WhatsApp as a contact center

Contact centers have been using social media as a channel for a while now. They use Facebook, LinkedIn, Twitter, and even Google+ to connect with leads and customers.

But, have you ever thought of using WhatsApp?

I get it – WhatsApp is a simple messaging app and it does not have the same functionality that other social networks have.

But, that shouldn’t stop you from exploring this channel. WhatsApp has more than1 billion active users. This is more than any other messaging app in the world. Plus, WhatsApp is the fastest growing social network. It is the number one messaging app in India, Brazil, and South Africa.

I know that WhatsApp is not a social network, but when you start a conversation with a prospect, the prospect will see your company’s name and contact details right under your contact details. This is a great way to start a conversation with your prospect and to set the tone for future interactions.

Plus, since WhatsApp is a messaging app, sales reps can send product updates and promotions to their clients. Be careful in using this feature and don't overuse it.

The only downside to this channel is that you cannot integrate it with your CRM. And that's where Cloudagent comes in. We connect your WhatsApp account to your CRM and help you to track your WhatsApp conversations.

You can keep track of your closed conversations, and you can also export your data to your CRM. Cloudagent has some of the best WhatsApp integration plugins that help you to connect your CRM to WhatsApp. Additionally, contact center agents can use their agent console.

Summary: I hope that you have learned something new in this post. I hope that you will integrate some of the channels that I have listed in this post. I’d love to hear about your experience. Please share your thoughts and opinions in the comment section below.

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

KooKoo Contact Center integration with WhatsApp

WhatsApp announced the launch of their business API yesterday. This is a big deal. A lot of businesses have been asking for WhatsApp integration and now its a possibility. Twilio has already launched an integration . Won't be long before we see a lot more integrations pop up. The most obvious use case is for support chat bots, alerts and reminders. But we at Ozonetel believe one other use case will become the dominant use case, WhatsApp as a support channel with human agents. We believe WhatsApp will become a dominant channel in contact centers world wide. There are multiple reasons for this: WhatsApp is ubiquitous. Everyone has the app. WhatsApp interface is well known to all customers. It is feature rich. You can share audio, video, location etc in the app itself. You can integrate bots for repetitive tasks. Being the leaders in cloud contact center solutions, we at Ozonetel knew that we had to integrate with the WhatsApp channel as early as possible.

Cloud Telephony Experiments

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