KOOKOO CloudAgent

KOOKOO CloudAgent

Inbound, outbound & blended cloud contact center

4.5/5 (25 reviews)

KOOKOO CloudAgent Overview

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.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Australia, Canada, Europe, India, United Kingdom, United States

Supported Languages

English

KOOKOO CloudAgent Reviews

Overall rating
4.5/5
100% positive reviews
12
Excellent
13
Very good
0
Average
0
Poor
0
Terrible
Divya S.

Advanced and an intensive solution that meets all requirements

Used Daily for 1+ year
Reviewed on 25/6/2019
Review Source: Capterra

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

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

CloudAgent review

Used Daily for 2+ years
Reviewed on 19/6/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Ashutosh A.

Good product but can be the best!!

Used Daily for 1+ year
Reviewed on 14/6/2019
Review Source: Capterra

- 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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Doug B.

KooKoo CloudAgent EF Implementation

Used Daily for 6-12 months
Reviewed on 1/7/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Santhosh V.

A simple product with great support.

Used Daily for 2+ years
Reviewed on 12/7/2019
Review Source: Capterra

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10

KOOKOO CloudAgent Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

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

KOOKOO CloudAgent Features

  • Monitoring

  • API
  • Activity Dashboard
  • Automatic Notifications
  • CRM Integration
  • Chat
  • Contact History
  • Customisable Branding
  • Email Integration
  • Instant Messaging
  • Knowledge Base Management
  • Multi-Channel Communication
  • Prioritizing
  • Real Time Monitoring
  • Reporting & Statistics
  • Social Media Integration
  • Support Ticket Management
  • Surveys & Feedback
  • Third Party Integration
  • Workflow Management

Additional information for KOOKOO CloudAgent

Key features of KOOKOO CloudAgent

  • 3rd party integrations
  • ACD (Automatic call distributor)
  • Agent scripts
  • Agent skill routing
  • CTI (Computer telephony integration)
  • Contextual caller info
  • IVR (Interactive voice response)
  • Interacation analyisis
  • Multichannel (voice, email social media, SMS)
  • Multiple dialer types
  • Open API
  • Quality monitoring
  • Real-time dashboards

Benefits

  • 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.

  • KOOKOO CloudAgent FAQs

    Below are some frequently asked questions for KOOKOO CloudAgent.

    Q. What type of pricing plans does KOOKOO CloudAgent offer?

    KOOKOO CloudAgent offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Not Available

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

    Q. What are the main features of KOOKOO CloudAgent?

    KOOKOO CloudAgent offers the following features:

    • 3rd party integrations
    • ACD (Automatic call distributor)
    • Agent scripts
    • Agent skill routing
    • CTI (Computer telephony integration)
    • Contextual caller info
    • IVR (Interactive voice response)
    • Interacation analyisis
    • Multichannel (voice, email social media, SMS)
    • Multiple dialer types
    • Open API
    • Quality monitoring
    • Real-time dashboards

    Q. Who are the typical users of KOOKOO CloudAgent?

    KOOKOO CloudAgent has the following typical customers:

    Large Enterprises, Mid Size Business

    Q. What languages does KOOKOO CloudAgent support?

    KOOKOO CloudAgent supports the following languages:

    English

    Q. What type of pricing plans does KOOKOO CloudAgent offer?

    KOOKOO CloudAgent has the following pricing plans:

    Subscription

    Q. Does KOOKOO CloudAgent support mobile devices?

    We do not have any information about what devices KOOKOO CloudAgent supports

    Q. What other apps does KOOKOO CloudAgent integrate with?

    KOOKOO CloudAgent integrates with the following applications:

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

    Q. What level of support does KOOKOO CloudAgent offer?

    KOOKOO CloudAgent offers the following support options:

    Phone Support