Slack alerts for call center queues

For most businesses, call centers are the first touch point for a customer. So it is paramount that the call center experience has to be good. And most good call center softwares provide a lot of tools to improve the caller experience.

But there is always scope to improve.

With new tools and channels getting introduced into the business workflow, call center softwares have to catch up and start providing integrations.

The most important communication suite that has become a part of almost every business is Slack. So it would be great if Slack was a part of the call center workflow too. Slack could be the perfect alerting channel for events happening in your call center

You can configure alerts for a variety of things:

Queue alerts in case some callers are waiting for a long time.
Call alerts in case you are getting more calls than usual.
IVR alerts if the callers are dropping off at the IVR itself.

Basically, you can setup alerts for any part of your call center flow. This will allow you to take real time action on the events happening in your call center.

At Ozonetel have come out with a Slack integration for our cloud call center software.

By enabling this integration, you can specify a slack channel to receive your call center alerts.

Contact us for a free demo of how this works.

Integrating Arborjs with Angular to create a live calls dashboard

Arborjs is a cool graph visualization library. Angular is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to ...

First Post

In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3

Google business messages and chat agents-A match made in heaven

Google has launched Google business messages without much fanfare. It's just a small button that pops up when someone searches for your business on Google. But from the conversation industry perspective this is HUGE . Do you know that the small call button drives millions of calls i n a year for pizza joints and other retailers in the US. Businesses spend more than a trillion dollars supporting billions of customer service calls each year. Now imagine how many chat conversations the "Message" button can drive. Think of how customers interact with business. 1. Search on Google. 2. Click on web site link. 3. Web site shows chat pop up and tries to force the user to chat.(Annoying. I know :)) 4. User clicks on chat and starts conversing with a bot or an agent. This flow can now be completely changed. The new flow can be: 1. Search on Google. 2. User clicks on Message and starts conversing with a bot or an agent. What if you could design a customer experience that helps...

Cloud Telephony Experiments

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