Hyderabad: On-demand cloud communication and telephony solutions provider Ozonetel, based in Hyderabad and Singapore, integrated with Google Business Message solution on its Cloud Agent platform. The mobile-friendly solution enables businesses to chat with customers and prospects whenever they type in a business query on Google.
Cloud Agent’s newly launched conversation add-on now makes it possible to create a lead in the company’s customer relationship management solution. This lead can then be followed up by the sales team. With this, prospects searching on Google can directly converse with a chatbot or live agent. This feature cuts down lead response time, tracks customers across multiple channels and enables efficient use of chat and calls to close sales.
Chaitanya Chokkareddy, chief innovation officer, Ozonetel, told Telangana Today, “This integration will make a big difference to companies that are in the B2C (business-to-customer) space. Google has launched the feature in the US already. We are one of the few partners in India, which has integrated the solution. In the coming months, we anticipate it will become a major acquisition channel. This also perfectly integrates with our Cloud Agent platform.”
Google drives trillions of website visits and millions of calls, every month, and many customer journeys begin with Google. It is seen that sales are 391 per cent higher if contact is made in the first minute and 78 per cent of prospects buy from their first responders.
He added, “Sectors such as insurance, banking, retail and e-commerce will be benefited with the solution. There will be add-on costs to existing clients to use this solution, but we will also soon offer standalone chatbot service. There are many benefits to users. Through hybrid agents, a customer interacting with a company can shift from chatbot to live agents, making it more vernacular-friendly. This can also prove handy for government utility departments such as electricity and water. The solution can also be used by law enforcement departments where they want to have a citizen interface.”
On the government engagement, he said, Ozonetel has been actively working with the State governments of Telangana and Andhra Pradesh as well as voluntary organisations in the recent past for creating call centres as part of Covid management efforts and healthcare initiatives.
The CCaaS (Contact Centre as a Service) provider, Ozonetel, creates and deploys cloud contact centre solutions globally. The company has over 1,000 enterprise clients across the US, India, Singapore and the UAE, and its platform supports over 50,000 live agents and has handled over three billion calls.
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