Features built for a better kind of conversation

Agent Dashboard

Available in all Ozonetel Solutions

Call Controls

One-click mute, hold, warm transfer, and blind transfer features.

Customized Hold Music

Let customers listen to hold music or customized messages when on hold

Click to Call

Agents can click to call customers and prospects from their existing dashboard or from within their CRM.

ScreenPop

Agents automatically view relevant customer or prospect data during calls.

Call Forwarding

Calls can be auto-transferred to an agent’s mobile phone or landline at home or in the office.

Offline Agents

Agents can revive or make calls without login.

IVR Features

Available in all Ozonetel Solutions

Drag & Drop Interface

Build and modify complex IVRs without wiring a single line or code.

Self Service

Give callers the option of self-service via IVR

Conversational IVR

Use speech recognition and AI to let customers carry out simple conversations with your IVR

Routing and ACD

Available in all Ozonetel Solutions

Skill routing

Quickly route calls to the right agent or department.

Automated call distribution

Divide calls equally amongst your agents based on idle times.

After Hour Calls

Divert calls that arrive after work hours to agents in another time zone, IVR, or voice mail

Sticky Agent

Customer calls can be auto routed to their account or relationship manager

Fallbacks

Instead of keeping callers waiting in a queue, reroute them to fallback agents, or offer voice mail and/or callbacks.

Priority Routing

Integrate your ACD with your CRM to personalize how you respond to different customer segments.

Management & Analytics

Available in all Ozonetel Solutions

Live monitoring

View agent performance, call queues, and campaign performance in real-time

Barge-in. Snoop & Whisper

Supervisors can silently join ongoing calls to identify training needs or help struggling agents.

Call Recordings

All calls are recorded and stored against customer ticket

CTI integration Features

Available in all Ozonetel Solutions

Click to call

Click to call from within your CRM

Unified Window

Call dashboard opens within the CRM.

Screen pops

The system automatically retrieves relevant customer info from the CRM on incoming and outgoing calls.

Auto Logging

A new ticket is generated for all incoming calls from unknown numbers or auto-logged against existing tickets.

Advanced API

Open APIs are available for advanced customization

Power Dialers

Available in Call Center Solution, Sales Dialer, and CX Hub

Predictive dialer

Uses an algorithm to predict& how many calls to dial per agent.

Power Dialer

Dials one phone number after the next, sequentially to connect agents to call recipients.

IVR dialer

Outbound IVR blasts to large databases.

Omnichannel Routing

Available in CX Hub

ACD

Automatically distribute both calls and chats to the right agent in the right department

Blended Window

In blended view, the same agents can easily answer both calls or chats

Digital Channels

Interact on WhatsApp, Live Webchat, Facebook, twitter and more

AI-Based Features

Available only in CX hub

Chatbots

Build a chatbot without writing a single line of code.

Voice Bots

Use AI to answer and speak to customers naturally.

Speech Analytics

Use AI to analyze and monitor customer sentiment and conversational quality on every call and chat.