supervisor can talk to both the agent and the customer and try to resolve a problem.
Our CloudAgent comes with Call Recording feature that allows you to constantly monitor the performance of your individual agents, improve the quality of response and feedback to your customers and also for training purposes.
Short Message Service (SMS)
Other Key Features