Cloud Telephony Systems pioneer Ozonetel launched a new Omnichannel service widget – KOOKOO Interactive Assistant. The widget enables web visitors to place one-click, VOIP calls from the website. In a first-of-its-kind offering, it runs a parallel chat session concurrently with the voice call.
“Customers and agents use the parallel chat to exchange details that are frustrating to spell out over the phone. This includes names, email ids, links and booking ids,” Murthy Chintalapati, Founder and Chief Executive Officer, Ozonetel, explained. “It promises a smoother customer experience, and helps close transactions two times faster.”
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“Businesses also cut costs on toll-free bills. We estimate that contact centers can cut costs by 50%, within two years of adoption.” Murthy adds.
Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel, says: “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.”
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“The KOOKOO Interactive Assistant is in keeping with our desire to continuously innovate,” Chokkareddy continued. “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.”
KOOKOO Interactive Assistant is supported by the KOOKOO Platform and KOOKOO CloudAgent. The Cloud contact center software at the backend ensures advanced calling features, automatic call distribution, skill hunting and visual IVR. Integration with all leading CRMs and Ticketing solutions including Zendesk, Zoho, Salesforce, Freshdesk, and Hubspot -ensures automatic capture and retrieval of caller details.
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