BANGALORE: Freshdesk and Ozonetel have partnered together to provide a comprehensive solution for businesses to manage their customer communication online and offline. Ozonetel has successfully integrated its Contact Centre solution, CloudAgent, with Freshdesk software to add telephony to the offering. With this integration, the calls can be handled intelligently and efficiently by the call center agents. The agents can view the tickets raised in Freshdesk and can greet the callers by their names, request them to enter their ticket ID and provide the ticket status to the callers. The callers are routed intelligently to the appropriate call agent based on the nature of the ticket. The integration provides businesses with a cost-effective, enhanced customer management solution.

Manage Costs & Improve Efficiency

The cloud piece of this is a major attraction. With more and more companies moving to the cloud for plug & play solutions that can work without installing any software or hardware, this type of integration in many instances is becoming a necessity. The Ozonetel's CloudAgent integration with Freshdesk provides what is characterized as "an immediate, market-ready solution at a fraction of the cost of other providers." The joint solution is aimed at contact centers as the additional functionality provides a unified view of distributed contact centers across cities or countries with simple integration points and little overhead. This is designed to both increase productivity and cut costs.

RaviRaj Chauhan from Aspring Minds says, "All the registrations done from the website are recorded on Freshdesk. These are then uploaded on the Ozonetel platform and the Ozonetel platform dials out to the registered users/customers to complete the registration process. The Ozonetel and Freshdesk integration is very flexible and we don't have to buy any hardware and software. Our agents can start dialling using a URL. We can ourselves design the calling pattern whether outbound or inbound using this solution. Aspiring Minds used inbound calling largely for support and outbound calling for marketing and sales for all registrations done on the website."

About Freshdesk: 

Freshdesk is a Cloud-based customer support software that helps businesses across the world make customers happy. Launched in 2010, Freshdesk has helped over 30,000 customers across the world, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and QuizUp to deliver exceptional customer experience. It lets companies efficiently categorize and prioritize issues, get as much information as possible about customers upfront and build a community of passionate customers through key features - multi product support, SLAs, automation features, a knowledge base, a self service portal and community forums presented in a simple and user friendly way.

For more information, visit www.freshdesk.com or follow on @freshdesk

About Ozonetel:

Ozonetel, a Telco-grade CaaS (Communication as a Service) platform on the cloud enables its customers to continuously engage with their customers throughout the customer life cycle through marketing, sales, support and retention programs. Ozonetel is the only Telco-grade multi-channel (voice, video, chat, sms) communication platform on the cloud in India. A business does not need to make investment in any on-site technology and in an IT team to manage and upgrade the communication piece. A business can expand globally in minutes with Freshdesk CRM and Ozonetel.

For more information, visit www.ozonetel.com or follow on @OzonetelSystems

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