How to make collection calls? Cash in on the right technology.

00:00 13 November in Ozonetel by Sudhamay

“A customer who is delinquent on a loan is, first and foremost, a customer. If handled correctly, a collections customer can still yield new sales. If handled incorrectly, current and future sales could be lost.” Chris Maranis* As most contact centers for financial institutions, products and...

A Quick & Easy Guide to ‘Automatic Call Distribution’

00:00 05 October in Ozonetel by anita

ACD, aka Automatic Call Distribution, is a telephony software tool that automates incoming call distribution amongst your staff. A business can define rules for how this distribution takes place, based on their needs.  Generally, an ACD works with your call routing parameters to connect callers to...

Smoothly switch from chat to voice calls on Intercom

00:00 16 July in Ozonetel by Ajay

Announcing Ozonetel’s seamless integration with Intercom. A chat window on your website is a quick, inexpensive way to provide instant support to a customer or prospect. But have you noticed that when conversations start getting interesting, being limited to typing is frustrating? Because, when a prospect...


Top 5 ways to reduce customer wait times

00:00 09 March in Ozonetel by kimsuka

Don't keep callers waiting on hold or on long call queues. These 5 resources outline the top ways to reduce hold times for your customer: Keep call queues short. Our call queue management blog outlines how automatic call distribution, fallback rules, reports, voice mail and...

Do customers like your voice bot? Tips to ensure a good persona.

00:00 06 March in Ozonetel by Brian

Bots with boring generic robotic voice only belong in campy sci-fi movies. The key features when planning a conversational interface for your business are: Its ability to understand your customer, its ability to allow interruptions, quick response times, AI-powered continuous learning ability, and its ability...

Workforce management

Workforce Management in the Call Center

00:00 01 March in Ozonetel by prerna

Call volumes constantly fluctuate. Staff doesn’t always turn up for work. But your customer doesn’t know that: They still want the phone answered fast! You need to keep the show running smoothly. You need to predict and plan—sometimes on the fly—for using your staff efficiently....

Yes. Your self-service bot also requires trained agent support.

00:00 21 February in Ozonetel by Ajay

3 reasons why well-trained, easily accessible staff are critical for implementing good self-service The tech-handicap that used to exist once upon a time is now history. Now everyone has a smartphone,  they are tech-literate and there is minimal resistance to the idea of self-service. Or that's...

Now, let KOOKOO manage your Zendesk Talk calls better

00:00 12 February in Ozonetel by anita

To create a productive work environment, it is essential to have a ‘complete’ support system in place. And sooner or later, that means a well-managed phone support system. Because sooner or later, your live chat, emails or messaging won't cut it—your customer will want to speak...

Lessons from CES2019 for customer communications

00:00 08 February in Ozonetel by kimsuka

If you are involved in shaping your business’s customer interactions, then the world’s largest consumer electronics show might have some unexpected insights for you. For managers shaping and measuring customer experience, CES means one thing: the all-important indexing of your Customer Effort Score. But there is...