CloudAgent Reviews

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

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

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

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.

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

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

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

I believe the communication channel can be improved.

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

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

Reporting Work- Log in, Break, call report

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

Seamless Integration with CRM and Bulk calling

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

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

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

Product is Excellent, especially AI,Good for any organisation

Came up with nothing , which i like the least.

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

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

The customer support is the best in class

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

- 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

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

easy to learn, array of data analysis capabilities, cross platform functionalities

frequent downtime, server disconnects often

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

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

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.

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

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

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

This product has the most advanced features for Agents and Admin

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

Accuracy and Appropriate data avaialable in detail

Slowness experienced and sync will take time

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.

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

Time to time service , good support , nice communication

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

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.

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

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.

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

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.

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

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.

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.

Time for implementation and generic available modules.

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.