Provide Multi-channel ACD (Voice, Email, SMS, Social Media), IVR, Dialer, Quality Monitoring,
Interaction Intelligence and more ..
Start your contact centre in 30 minutes.
Zero installation, all contact center applications delivered out of internet browser
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Automate processes seamlessly using IVR Open Web API
Enable intelligent pre and post contact routing with integrated business rules
Offer Automated IVR Services 24x7, optimizing Agent time
Reduce agent contact handling time. Enable Agent Screen-pops for contact information, lead
management and much more
Integrate your CRM and other business systems using
simple Web CTI API
Build innovative apps such as pushing abandoned calls
to dialer queue for automated call back
Access Real-time dashboards from anywhere
Get real-time view of contact center KPIs
Monitor Agent Performance at real-time
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Cloudagent unified desktop gives agent single window access to all contact centre applications such as multiple-channels, dialers and more. Cloudagent, with it's advanced features like screen pop, ACD, skill routing, sticky agents, agent scripts etc has been proven to improve the contact center agent efficiency by 60%.
Interaction Analyst in Cloudagent is an advanced business intelligence tool which helps you get insights into your contact patterns. It offers more than 300 reports across all dimensions of a contact center. It can help you answer questions like "Who is the most efficient agent?", "What is the average call handling time for support skill?", "What is the peak hour for my call center?"
Customers contact your contact center to get
answers. Cloudagent, with Cloud IVR you can design complex IVRs
integrated with your back-ends to answer caller queries before they
reach your agents. Agents have access to contextual information about the caller including
previous contact history.
Cloudagent Dialer helps you reach customer
proactively. Different dialer type i.e. preview, progressive, IVR
lets you define the most customer friendly way to contact your
customer. Our dialers have helped increase agent productivity upto
400% as compared to manual dialing.
Cloudagent integrated voice logger allows supervisor to judge agent performance in context of the contact i.e. campaign, skill etc. Cloudagent allows to custom define the different weightage parameter applicable to particular skill/process allowing agent performance to be judged in terms of parameter that impact the process performance the most.
Cloudagent while a complete out-of-box
product, can still be extended to suite your business requirement.
Cloudagent simple Open API for CTI, CDR and Dialer allows you to
seamlessly integrate it with your business systems for an
end-to-end customized and optimized process performance.
Go live with contact center in few hours. Cloudagent delivers complete contact center over internet using web browser. Public Cloudgent requires no onsite installation. If you are planing 10-60 seats contact center, with agent distributed across locations or employing home agents, Cloudagent public is hassle free way to go. Agents can operate from any location, using basic internet and a phone.
With minimum infra install at your site, Cloudagent delivers best of public and private Cloudagent. If you are planing single site with 100+ seats, or data security is a key factor Cloudagent hybrid is the way to go. Cloudagent Hybrid allows horizontal scaling to any size and makes sure all data resides at your site. You can easily manage multiple hybrid and public site as a single virtual contact center with contact routing from any to any site.
Most of the popular CRM are integrated with Cloudagent. Full 360 degrees integration including custom IVRs using the CRM API, and all call details stored in the CRM makes your CRM central place to manage your customer relationship. Out of the box integrations enables CRM screens pops for customer details, case handling and call control from a single screen.
Play ticket details, display customer ticket details to agents, create tickets for calls etc. All these and more can be done using the Helpdesk software API and Cloudagent mashups.
Cloudagent is integrated with Analytics engine so that you can track your calls using the familiar Analytics reports. Advanced features can be used to analyze IVR call flows and call center performance
" We signed up with Ozonetel in July 2012 - the primary reason being that we were expanding to Hyderabad and Mumbai and had 5 more cities planned in 2013. Until July, we were using a solution that wouldn't allow us to use the cloud and have a seamless customer service experience across cities. We evaluated companies and found Ozonetel to be best suited for our needs. Due to the per agent pricing model, we have managed to keep the overall CS cost at just under 0.5% of the overall revenue when revenue has grown 10 fold over 2 years. Due to the stable & robust solution we are consistently managing AHT of 2.5 minutes and able to achieve industry leading FTR of 85% . "
Hari
Menon(Co-founder & CEO)
