Additional information for Cloudagent
Key features of Cloudagent
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- 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
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.