India
Singapore
UAE 
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.
Challenges
- The 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 a 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 activities linked triggers linked with CRM information (CTI Integration)
- No back-ups in case of PRI or the internet going down
- The 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
- The on-premise solution was integrated with the customer’s SIM gateway to make and receive calls on Mobile numbers
Result
- A single platform to monitor all business communications has eased the tracking & monitoring process while simultaneously improving the call center’s performance.
Check out the detailed solution for Healthcare Industry