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How can you improve First Call Resolution from your Freshdesk Window?

03 October in Customer Experience, Ozonetel, Telephony For Support

What is FCR ( First Call Resolution)? Any ticket/issue which can be resolved on a call without any follow-ups, either internal or external are known as First Call Resolution tickets. Why should you measure your FCR? If we can resolve most of the customer queries/issues/challenges on a call...

Insider tips on selecting the right cloud telephony

01 October in CRM Integration, Customer Experience, Ozonetel

Cloud telephony offers unmatched features, scalability, and cost-effectiveness compared to PBX systems, business phones, or legacy contact centers. But selecting the right cloud telephony solution isn’t easy. This article provides "insider" tips on how to selc the right cloud telephony solution. If you are a...

What Is Contact Center as a Service (CCAAS)? How Does It Work?

05 September in Ozonetel, Telephony For Sales, Telephony For Support

A contact center is vital to your business.  A good contact center lets customers contact you via different mediums like phone, text messages or even WhatsApp. Advanced technology helps you resolve issues promptly, track all communication, and glean insights needed to improve your business. But, did...