Ozonetel Features

Self-Service Experience (4)

Knowledge Base: Provides a repository of information that can be used by those seeking support. 85 reviewers of Ozonetel have provided feedback on this feature.
Searchable Articles: Makes articles in the knowledge base searchable on the web. This feature was mentioned in 84 Ozonetel reviews.
Community Forums: Based on 82 Ozonetel reviews. Enables users to engage with other users to solve common issues.
Mobile Optimization: Optimizes the customer self-service experience on mobile devices This feature was mentioned in 81 Ozonetel reviews.

Self-Service Platform (4)

Branding: As reported in 83 Ozonetel reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation: Based on 88 Ozonetel reviews. Automates some or all operation related tasks
Artificial Intelligence: Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 83 Ozonetel reviews.
Integrations: As reported in 90 Ozonetel reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Communication (5)

Pop-up Chat: Based on 24 Ozonetel reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.
Notifications: Based on 24 Ozonetel reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.
Targeted Emails: Sends automated emails to further engage clients and potential clients. This feature was mentioned in 23 Ozonetel reviews.
In-App Messaging: Based on 24 Ozonetel reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.
Co-Browsing: Based on 24 Ozonetel reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Internal Use (6)

Customization: Based on 27 Ozonetel reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving: Based on 23 Ozonetel reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.
Lead Development: Enables employees to denote potential customers. 25 reviewers of Ozonetel have provided feedback on this feature.
Knowledge Base: Establishes a knowledge base for employee reference during conversations. 25 reviewers of Ozonetel have provided feedback on this feature.
Team Inbox: Based on 23 Ozonetel reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.
Customer Profiles: Based on 23 Ozonetel reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Calling (5)

Record Calls: Records calls for future reference. 161 reviewers of Ozonetel have provided feedback on this feature.
Generate Location: Generates an area code local to where the user is calling to increase likelihood of pick-up. This feature was mentioned in 142 Ozonetel reviews.
Call Types: Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. This feature was mentioned in 154 Ozonetel reviews.
Click-to-Call: Gathers contacts from integrated tools, allowing users to call with one click. 155 reviewers of Ozonetel have provided feedback on this feature.
Auto Dialer: Has auto-dialing or predictive dialing functionality.

Contacts (3)

Personalization: Based on 148 Ozonetel reviews. Retains a log of extraneous contact information such as timezone and contact engagement.
Information Locater: Finds and opens saved contact information for reference at the time of a new call. 144 reviewers of Ozonetel have provided feedback on this feature.
Record Prospect Data: Allows users to denote which contacts they believe are prospective customers. 146 reviewers of Ozonetel have provided feedback on this feature.

Insights (6)

Notes: Allows users to take notes during or after the call for future reference. 142 reviewers of Ozonetel have provided feedback on this feature.
Daily Summary: Delivers users a daily summary of activity. This feature was mentioned in 150 Ozonetel reviews.
Automated Voicemails: As reported in 138 Ozonetel reviews. Sends automated voicemails to prospective clients who fail to answer.
Automated Emails: As reported in 138 Ozonetel reviews. Sends automated emails to increase engagement with prospective clients.
Sorts Prospects: Organizes contacts based on probability of success. 136 reviewers of Ozonetel have provided feedback on this feature.
Automated Note Taking: Automatically transcribes and summarizes meeting discussions.

Dialing Options (3)

Preview Dialing: Based on 148 Ozonetel reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins.
Progressive Dialing: Based on 153 Ozonetel reviews and verified by the G2 Product R&D team. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.
Predictive Dialing: Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently.

Agent Tools (3)

Whisper Coaching: Based on 135 Ozonetel reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time.
Callback Scheduling: Based on 140 Ozonetel reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves.
Call Recording: Based on 149 Ozonetel reviews and verified by the G2 Product R&D team. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Automation (6)

Voice Activity Detection: Based on 126 Ozonetel reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine.
Interactive Voice Response (IVR): Based on 134 Ozonetel reviews and verified by the G2 Product R&D team. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.
Call Scrubbing: Based on 126 Ozonetel reviews and verified by the G2 Product R&D team. Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.
Ticket Resolution: As reported in 44 Ozonetel reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents
Customization: The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence This feature was mentioned in 43 Ozonetel reviews.
Intelligent Routing: Based on 43 Ozonetel reviews. When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to

Administration (6)

Database Management: Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. This feature was mentioned in 22 Ozonetel reviews.
Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs This feature was mentioned in 21 Ozonetel reviews.
Issue Management: Based on 22 Ozonetel reviews. Provide workflows to create and escalate issues related to risks and requests
Integrations: Integrates with live chat, chatbots, help desk, or other customer service software 21 reviewers of Ozonetel have provided feedback on this feature.
User, Role, and Access Management: As reported in 21 Ozonetel reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
Performance and Reliability: Based on 22 Ozonetel reviews. Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

Compliance (4)

Policies and Controls: As reported in 24 Ozonetel reviews. Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.
Data Governance: Ensures user access management, data lineage, and data encryption This feature was mentioned in 23 Ozonetel reviews.
Compliance: Based on 23 Ozonetel reviews. Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.
Auditing: As reported in 22 Ozonetel reviews. Perform ad-hoc or ongoing IT audits at different levels of the company.

Data Security (4)

Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy. This feature was mentioned in 24 Ozonetel reviews.
Data Transport: Protects data with some form of encryption as it leaves your secure or local network. 24 reviewers of Ozonetel have provided feedback on this feature.
Access Management: As reported in 24 Ozonetel reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Multi-Factor Authentication: Requires a second level of authentication, such as sms messaging or customized tokens, to access data. This feature was mentioned in 24 Ozonetel reviews.

Channels (5)

Voice: Based on 198 Ozonetel reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: As reported in 176 Ozonetel reviews. Provides an interface for one or more social media channels.
Web Chat: Based on 164 Ozonetel reviews and verified by the G2 Product R&D team. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Based on 170 Ozonetel reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.
Email: Allows CSRs to receive and answer customer emails. This feature was mentioned in 169 Ozonetel reviews.

Functions (8)

Session Routing: Based on 191 Ozonetel reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Based on 192 Ozonetel reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Based on 191 Ozonetel reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: As reported in 174 Ozonetel reviews. Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: Based on 187 Ozonetel reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 195 Ozonetel reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 190 Ozonetel reviews. Populates CSR's screen with available customer data.
Persistent Data: Based on 179 Ozonetel reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Administrative (7)

Session Summary Notes: Based on 193 Ozonetel reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Based on 202 Ozonetel reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Based on 206 Ozonetel reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Based on 185 Ozonetel reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Based on 187 Ozonetel reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.
Call Recording: Allows supervisors/managers to record and review telephone conversations of agents. 156 reviewers of Ozonetel have provided feedback on this feature.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 157 Ozonetel reviews.

Knowledge Management (3)

Knowledge Base: Enables the creation of an internal repository of knowledge articles This feature was mentioned in 22 Ozonetel reviews.
Publishing Workflows: Provides workflows for writing, editing, approving, and publishing knowledge article content This feature was mentioned in 22 Ozonetel reviews.
Analytics: As reported in 22 Ozonetel reviews. Helps users understand which knowledge articles are working and identifies areas of improvement

Customer Support (6)

Intelligent Search: Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query This feature was mentioned in 23 Ozonetel reviews.
Suggestions: Based on 23 Ozonetel reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles
Decision Trees: Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues This feature was mentioned in 23 Ozonetel reviews.
Text: As reported in 42 Ozonetel reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS
Speech: Based on 41 Ozonetel reviews. Comprehends human speech and can transcribe it to text for processing
Knowledge Base: The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries 43 reviewers of Ozonetel have provided feedback on this feature.

Functionality (3)

Ease Of Integration: Empowers developers to intuitively integrate cloud communications functionality for their applications. 145 reviewers of Ozonetel have provided feedback on this feature.
API Call Speed: Based on 141 Ozonetel reviews. Grants high speed API calls for fast communications.
Communication Varieties: Enables a wide variety of communication types such as SMS, voice, video, etc. 133 reviewers of Ozonetel have provided feedback on this feature.

Support (3)

Platform (7)

Omnichannel: Allows inflow of requests through various digital channels such as email, social media, etc. 151 reviewers of Ozonetel have provided feedback on this feature.
Mobile Access: Allows users to access the software using mobile devices. This feature was mentioned in 150 Ozonetel reviews.
Queue Management: Based on 153 Ozonetel reviews. Provides queue management in case of increase in case/call inflow.
Call Routing: As reported in 154 Ozonetel reviews. Allows distribution of incoming calls to agents.
Call Back: As reported in 154 Ozonetel reviews. Allows users to request a call back.
IVR: Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. 154 reviewers of Ozonetel have provided feedback on this feature.
Automatic Call Distribution: Allows automatic distribution of incoming calls to the agents. 149 reviewers of Ozonetel have provided feedback on this feature.

Workforce Management (2)

Artificial Intelligence (3)

Learning: The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses 42 reviewers of Ozonetel have provided feedback on this feature.
Language: As reported in 43 Ozonetel reviews. Multilingual capabilities allow the AI to process inquiries from many languages
Conversational AI: Based on 43 Ozonetel reviews. The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers

Generative AI (8)

AI Text Generation: As reported in 17 Ozonetel reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. 17 reviewers of Ozonetel have provided feedback on this feature.
AI Text-to-Speech: Simulates human-like speech from text inputs. This feature was mentioned in 17 Ozonetel reviews.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 57 Ozonetel reviews.
AI Text-to-Speech: As reported in 103 Ozonetel reviews. Simulates human-like speech from text inputs.
AI Text-to-Speech: Simulates human-like speech from text inputs. This feature was mentioned in 122 Ozonetel reviews.
AI Text Summarization: Based on 14 Ozonetel reviews. Condenses long documents or text into a brief summary.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 13 Ozonetel reviews.

Agentic AI - Customer Self-Service (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Call Center Infrastructure (CCI) (4)

Agentic AI - Contact Center (4)

Autonomous Task Execution: Capability to perform complex tasks without constant human input 10 reviewers of Ozonetel have provided feedback on this feature.
Cross-system Integration: Works across multiple software systems or databases 10 reviewers of Ozonetel have provided feedback on this feature.
Natural Language Interaction: As reported in 10 Ozonetel reviews. Engages in human-like conversation for task delegation
Proactive Assistance: Based on 10 Ozonetel reviews. Anticipates needs and offers suggestions without prompting

Agentic AI - Outbound Call Tracking (2)

Agentic AI - Auto Dialer (2)

AI Capabilities - Auto Dialer (3)

Call Prioritization and List Optimization: Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times.
Compliance Monitoring: Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions.
Speech Analytics and Sentiment Analysis: Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.