Overview

Ozonetel Contact Center as a Service (CCaaS) helps transform CX at every step of the customer journey. With Ozonetel CCaaS, you can rapidly deploy your contact center and ensure seamless operations, all while leveraging best-in-class features.

How Ozonetel CCaaS works

Ozonetel CCaaS operates through Amazon Web Services (AWS) and connects to internally managed Points of Presence (POPs). These POPs interface with SIP trunks, either provided by Ozonetel or owned by the contact center. Different services come with different pricing; for more details, click here.

When a caller/customer dials a contact center, this call will be connected to the telecom POPs which sends information to the CCaaS logic which is in AWS, and then routed to the respective contact center and the available agents. This process applies to both inbound and outbound calls. Below is the system's architecture diagram.

Mobile DID

To increase call answer rates, especially for outbound campaigns, Ozonetel offers a Mobile DID solution, leveraging mobile numbers instead of landlines. The architecture for Mobile DID includes Mobile SIP trunk from a telecom operator, below is the system's architecture diagram for the same.