A New Call Center Platform for WhatsApp

What kinds of things do you do on WhatsApp? Stay in touch with friends? Call family while traveling? Chat with influencers? Maybe you even use it occasionally for work.Thanks to the debut of a new platform, you can now operate your contact center on WhatsApp.

Omnichannel customer communication platform provider Ozonetel announced a new full-featured contact center-as-a-service (CCaaS) platform on WhatsApp. The new solution, which has all the functionality of its existing CCaaS platform, allows organizations to set up complete contact center operations using WhatsApp, which can help drive down the cost of call center operations while simultaneously boosting the number of customer engagements per agent.

“Customer demand for rich two-way conversations has increased exponentially over the past few years,” noted Chaitanya Chokkareddy, Chief Product Officer for Ozonetel. “Ozonetel’s CCaaS platform on WhatsApp will effectively address the advanced messaging needs of businesses and their customers.”

Using Ozonetel’s CCaaS platform on WhatsApp, organizations can orchestrate their end-to-end customer communication flow on a unified, homogeneous platform instead of managing different artificial intelligence (AI), cloud telephony and chat solutions. They will have access to all the contact center features required to personalize customer communications at scale, including virtual numbers, automatic call distribution, interactive chat response systems, bots and more.

Brands can leverage the investments they have incurred on advertising their toll-free number and continue to use the same number for WhatsApp messages from customers. They can receive calls and WhatsApp messages on the same number and allow the same agents to handle those conversations.

The solution is powered by Ozonetel’s CloudAgent platform, which handles more than two billion conversations a year and is used by more than 100,000 agents worldwide.

The Ozonetel CCaaS solution has built-in AI capabilities that can help automate conversations and allow contact center agents to handle multiple WhatsApp conversations at a time. This can help significantly boost customer engagements per agent and lead to a 70 to 80 percent decrease in queue times, according to the company. Organizations can choose a combination of bots, chat agents and voice agents to provide their customers with a variety of options.

Edited by Erik Linask