Telephony & Voice

Ozonetel

Cloud contact centre capabilities integrated with omnichannel messaging. IVR, auto-dialer, call recording, and real-time analytics.

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What is the Ozonetel integration?

Ozonetel is a cloud contact centre platform used by 2,500+ businesses in India. Lodgestory's integration adds Ozonetel's IVR, auto-dialer, and call analytics to your omnichannel inbox — agents manage calls alongside WhatsApp and Email from one screen.

How it works

Lodgestory connects to Ozonetel via API integration. Inbound and outbound calls are managed through Ozonetel's cloud infrastructure while conversations are unified in Lodgestory's inbox. Call data, recordings, and agent metrics flow into Lodgestory's analytics.

Key Features

Cloud IVR

Multi-level IVR with speech recognition, DTMF input, and dynamic routing based on customer data.

Auto-Dialer

Preview, progressive, and predictive dialer modes for outbound campaigns with DNC compliance.

Call Analytics

Real-time dashboards for call volume, wait times, abandonment rates, and agent performance metrics.

Screen Pop

When a call connects, agents see the customer's profile, order history, and previous conversations in a sidebar pop-up.

Setup Steps

  1. 1

    Connect Ozonetel

    Go to Settings > Integrations > Ozonetel. Enter your Ozonetel API key and configure your agent extensions.

  2. 2

    Configure IVR Flows

    Build IVR menus using Lodgestory's visual builder. Map Ozonetel queues to Lodgestory teams.

  3. 3

    Set Up Screen Pop

    Configure which customer data appears in the screen pop when calls connect.

  4. 4

    Enable Analytics Sync

    Turn on analytics sync to view call metrics alongside messaging metrics in Lodgestory dashboards.

  5. 5

    Test Inbound & Outbound

    Place test inbound and outbound calls. Verify screen pop, recording, and analytics data.

Use Cases

Blended Contact Centre

Agents handle both calls (via Ozonetel) and WhatsApp/Email (via Lodgestory) from a single interface with unified customer context.

Outbound Campaigns

Run auto-dialer campaigns for collections, surveys, or sales. Results are logged in Lodgestory with follow-up WhatsApp messages.

Quality Monitoring

Monitor call quality alongside messaging quality. Use Lodgestory's unified analytics to compare channel performance.

Frequently Asked Questions

Which Ozonetel products are supported?
Lodgestory integrates with Ozonetel CloudAgent for inbound, outbound, and blended contact centre operations including IVR, auto-dialer, and analytics.
Can agents handle calls and chats simultaneously?
Yes. Agents can receive calls via Ozonetel while managing WhatsApp and Email conversations in Lodgestory. The unified inbox shows all interactions.
How does the auto-dialer work with Lodgestory?
Ozonetel's auto-dialer connects agents with contacts. Call outcomes and notes are logged in Lodgestory, with optional WhatsApp follow-up messages triggered automatically.
Is call recording available?
Yes. Ozonetel records all calls. Recordings are accessible from the Lodgestory conversation view and can be downloaded or reviewed for quality scoring.
What about compliance?
The integration supports DNC list management, call recording consent announcements, and TRAI compliance for Indian operations.

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Ozonetel Cloud Contact Centre Integration | Lodgestory by Inboxcentral