Ozonetel unveils first-of-its-kind contact center platform on WhatsApp
Organizations can now set up complete contact center operations on WhatsApp, increase customer engagement fivefold and cut costs by more than 75%
Ozonetel, a leading provider of omnichannel customer communication platforms, has launched a new comprehensive Contact Center as a Service (CCaaS) platform on WhatsApp. With this platform, organizations can set up complete contact center operations using WhatsApp and reduce operational costs by more than 75%. Businesses can expect to increase the number of customer engagements that contact center agents handle up to 5 times and improve their omnichannel customer experience much more effectively.
With Ozonetel’s CCaaS platform on WhatsApp, companies can orchestrate their end-to-end customer communication flow on a unified and seamless platform instead of managing different AI, cloud telephony and chat solutions. They will have access to all the contact center features needed to personalize customer communications at scale, including virtual numbers, automatic call distribution, interactive chat response systems, bots, and more. Brands can leverage the investment they’ve made in advertising their toll-free number and continue to use the same number for customers’ WhatsApp messages. They can receive calls and WhatsApp messages on the same number and allow the same agents to manage these conversations.
Ozonetel’s CCaaS platform has built-in AI capabilities that can automate conversations and allow contact center agents to manage multiple WhatsApp conversations at once, resulting in a 400% increase in customer engagements per agent and a 70-80% reduction in wait times. Organizations can choose a combination of bots, chat agents, and voice agents to give their customers a wealth of options.
Additionally, customers can connect directly with relationship managers, advisors, delivery partners, field sales teams, or their account managers via WhatsApp on the same hidden caller ID they use to contact them by phone. Organizations can track these conversations in real time and get detailed engagement stats through dashboards and reports. Ozonetel’s CCaaS platform can seamlessly integrate with almost any existing CRM solution and deliver nearly 95% customer satisfaction for self-service solutions implemented on WhatsApp.
Speaking on the occasion, Chaitanya Chokkareddy, Product Manager, Ozonetelsaid, “Customer demand for rich two-way conversations has grown exponentially over the past few years. Ozonetel’s CCaaS platform on WhatsApp will effectively meet the advanced messaging needs of businesses and their customers. This is powered by Ozonetel’s CloudAgent platform which handles over 2 billion conversations per year and powers over 100,000 contact center agents. We are excited to introduce a whole new dimension to contact center communication and management. »
Ozonetel is an industry leader in the customer experience (CX) space, providing businesses with a robust omnichannel platform to manage end-to-end communication flows. Its comprehensive AI-powered platform has enabled more than 2,500 companies to simplify, manage and analyze interactions at every stage of their communication and customer engagement journey. The platform helps businesses engage with customers at every touchpoint through voice, chat, SMS, WhatsApp, and other digital channels. It fully integrates with CRM and other business applications and provides a true omnichannel experience for customers. For more information, please visit www.ozonetel.com