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CloudAgent

Inbound, outbound & blended cloud contact center

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CloudAgent Pricing, Features, Reviews and Alternatives

CloudAgent product overview

What is 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.

Key benefits of using 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.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    24/7 (Live rep)
    Phone Support

    Training options

    Documentation
    Live Online

    CloudAgent pricing information

    Value for money

    4.5

    /5

    27

    Starting from

    $

    45

    /momonth

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Value for money contenders

    CloudAgent features

    Functionality

    4.4

    /5

    27
    Total Features42 7 categories

    Most valued features by users

    Reporting/Analytics
    Alerts / Escalation
    Knowledge Base Management
    Real-Time Chat
    Monitoring
    Contact Management
    VoIP Connection
    Campaign Management

    Functionality contenders

    CloudAgent users reviews

    Overall rating

    4.5

    /5

    27

    Positive reviews

    100%

    Write a review
    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend8.78/10
    Rating distribution

    5

    4

    3

    2

    1

    13

    14

    0

    0

    0

    Pros
    I wanted to thank you all for the excellent support we have gotten from your end. Your speed and technical understanding has been excellent.

    ND

    Nupur D.

    Overall experience with cloudagent has been extremely good and i will recommend it to other users with similar requirements.

    AR

    Anonymous Reviewer

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

    AR

    Anonymous Reviewer

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

    RP

    Rati Prakash T.

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

    AC

    Abhinav C.

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

    SV

    Santhosh V.

    Overall rating contenders

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Advanced and an intensive solution that meets all requirements

    Reviewed 2 years ago

    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

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

    Share this review:

    Good product but can be the best!!

    Reviewed 2 years ago

    - 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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend4/10

    Share this review:

    NoT Always Reliable

    Reviewed 2 years ago

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend9/10

    Share this review:

    KooKoo CloudAgent EF Implementation

    Reviewed 2 years ago

    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.

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    CloudAgent review

    Reviewed 2 years ago

    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.

    CloudAgent FAQs and common questions

    CloudAgent has the following pricing plans:
    Starting from: $45.00/month
    Pricing model: Subscription
    Free Trial: Available


    CloudAgent has the following typical customers:
    Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


    CloudAgent supports the following languages:
    English


    No, CloudAgent does not have an API available.


    CloudAgent integrates with the following applications:
    Google Analytics, Zoho CRM, Freshdesk, Salesforce Sales Cloud, SugarCRM, Mixpanel, Zendesk


    CloudAgent offers the following support options:
    24/7 (Live rep), Phone Support

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