KOOKOO CloudAgent Features

KOOKOO CloudAgent

Inbound, outbound & blended cloud contact center

4.46/5 (26 reviews)

KOOKOO CloudAgent Feature Summary

  • 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

Competitor Feature Comparison

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KOOKOO CloudAgent Feature Reviews

23 reviewers had the following to say about KOOKOO CloudAgent's features:

Soma Shekhar

Cloud Agent Call Centre Solution

2019-07-19

PreSales Enquiry Calls Management & Lead Monitoring effectively handling by Cloudagent

Pros

CTI Integration, Dialer, Multichannel contact centers & Detailed reports

Cons

Opex Cost is slightly high if we go for Prepaid Version

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ashutosh Anand

Good product but can be the best!!

2019-06-14

. - 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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Amarpreet bhatia

amazing experience working with the team

2019-06-21

Going well and hope to be same for the future as well

Pros

Team is excellent and so helping. Support team is available all the time on call.

Cons

I wish they can have their own CRM, we are facing the issue in integration with CRM.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Praveen Tiwari

Time Saving - Easy To Use

2019-07-09

Good

Pros

Seamless Integration with CRM and Bulk calling

Cons

Connectivity - Telco connectivity issue are there as you will be given shared PRI.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Utkarsh Srivastava

CloudAgent Review

2019-07-12

Pros

User friendly Support is accessible On time resolution

Cons

Should have a single dashboard which comprises of all the reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Financial Services company, 11-50 employees)

CloudAgent review

2019-06-19

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.

Cons

Disclaimer should be provided for eg; A particular report is available for XX days only.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Divya Sundaraju

Advanced and an intensive solution that meets all requirements

2019-06-25

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

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Khushbu Lakkad

Cloud Agent Review - Ozonetel

2019-06-14

We use for customer complaint handling.

Pros

Ease of using is the best feature and promptness from the team.

Cons

dialler report preparation time takes long at our end. it should be easy to generate through software features

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Kapil Gupta

Finally a stable cloud based calling partner

2019-07-01

Its actually serving all our purposes. Support is fast and accurate.

Pros

Easy to use screens and provide lot of insight through reporting

Cons

Agents login are stuck some time, which requires a cache clean up to continue

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Sandeep K Vasudevan

Good Hybrid telephony product

2019-06-25

Pros

Good reporting portal.

Cons

Real time SIP/PRI usage to take up decisions as we use multiple telco vendors.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Abhinav Choudhary

Nice Product

2019-06-25

Pros

This product has the most advanced features for Agents and Admin

Cons

Agents cannot monitor them selfs at all levels.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Hospital & Health Care company, 11-50 employees)

A perfect product

2019-06-25

Pros

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

Cons

I believe the communication channel can be improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ashish Juneja

Good service

2019-08-23

incredible experience working with cloud calling

Pros

Time to time service , good support , nice communication

Cons

Nothing. there is nothing worst in it, service is good

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Doug Buckley

KooKoo CloudAgent EF Implementation

2019-07-01

They helped to design the right system for our needs and have supported it as changes or recommendations were voiced.

Pros

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

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Rati Prakash Tripathy

-

2019-07-10

Pros

Reporting Work- Log in, Break, call report

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Zuheb Shaikh

Additional Features

2019-06-14

So far its a 3/5 experience.

Pros

Time for implementation and generic available modules.

Cons

Physical support also needs to be provided along with contact centre support Need a manual on how to use this software as there are many items where the team need visibility on however the resolution gets delayed due to unavailability of product manual.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Niladri Ghosh

NoT Always Reliable

2019-07-18

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

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Read more
Santhosh V

A simple product with great support.

2019-07-12

Pros

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.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jessica Muller

We went KooKoo!

2019-11-11

Customer service is slightly difficult due to the time change but we do always get an answer.

Pros

We are able to offer support to our Call Center without having to be in the office.

Cons

I wish there was a way to check off the voicemails I've called back and not have to rely on the call history (that needs to be filtered by phone number) to show a call was returned.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Retail company, 10001+ employees)

Excellent Performance

2019-06-25

Pros

Accuracy and Appropriate data avaialable in detail

Cons

Slowness experienced and sync will take time

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Narendra Singh

It is very simple and easy to use

2019-07-02

All are agents clearing the cache, temporary files, cookies, history of browser 2 to 3 times a day. Its need to be resolved by KOOKOO CloudAgent.

Pros

The CloudAgent is working fine, there are no hanging issues with this software.

Cons

There is some bug in this software because of some time calls not connecting.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Hospitality company, 501-1000 employees)

Amazing product, great support team and excellent dashboards

2019-07-12

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

Pros

easy to learn, array of data analysis capabilities, cross platform functionalities

Cons

frequent downtime, server disconnects often

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
SWAPNIL SAXENA

Worth using Kookoo Cloud Agent

2019-07-02

It is good so far.

Pros

Cloud Agent software is very easy to install and best part is that it is compatible with almost all flavors of Microsoft Windows.

Cons

No such Cons so far. One thing that the kookoo platform may not be feasible with Apple devices like MAC, IMAC or Ipad.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more