Ozonetel embeds FB Messenger in CloudAgent to enhance customer services

BENGALURU: Ozonetel Communications, India’s full-stack communications platform company, has brought into effect a significant enhancement to its CloudAgent solution. Accordingly, businesses will now be able to have customers use Face Book Messenger to message them similar to other solutions embedded within CloudAgent including voice, email, and chat.

Chaitanya C, Chief Innovation Officer for Ozonetel said, “We have evolved rapidly from being India’s only full stack voice solution to a complete customer communication solution. While we are doing more than 10 million calls per day across both our developer platform, kookoo and our contact center solution, CloudAgent, we are beginning to see clients looking to integrate web and in app chat, email and feeds from Twitter or Facebook to manage customer service. The percentage of non-voice interaction is less than 5% right now but we want to be ready for it as it grows. We are excited to have taken this from announcement to scalable product in 48 hours. Really looking forward to see developers and customers use this.”

The company says that its initial clients to try out the FB Messenger integration include W for Woman, Zomato, Voonik, BigBasket and Fitternity.

Neha Motwani, founder of Fitternity added, “We are a fitness discovery and marketplace platform. Our customers are smart phone enabled, urban residents. And offering them connectivity via Facebook Messenger is complimentary to us connecting with them on a call. We are looking forward to our first Messenger interaction with our clients.”

Anant Daga, CEO of W for Woman echoed: “We are India’s leading women’s fashion brand with an omni channel capability of 200 stores coupled with our ecommerce site. We run a large portion of customer communication leveraging Facebook and now we are excited to leverage Messenger to respond to our customers’ needs.”