New York, NY, USA and Hyderabad, India, Oct, 2018 -- KOOKOO, the plug & play contact center software from Ozonetel, a Contact Center as a Service provider (CCaaS), announced its latest integration with Freshdesk Mint. Freshdesk Mint was released by Freshworks, formerly Freshdesk, in September 2017. The integration will be launched at Freshdesk's annual conference Refresh18 on October 10-11, New York.
Rajiv Ramanan, Head - Freshworks Marketplace and Technical Partnerships, spoke about the integration, "Ozonetel has had a long relationship with Fresh works. Their CTI integration with Freshdesk has helped many of our clients get the contact center tools they needed within their Freshdesk window. We are confident that this new integration will deliver the same dependable results."
"With a good telephony integration, businesses can deliver far more intelligent, personalized customer experience," says Prashanth Kancherla, VP-International Business, Ozonetel Communications, "Our integration gives current users, and those planning their upgrade to Freshdesk Mint- advanced contact center features from within their Freshdesk window."
"Customers hate having to repeat themselves to customer support centers. In fact, although this was the biggest customer complaint in the March 2018 CCW report, yet 54.9% contact centers still do not allow customers to move between channels without repeating information," explains Prashanth. "Our integration tackles this issue by giving agents easy access to all caller details and previous history. Agents can individualize their scripts, deliver a better experience and resolve problems faster."
Talking about the advanced contact center features, he adds, "Our integration allows us to create intelligent IVR systems for our clients. This may include self-service options or better call routing options. We also provide a number of reporting features that let management keep a track of agent performance, abandoned calls, missed calls and queue performance."
Posted by Veronica Silva Cusi, news correspondent
About Ozonetel Systems:
Ozonetel Systems is a Hyderabad-headquartered cloud telephony services firm.
Freshworks provides organizations of all sizes with SaaS solutions that make it easy for customer support, sales and marketing professionals to communicate effectively with customers for better service while also collaborating with team members to resolve customer issues. The company's products include Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat and Freshmarketer. Founded in October 2010, Freshworks Inc., is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks' headquarters are located in San Bruno, Calif.
Published: Friday, October 12, 2018
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