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 get s

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's approach to business communication

Google has been making silent moves in the business communication space. Google has mostly lost the instant messaging wars. But it does not want to lose the business communication war. WhatsApp, Instagram, Twitter and Facebook have been making their own moves to enable businesses to reach their customers through their channels. Its all about who has control over the communication channels. Especially communication which leads to business. That's where the money is. Currently, Google is the king of search and most online transactions start with a Google search. FB, Amazon, Apple and others want to change that. They want the search to start on their properties. And they have started making the moves. WhatsApp business allows small businesses to conduct their transactions on WhatsApp. FB and Instagram have long supported small businesses to manage their business on their channels. Apple has also made some nice moves with Apple business chat. They have integrated a whole shopping expe

Cloud Telephony Experiments

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