Cloud-based contact center software provider Ozonetel Communications has integrated its KooKoo CloudAgent system with Freshworks' Freshdesk Mint. The integration gives agents access to all caller details and previous history prior to picking up the call.
"With a good telephony integration, businesses can deliver far more intelligent, personalized customer experience," said Prashanth Kancherla, vice president of international business at Ozonetel, in a statement. "Our integration gives current users, and those planning their upgrade to Freshdesk Mint, advanced contact center features from within their Freshdesk window.
"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 track of agent performance, abandoned calls, missed calls, and queue performance.";
Rajiv Ramanan, head of the Freshworks Marketplace and technical partnerships, added: "Ozonetel has had a long relationship with Freshworks. 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."