Call Masking: E-commerce

Boombox

About company: BOOMBOX is an ecommerce portal which specialises in sustainable Sportswear and sports accessories globally through its website with on doorstep delivery service within 48 hrs.

Business Challenge: As a company that needs to deliver onsite products or services, within a specific period of time it is often necessary to call the customer in order to ensure its availability to deliver on time. For this last mile issue, the telephone is the most efficient means of communication. But to call your customer for order confirmation or delivery you want it to be recorded and monitored for ensuring security,
traceability and quality.

Ziwo Call Masking Solution: Directly activated from your app via API, ZIWO call masking platform will call both the delivery driver and the customer and make the connection. Both numbers will stay invisible to each party, avoiding off-platform calls. As any call made by ZIWO, call recordings, logs and statistics are available online with secured personal access, or via API to connect your preferred BI solution.

How does the solution work:

API: https://documenter.getpostman.com/view/1450071/RWToNwzB?version=latest#3178f214-15c9-4848-9533-686ad01b7fd4

Step 1: (Click2Call) This endpoint initiates a0adc5080ca4 a call to the logged in agent (identified by the access token passed)

Step 2: Upon agent receiving the call, it makes an outgoing call from the agent to the given external number.

Step 3: Agent needs to be a roaming agent so that the call get diverted to his mobile phone

API: https://documenter.getpostman.com/view/1450071/RWToNwzB?version=latest#698ec9de-3554-4cb4-b52d-a0adc5080ca4

Step 1: (Click 2 IVR) This initiates a call to external number given

Step 2: upon receiving, it plays the given IVR (identified by the hash) and proceeds based on the IVR rules

Solution Benefits: Ziwo Call masking services utilises Click2Call feature and results in win-win situation for the Company, Delivery Driver and most importantly the Customer.

Company

  • Full monitoring and recording of the calls
  • Enforcement of the process
  • No more stolen data

Delivery Driver

  • A unique and known number calling
  • A simple button click to get connected with the right person
  • Access to the order information before call transfer for better execution

Customer

  • Protection of personal data
  • A simple button click to get connected with the right person
  • A unique and known number calling

Simply. Talk to your clients

Cloud Based Contact Center deployed instantly

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