Cloud Contact Center Implementation for a leading Grocery e-tailer in India

The aim of every business will/should be to provide an excellent experience to their customers in every medium of communication with them and also ensure that it is unified across the channels - be it calls or email  etc. 

We will showcase how one of our customers, a leading grocery e-tailer in India has achieved this using Ozonetel's Cloud Agent product (http://cloudagent.in - The first & only Contact center product on the Cloud in India). 

The customer service department was facing a challenge in integrating Email support tickets, Call support tickets and their order management system info. which needs to be accessed by them during their numerous interactions with the calling customers. To ensure a high quality customer service, they needed a solution which could route calls, emails to agents and at the same time also integrate with a CRM which could store all the above data. We at Ozonetel, could easily identify the integration points with the CRM & Cloud Agent and implemented a solution in a very short span of time. The end result was a unified communications suite which was integrated with the CRM and the business was able to improve their customer service tremendously.

The results were mind boggling - a 50% increase in customer satisfaction ( This was measured based on number of customer complaints). Also the management was able to get a deep dive view of the entire customer service, thus enabling their decision making with objective data. 

Now, the customer has expanded to 2 more cities with the same system and no changes required. They are running a multi city contact center with a unified view across cities on how their business communications are functioning.

For a detailed case study, please download from - http://ozonetel.com/casestudies.php . Select the document as 'Grocery'

The 360 degree support experience on the cloud

In this world of real time support expected by the customers, it is imperative that your support desk is enabled with the right tools. Given the various advantages of cloud which are being realized, it makes sense to move your support desk on to the cloud completely. To add one more feather in the cap, now cloud agent  can be integrated with Freshdesk as well. To know more, here's the link on how you can do that -  http://blog.kookoo.in/2012/09/mashing-up-freshdesk-with-kookoo-for.html . As you know, Cloud Agent is powered by KooKoo platform - http://kookoo.in and hence all that is given in the blog is possible with cloud agent as well.

When running a support system call center, we will need an IVR, a call center software and after call processing.
1. IVR: Cloudagent integrate well with KooKoo. Using KooKoo, you can build complex IVRs to provide proper treatment to your callers. The IVR can be deeply integrated with your systems to provide contextual information to caller.

2. Call Center: Cloudagent is the worlds first call center on the cloud. The state of the art agent toolbar, coupled with nifty features like screenpops, agent scripts etc allow the agent to handle the call with all the details of the caller presented to him.

3. After call processing: Once a call is finished, the disposition screen is presented and disposition reports are also available. There is also a well defined API support to push the call details into your CRM at the end of every call.

As you know, cloud agent is well integrated with various API's to any third party CRM systems and hence it is only a matter of choice now on how you want to integrate your voice support with the various options available for the CRM systems.To know more, you can contact us at sales@cloudagent.in or directly call us on 1800 200 0820.