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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

Awards & recognitions

Awarded in 5 categories in 2021

CloudAgent pricing information

Value for money

4.5

Starting from

/momonth

Pricing options

Free plan

Subscription

Free trial

Pricing range

view pricing plans

Value for money contenders

CloudAgent

Value for money

CloudAgent features

Functionality

4.4

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

CloudAgent users reviews

Overall rating

4.5

Positive reviews

100%

Write a review

Rating breakdown

Value for money
Ease of use
Features
Customer support
Likelihood to recommend8.78/10

Rating distribution

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.

Nupur D.

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

Anonymous Reviewer

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

Anonymous Reviewer

Cons

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

Rati Prakash T.

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

Abhinav C.

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

Santhosh V.

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Overall rating contenders

CloudAgent

Overall rating

Divya S.

Financial Services, 201-500 employees

Used daily for 1-2 years

Review source

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

Ashutosh A.

Health, Wellness and Fitness, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating

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

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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.

Niladri G.

Hospitality, 501-1,000 employees

Used daily for less than 6 months

Review source

Overall Rating

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

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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.

Doug B.

Consumer Electronics, 1-10 employees

Used daily for 6-12 month

Review source

Overall Rating

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

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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.

Anonymous Reviewer

Financial Services, 11-50 employees

Used daily for 2+ years

Review source

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.

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