Ozonetel has announced that its cloud contact center solution Cloudagent, now supports Facebook’s Chatbots.
The startup’s blogpost says that when chatbots fail to answer customer queries, connecting the FB messenger with Cloudagent will provide help from real agents.
The post added, “It works almost like a live web chat system, but over FB messenger and all the regular features like routing to agents, queuing etc are available. So now, your customers can ask you questions using their FB messenger and your agents can answer their queries using Cloudagent system. All the advantages of using a full featured contact center solution exist like monitoring agent performance, setting disposition, getting screen pops etc.”
With this advancement, the company has now forayed into the social media space. The company claims to have 10 sign ups for this new product.