Advanced and an intensive solution that meets all requirements

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

CloudAgent review

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.

NoT Always Reliable

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.

Good product but can be the best!!

- 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.

KooKoo CloudAgent EF Implementation

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.