KOOKOO CloudAgent Pricing, Features, Reviews & Comparison of Alternatives

KOOKOO CloudAgent

Inbound, outbound & blended cloud contact center

4.46/5 (26 reviews)

KOOKOO CloudAgent overview

What is KOOKOO 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.
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Pricing

Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

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

Supported languages

English
KOOKOO CloudAgent screenshot: Cloudagent dashboard

KOOKOO CloudAgent reviews

Excellent
12

Very good
14

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  4.5
  4.5
  4.5
  4.5
Divya Sundaraju

Advanced and an intensive solution that meets all requirements

Used daily for 1-2 years
Reviewed 2019-06-25
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
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

CloudAgent review

Used daily for 2+ years
Reviewed 2019-06-19
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
Features
Customer support

Likelihood to recommend: 10/10

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Niladri Ghosh

NoT Always Reliable

Used daily for less than 6 months
Reviewed 2019-07-18
Review Source: Capterra

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 4/10

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Ashutosh Anand

Good product but can be the best!!

Used daily for 1-2 years
Reviewed 2019-06-14
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
Features
Customer support

Likelihood to recommend: 9/10

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Doug Buckley

KooKoo CloudAgent EF Implementation

Used daily for 6-12 months
Reviewed 2019-07-01
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
Features
Customer support

Likelihood to recommend: 9/10

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KOOKOO CloudAgent pricing

Pricing options
Subscription
View Pricing Plans

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

KOOKOO CloudAgent features

Monitoring

API (213 other apps)
Activity Dashboard (109 other apps)
Alerts / Escalation (73 other apps)
Automatic Notifications (103 other apps)
CRM Integration (85 other apps)
Chat (202 other apps)
Customizable Branding (118 other apps)
Email Integration (98 other apps)
Instant Messaging (101 other apps)
Knowledge Base Management (100 other apps)
Multi-Channel Communication (105 other apps)
Multi-Language (73 other apps)
Real Time Monitoring (75 other apps)
Reporting & Statistics (123 other apps)
Social Media Integration (87 other apps)
Support Ticket Management (77 other apps)
Surveys & Feedback (87 other apps)
Third Party Integration (142 other apps)
Workflow Management (78 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Additional information for KOOKOO CloudAgent

Key features of KOOKOO CloudAgent

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