About CloudAgent

Cloudagent offers a cloud contact center for inbound, outbound and blended communications. Key features of the application include multi-channel ACD that covers voice, email, SMS, and social media, as well as IVR, an outbound dialer and quality monitoring tools for supervisors. The ACD comes with skill based routing and intelligent universal queue.

Cloudagent also offers a CTI (computer telephony integration) system with screen pops for complete contact information including context of the call and caller history. This can be integrated with your CRM and other 3rd party applications. Real-time call recording and an interaction analysis of historical calls, along with integrated scoring, reports and graphs, give supervisors greater insight into the performance of their agents.

Key benefits of CloudAgent

  • A unified desktop gives access to all the contact center features such as the dialers, screen pop, skill routing, agent scripts, and multichannel interactions.

  • The Interaction Analyst offers more than 300 reports to analyze all areas of the business such as agent efficiency and call handling times.

  • Cloud IVR integrates with your back-end to answer callers questions before they are put through to a live agent, giving the agent contextual caller information.

  • Different outbound dialer types are offered including preview, progressive, and IVR, as well as predictive dialer (due for release).

  • Quality monitoring includes an integrated voice logger and a context-based analysis of agent performance based on skills, campaigns and processes.

  • Devices

    Business size

    S M L

    Markets

    Australia, Canada, United Kingdom, India, United States

    Supported Languages

    English

    Images

    Cloudagent dashboard
    View 2 more
    CloudAgent screenshot: Cloudagent dashboard

    Features

    Total features of CloudAgent: 43

    • Alerts / Escalation
    • Auto-Dialer
    • Automatic Call Distribution
    • Blended Call Center
    • CRM
    • Call Center Management
    • Call Disposition
    • Call Logging
    • Call Monitoring
    • Call Recording
    • Call Routing
    • Call Scheduling
    • Call Scripting
    • Call Transfer
    • Campaign Management
    • Campaign Specific Caller ID
    • Computer Telephony Integration
    • Contact Management
    • Help Desk Management
    • IVR / Voice Recognition
    • Inbound Call Center
    • Knowledge Base Management
    • Manual Dialer
    • Monitoring
    • Multiple Parties
    • Multiple Scripts
    • Open Database Design
    • Outbound Call Center
    • Phone Key Input
    • Power Dialer
    • Predictive Dialer
    • Preview Dialer
    • Progressive Dialer
    • Queue Management
    • Real-Time Chat
    • Reporting/Analytics
    • Survey/Poll Management
    • Telemarketing Management
    • Text to Speech
    • VoIP
    • VoIP Connection
    • Voice Customization
    • Voice Mail

    Alternatives

    Genesys Cloud

    4,1
    #1 Alternative to CloudAgent
    Genesys Cloud is a cloud contact centre and employee collaboration solution that's easy to use, quick to deploy, and...

    Call Center Studio

    4,5
    #2 Alternative to CloudAgent
    Call Center Studio is a cloud-based software that provides businesses with tools to manage and handle customers’...

    wolkvox

    4,7
    #3 Alternative to CloudAgent
    wolkvox helps contact centers manage communication via mobile devices, landlines, video calls, email, SMS, and more on...

    NICE inContact

    4,2
    #4 Alternative to CloudAgent
    NICE inContact delivers the most complete and customer-focused cloud platform for companies to transform their customer...

    Reviews

    Overall rating

    4,5 /5
    (27)
    Value for Money
    4,5/5
    Features
    4,4/5
    Ease of Use
    4,5/5
    Customer Support
    4,5/5

    Already have CloudAgent?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 27
    Divya S.
    Overall rating
    • Industry: Financial Services
    • Company size: 201-500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Advanced and an intensive solution that meets all requirements

    Reviewed on 2019/06/25

    Overall the software has helped in remotely monitoring and understanding the agent performance and...

    Overall the software has helped in remotely monitoring and understanding the agent performance and the call center performance providing the much required insight

    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

    Verified Reviewer
    Overall rating
    • Industry: Financial Services
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    CloudAgent review

    Reviewed on 2019/06/19

    We have set up our call center team using this software. We are not using any CRM as it covers most...

    We have set up our call center team using this software. We are not using any CRM as it covers most aspects compare to CRM based on our requirement.

    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.

    Niladri G.
    Overall rating
    • Industry: Hospitality
    • Company size: 501-1 000 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 4.0 /10

    NoT Always Reliable

    Reviewed on 2019/07/18

    Calling is the best part. Worst part is Freezing.

    Calling is the best part. Worst part is Freezing.

    Pros

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

    Cons

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

    Ashutosh A.
    Overall rating
    • Industry: Health, Wellness & Fitness
    • Company size: 201-500 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Good product but can be the best!!

    Reviewed on 2019/06/14

    - Kookoo helps my back end operation team in their everyday work by providing a professional way to...

    - Kookoo helps my back end operation team in their everyday work by providing a professional way to increase the caller experience.
    - Gives the manager the real-time performance of the agents.
    - A good software setup helps the organization to grow.

    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.

    Doug B.
    Overall rating
    • Industry: Consumer Electronics
    • Company size: 2-10 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    KooKoo CloudAgent EF Implementation

    Reviewed on 2019/07/01

    It has been a good experience and the team has been very responsive and able to solve any issues...

    It has been a good experience and the team has been very responsive and able to solve any issues right away. They helped to design the right system for our needs and have supported it as changes or recommendations were voiced.

    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.

    Showing 5 reviews of 27 Read all reviews

    CloudAgent FAQs

    Below are some frequently asked questions for CloudAgent.

    CloudAgent offers the following pricing plans:

    • Starting from: US$45,00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Please contact Cloudagent for a custom quote based on your needs.

    We do not have any information about CloudAgent features

    CloudAgent has the following typical customers:

    51-200, 201-500, 501-1 000, 1 001+

    CloudAgent supports the following languages:

    English

    CloudAgent supports the following devices:

    CloudAgent integrates with the following applications:

    Freshdesk, Google Analytics, Impel, Mixpanel, Salesforce Sales Cloud, SugarCRM, Zendesk, Zoho CRM

    CloudAgent offers the following support options:

    Phone Support, 24/7 (Live rep)

    Related categories

    See all software categories found for CloudAgent.