KOOKOO CloudAgent Reviews

Pros

The exhaustive list of features that are available
The ease in which the software was integrated with the CRM App
Total control of all features at the admin end enabling choice of critical decisions and executions without having to wait for support or assistance
Good Support team willing to assist exclusively and with utmost priority

Cons

Unable to change the layout / page colors for admin & users to be able to distinguish
Basic help document that does not relay much info

Pros

It is user-friendly, The reports are very apt & user-friendly. The user interface is good.

Cons

It lacks proactiveness to inform the end user if there is a technical issue.
Disclaimer should be provided for eg; A particular report is available for XX days only. Also, if XX days are passed, reports can be retrieved or not.

Pros

Calling function is great. Our Clients can be reached easily.

Cons

The software freezes automatically while we get a call or post call.

Pros

The customer support is the best in class

Cons

The UI is kind of clunky but it works so thats ok

Pros

- Easy to understand
- Quality of back up support is very good
- Ownership of the account manager is fabulous
- Support for initial training is also very good

Cons

- Lacks direct crm integration
- Inbuild CRM will change the feature and increase usability without spending at multiple places for an organization.

Pros

The support and customization during the setup. The support after it was initially setup has been excellent as well. The Auto Call back feature to avoid waiting on hold is one of the best features for our Call Center Customer Service Center. I has integrated well with our CRM and has been easy to use and change as needed.

Cons

We have experienced a couple technical issues with the lines and outbound calls but they were addressed quickly.

Pros

Kookoo helps in handling the back end operation team on everyday basis in professional terms, also helps in increasing the caller experience.
It helps manager to figure out the performance.

Cons

It is more dependent on internet availability in case of handling calls at multiple locations.

Pros

Hybrid model where we use our own PRI/SIP for Telco. Good reporting portal.

Cons

Real time SIP/PRI usage to take up decisions as we use multiple telco vendors.

Pros

The ease of use is the best thing that we liked about the product.

Cons

I believe the communication channel can be improved.

Pros

When we started working with ozontel, we were unsure about using the product, setting up call centre. We got it all done in just few days. Team is excellent and so helping. Support team is available all the time on call. Hope to receive the same services in future as well.

Cons

I wish they can have their own CRM, we are facing the issue in integration with CRM.

Pros

Been using CloudAgent for almost 4years. Treebo loves the simplicity it has to offer. Reports are detailed and has numerous options which allow a lot of deep dive for a contact center set up. AI effort is quite mature and Ozonetel's ability in AI has resulted in quite a cost difference.

Cons

Teclo facing connectivity issue are visible sometimes. However, not sure if Ozonetel can change this.

Pros

Being able to answer the phones remotely. It has changed the dynamic of one of the biggest pieces of our company, our Customer Service. Managers can now call guests from their computer, from home, at any time. We are able to offer support to our Call Center without having to be in the office.

Cons

I wish there was a way to check off the voicemails I've called back and not have to rely on the call history (that needs to be filtered by phone number) to show a call was returned.

Pros

Provides a lot of options at User Interface to play with skills and call routing. Easy to use screens and provide lot of insight through reporting

Cons

Agents login are stuck some time, which requires a cache clean up to continue

Pros

Ease of using is the best feature and promptness from the team.

Cons

dialler report preparation time takes long at our end. it should be easy to generate through software features

Pros

This product has the most advanced features for Agents and Admin

Cons

Still has limited functionality . Agents cannot monitor them selfs at all levels.

Pros

Reporting Work- Log in, Break, call report

Cons

No segregation of Missed calls. Have been asking this for last 1 year, but no result

Pros

Accuracy and Appropriate data avaialable in detail

Cons

Slowness experienced and sync will take time

Pros

Cloud Agent software is very easy to install and best part is that it is compatible with almost all flavors of Microsoft Windows. The admin panel is very easy to use that anyone can make logical rules and that will be ready to use as a service.

Cons

No such Cons so far. One thing that the kookoo platform may not be feasible with Apple devices like MAC, IMAC or Ipad.

Pros

Time to time service , good support , nice communication

Cons

Nothing. there is nothing worst in it, service is good

Pros

Seamless Integration with CRM and Bulk calling

Cons

Connectivity - Telco connectivity issue are there as you will be given shared PRI.

Pros

The CloudAgent is working fine, there are no hanging issues with this software.

Cons

There is some bug in this software because of some time calls not connecting.

Pros

Product is Excellent, especially AI,Good for any organisation

Cons

Came up with nothing , which i like the least.

Pros

Recording is clear
Good use for internal purposes
Data is available for the user

Cons

Few scenarios where calls dont get connected . Resolutions come in one day thats too late

Pros

Time for implementation and generic available modules.

Cons

Team, you need t provide all 3 modes with the setup you provide. Predictive, power & manual.

Physical support also needs to be provided along with contact centre support

Need a manual on how to use this software as there are many items where the team need visibility on however the resolution gets delayed due to unavailability of product manual.

Pros

User friendly
Support is accessible
On time resolution

Cons

Should have a single dashboard which comprises of all the reports.