July 2018 Cloud telephony systems pioneer Ozonetel launched a new omnichannel service widget— KOOKOO Interactive Assistant. The widget enables website visitors to place one-click, VOIP calls from the website. In a first–of-its kind move, it runs a parallel chat session concurrently with the voice call.
“The parallel chat session lets customers and agents exchange details that are frustrating to spell out over the phone. This includes names, email ids, links and booking ids,” Murthy Chintalapati, founder and chief executive officer, Ozonetel, explained. “ The agent can close the transaction two times faster.”
A study by the Professor Oldroyd, Massachusetts Institute of Technology, shows a ten-fold drop in conversion with just a five-minute delay in responding to leads. Yet, according to the 2017 Drift survey, only seven per cent of companies contact their leads within this five-minute window. The KOOKOO Interactive Assistant aims to plug this gap by allowing sales teams to connect to website visitors instantly.
“Web inquiries are hot leads,” said Murthy. “Visual IVR, Automatic Call Distribution and Skill Hunting speedily connect these leads to a free agent in the right department. Agents get dashboard alerts with call context. And, routing can also be prioritised, if needed.”
KOOKOO Interactive Assistant is supported by the KOOKOO Cloud Platform and KOOKOO CLOUDAGENT. The Cloud contact center software at the backend ensures advanced calling features, automatic call distribution, skill hunting and screen pop technology. Complete CRM integration ensures that caller details are captured automatically.
Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel, added: “Our Interactive Assistant closes the debate on live chat versus voice support. It delivers live chat WITH voice support. It takes the best of both worlds to create a truly responsive, mobile-first experience. We expect it to greatly benefit both sales and customer support.”
Ozonetel Communications, headquartered in Singapore, has been creating and deploying contact center solutions globally. Ozonetel has over 1000 enterprise clients across US, India and UAE. The platform supports over 50,000 live agents and has handled over 3 billion calls.
“The KOOKOO Interactive Assistant is in keeping with our desire to continuously innovate,” Chokkareddy said. “We concentrate on B2C customer engagement pain points. Early this year, we rolled out bots and artificial intelligence capabilities to further improve customer engagement.”