Contact Center Solutions Featured Article

Ozonetel Integrates CloudAgent with Zoho CRM

November 21, 2014

A big part of improving the customer experience, regardless of whether you are an enterprise or a service provider, is breaking down the silos of customer information that exist inside an organization. Having a full view of the customer is important to customer lifecycle management and hence the overall customer experience. And, one of the big places to look for enhancing visibility into all things customer related is obviously tight integration with various capabilities with customer relationship management (CRM) capabilities.

On this score there was a noteworthy announcement from Ozonetel, telco-grade multichannel communications platform on the cloud, which unveiled its latest integration with Zoho CRM. The integration provides businesses with a cost-effective, enhanced customer management solution.

The cloud piece of this is a major attraction. With more and more companies moving to the cloud for  plug and play solutions that can work without installing any software or hardware, this is type of integration is moving from in many instance being a nicety to a necessity.

As pointed out in the announcement, the Ozonetel platform integration with Zoho CRM provides what is characterized as “an immediate, market-ready solution at a fraction of the cost of other providers.” The joint solution is aimed at contact centers as additional functionality provides a unified view of distributed contact centers across cities or countries with simple integration points and little overhead. This is designed to both increase productivity and cut costs.

Ozonetel CloudAgentTM for Zoho CRM

The solution covers a lot of important capabilities as it provides an integrated way for handling incoming and outbound telephony calls. On the inbound side of things, contact center agents have the tools to view important customer information in real time as calls come in. For outbound activities it gives sales people click-to-call from within the CRM system. This is being promoted as a productivity enhancement gains and a simplified workflow so sales can maintain accurate prospecting data.

"We are seeing more and more demand from our customers for CRM integrated telephony solutions," said Ian Wenig, Vice President Business Development at Zoho. “CloudAgent for Zoho CRM offering makes our users more productive, increasing the value of their deployment. We are very pleased to partner with India's first cloud communications platform provider and look forward to working together with our joint customer base.”

“Communication is paramount for businesses across support, sales and engagement divisions. It is imperative to have seamless and non-intrusive access to communication tools for business productivity. The integration of our cloud communication suite, Cloudagent, into Zoho CRM is a step in that direction. Now businesses can perform all their communication activities from within the Zoho CRM in a non intrusive way,” said CSN Murthy, CEO and Founder Ozonetel.

The term “visibility” is one that has become a mantra for organizations in the process of improving the customer experience by enabling inbound and outbound employees the information they need to be responsive and do so in a way that is not only fast but resolves the customer’s issue in a compelling manner. Breaking down silos that contain valuable information which when combined can yield actionable insights quickly is a major trend, and bringing CRM more tightly into the fold is as noted an important step.

Edited by Maurice Nagle