Features built for a better kind of conversation
See what’s inside the Ozonetel phone system
Sophisticated, Intelligent Contact Centre Features
Agent Dashboard
Call Controls
One-click mute, hold, warm transfer, and blind transfer features.
Customised Hold Music
Let customers listen to hold music or customised messages when on hold
Click to Call
Agents can click to call customers and prospects from their existing dashboard or from within their CRM.
ScreenPop
Agents automatically view relevant customer or prospect data during calls.
Call Forwarding
Calls can be auto-transferred to an agent’s mobile phone or landline at home or in the office.
Offline Agents
Agents can revive or make calls without login.
IVR Features
Drag & Drop Interface
Build and modify complex IVRs without wiring a single line or code.
Self Service
Give callers the option of self-service via IVR
Conversational IVR
Use speech recognition and AI to let customers carry out simple conversations with your IVR
Routing and ACD
Skill routing
Quickly route calls to the right agent or department.
Automated call distribution
Divide calls equally amongst your agents based on idle times.
After Hour Calls
Divert calls that arrive after work hours to agents in another time zone, IVR, or voice mail
Sticky Agent
Customer calls can be auto routed to their account or relationship manager
Fallbacks
Instead of keeping callers waiting in a queue, reroute them to fallback agents, or offer voice mail and/or callbacks.
Priority Routing
Integrate your ACD with your CRM to personalise how you respond to different customer segments.
Management & Analytics
Live monitoring
View agent performance, call queues, and campaign performance in real-time
Barge-in. Snoop & Whisper
Supervisors can silently join ongoing calls to identify training needs or help struggling agents.
Call Recordings
All calls are recorded and stored against customer ticket
CTI integration Features
Click to call
Click to call from within your CRM
Unified Window
Call dashboard opens within the CRM.
Screen pops
The system automatically retrieves relevant customer info from the CRM on incoming and outgoing calls.
Auto Logging
A new ticket is generated for all incoming calls from unknown numbers or auto-logged against existing tickets.
Advanced API
Open APIs are available for advanced customisation
Power Dialers
Predictive dialer
Uses an algorithm to predict& how many calls to dial per agent.
Power Dialer
Dials one phone number after the next, sequentially to connect agents to call recipients.
IVR dialer
Outbound IVR blasts to large databases.
Omnichannel Routing
ACD
Automatically distribute both calls and chats to the right agent in the right department
Blended Window
In blended view, the same agents can easily answer both calls or chats
Digital Channels
Interact on WhatsApp, Live Webchat, Facebook, twitter and more
Work From Home Features
Agile migration to WFH
Content related to Agile migration to WFH
Low bandwidth required
Content related to Low bandwidth required
Multiple login options
Content related to Multiple login options
