Inbound Call Center Solutions

Features of Inbound Call Center Solution

Organizations over the world is using Ozonetel’s call center software for their inbound customer service operations. With Ozonetel's Inbound Call Center solution, you can set a full-featured inbound call center, without any up-front cost of . All that is needed is an internet connection.
Salient feature of call center solution is readymade integration with all major CRM/ticketing solution and nearly 70 reports that complete picture of call center operations.

Hosted IVR

As the customer touchpoints with your business increase, it becomes critical for customers to get a consistent and seamless experience across all touchpoints. With a Hosted IVR solution, the customers to are routed through an Automated Interactive Voice Response unit where they can choose the service they are looking for, while being guided through various voice pre-recorded voice prompts. Ozonetel offers a suite of APIs to integrate with various third party applications for building intelligent IVR systems or intelligent Dialer systems as per your specific business need. Our APIs are system agnostic and work in a simple way of request and response. Explore more with us and test the limits of what you can achieve using our APIs.

Automatic Call Distribution (ACD)Software

Automated or Automatic Call Distribution (ACD) Software is a technology that allows inbound call centers to distribute calls, emails, SMS, and social media messages to agents based on customer need and agent skill set. Instead of simply sending inbound requests to an available agent, ACD systems categorize calls and messages and automatically check the system to see which available agent has the most relevant skills and experience to help the customers.

Skill-based Routing for Agents

Your agents have specific strengths and weaknesses. Our automatic call distributor system routes calls to specialized agents who can best service your customers’ specific needs

  • Call on Hold

    If there is no available agent, calls are queued and music will be played

  • Music on Hold

    Time & event based MOH, queue position, estimated wait time (but Ozonetel doesn’t give this feature deliberately), queue timeouts

  • Fall back rules

    Give an option of voice mail, or call back within a stipulated time (this can be put in the dialer)

  • Average Handling Time (AHT)

    Define your AHT because it is an important SLA for your contact center and an important criteria for most customers

Try a free demo today to experience our Cloud Telephony Solutions!

Priority Routing

If the agent is free, find the most idle agent, consider agent priorities if it is programmed. (As an admin, you can set who is the agent on priority)

Time-based Routing

You can define the time of the day for the calls to be routed to specific agents.

Queue Monitoring

Manage callers in queue and quickly get them to agents with the skills to help. Compatible with IVR, chat, email, social media and more, our ACD multi-channel routing lets your customers choose how they want to interact with you. With our automatic call distribution software, you have complete control over how customers interact with your multi-channel call center.

Barge-in & Call Monitoring

  • Call Whisper

    The supervisor has the ability to barge into a call and talk to the agent while the customer is on hold.

  • Snoop

    The supervisor can listen to a conversation between the agent and the customers.

  • Intrude

    The call is put into conference mode, the supervisor can talk to both the agent and the customer and try to resolve a problem.

Call Recording

Our CloudAgent comes with Call Recording feature that allows you to constantly monitor the performance of your individual agents, improve the quality of response and feedback to your customers and also for training purposes.

Chat Routing

  • Give agents and customers the ability to interact over the web through CloudAgent Chat
  • Enable self-service, data-directed routing, skills-based routing, greetings, attention retainers, salutations, recording and reporting capabilities all within a single Cloud-based Contact Center Solution

Short Message Service (SMS)

  • Integrate with SMS carrier technology to leverage messages that contain customer-specific information. Enhance your overall outbound strategy within advanced list and campaign management
  • Get flexible dialing options with escalation and retry options, automation, and exclusions

Email Handling

  • Use established business rules to determine the action required for inbound email, including auto-acknowledge and auto-respond using natural language processing
  • Route email to a multimedia manager for additional actions
  • Address customer email inquiries with a personalized response
  • Send replies directly to customers via auto-response, or deliver answers to agents as suggested responses
  • Expedite the email creation process and proactively target customers

CRM Integration

With our Open APIs, you can easily connect customer data with your call center by using our off the shelf CRM & ticketing integrations. Pull in customer data from popular CRMs like Salesforce, ZOHO, Sugar, FresDesk, ZenDesk or your custom-built solution. By connecting information in your automatic call distributor with data in your CRM, your agents are equipped to handle large call volumes quickly and efficiently.

Other Key Features

  • Real Time Analytics

    Get live analytics and detailed reports

    Read more
  • Multichannel communication

    Communicate with you customers via multiple channels

    Read more
Try a free demo today to experience our inbound call center solutions!