Ozonetel brings Single Widget within Zendesk for regular calls and WhatsApp chats

Ozonetel has announced the introduction of a single widget within Zendesk to manage both regular calls and WhatsApp chats without toggling between both the platforms.

Zendesk's leading customer support platform is widely adopted by small, medium and large businesses across 160 countries. WhatsApp has emerged as the go-to messaging application for over 1.5 billion customers globally. Businesses are rapidly adopting the platform to easily scale up their direct customer communications. Ozonetel’s KOOKOO CloudAgent integrates both WhatsApp and Zendesk seamlessly, allowing businesses to leverage these powerful tools for a superior customer experience. Ozonetel’s single widget allows agents to seamlessly switch between WhatsApp chats and calls within Zendesk- while viewing all relevant customer information simultaneously.

Other key features of this integration -

Call/Chat Routing: Calls and WhatsApp chat usually route to agents based on the call/chat queues. WhatsApp chats can be now be routed based on skill, priority, time or fallback rules to manage queues better.

Automatic Call Distribution: “Idle agent first” logic evenly distributes workloads amongst the workforce. Within each skill set this feature will be able to assign the call to the first available agent.

Automatic Call Logging: Calls get auto-logged into Zendesk, even if they are from a new customer, after office hours. Therefore, a call is never missed.

Through this integration, Ozonetel’s contact center solution will now offer multiple tools to help call center or contact center managers to manage, monitor and track customer interactions better, providing a truly Omni channel experience for customers.

Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel, says, “For a seamless experience at the customer’s end, one needs to have a seamless process at the agent’s end as well. Ozonetel has integrated existing calling platforms with WhatsApp chat to provide greater experience at both ends. Ozonetel has taken this initiative to build a truly omni channel experience.”