Contact Center Solutions Featured Article

KOOKOO for Omnichannel

July 23, 2018

The face of the contact center is changing. The modern, omnichannel contact center is cloud powered, feature-rich and flexible. The priority placed on customer service is spurring innovation among contact center solution providers – Each attempting to deliver the tools necessary to live up to lofty expectations.

Ozonetel unveiled KOOKOO Interactive Assistant, the cloud communication provider’s omnichannel service widget allows for one-click, VoIP calls with a parallel chat bringing a more complete communication experience between customers and agents.

Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel, stated, "Our Interactive Assistant closes the debate on live chat versus voice support. It combines both platforms to create a truly responsive, mobile-first experience. We've bundled features to benefit both sales and customer support."

The beauty of the “side  by side” experience is it allows for the chat window to more easily exchange information. For instance, names, addresses or identification numbers can be shared over chat, removing the possibility for miscommunication and frustration and accelerating resolution.

"The KOOKOO Interactive Assistant is in keeping with our desire to continuously innovate," Chokkareddy noted. "Early this year, we rolled out bots and artificial intelligence capabilities to further improve B2C customer engagement. We will soon extend the AI capabilities to improve self-service options on the widget too."

Cloud is a force touching all points of technology. From the contact center and c-suite, to the data center and conference room, change is at hand.

Is your contact center in the cloud?

Edited by Maurice Nagle