All CloudAgent Reviews
1-25 of 32 Reviews
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Divya
Verified reviewer
Financial Services, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2019
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
PROSThe 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
CONSUnable to change the layout / page colors for admin & users to be able to distinguish Basic help document that does not relay much info
Reason for choosing CloudAgent
The customization's and the feature availability and the ease of access for the same
Sunil
Verified reviewer
Retail, 5,001-10,000 employees
Used monthly for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2019
Best Cloud Telephony Software
Overall, I am very satisfied with the product and now exploring chatbots and voicebots that the team has to offer. Hopefully in a couple of months we will be starting the case study for voicebot.
PROSCloudAgent has easy integrating options with most of the CRM partners. Although most of the integrations were done at the implementation phase, we needed more integrations at a later point. The team is efficient and tech-savy. They developed and delivered within the estimated timelines. Personally as an implementation person, I like the Report Portal. A vast number of reports can be downloaded or scheduled at various intervals to different group of stakeholders. Reports are available and most importantly the data is accurate. The team assigned to me was easy to work with. They understand the need and take it back to their tech team to check the feasibility. Nothing is promised upfront.
CONSI wouldn't say that this is a con but software behave strangely at some point. There are instances where the screen freezes. However, the instances have reduced over the time. As we have integrated CloudAgent with our CRM, there were multiple issues that had to be isolated to narrow down to CloudAgent. But eventually, we have seen improvement over several months from when the issue occurred.
Niladri
Hospitality, 501-1,000 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed July 2019
NoT Always Reliable
Calling is the best part. Worst part is Freezing.
PROSCalling function is great. Our Clients can be reached easily.
CONSThe software freezes automatically while we get a call or post call.
Laxman
Automotive, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2021
Review
The CloudAgent has been extremely useful as in the Lockdown periods due to COVID-19 we have been able to continue providing services to the Customers by working from home.
PROSEase of use. Easily integrated with SugarCRM BPM360 that we use.
CONSThe user interfaces and user experiences needs improvement. Both from the Agent perspective and the admin screens. The data and graphical representations have great scope of improvements. Since 2017 I have not seen any upgrade and features added that makes the software
Senthil
Banking, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2022
Comparatively the best Dialer available in market
The cloud agent is very simple and the agents productivity has improved. This is very easy to train other supervisors in terms of monitoring, campaign creation etc
CONSNothing much to complain as the the cloud agent meets my requirement
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2019
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.
PROSIt is user-friendly, The reports are very apt & user-friendly. The user interface is good.
CONSIt 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.
Ashutosh
Health, Wellness and Fitness, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2019
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.
Reasons for switching to CloudAgent
Very unprofessional behavior with clients. Lack of technology.
Santhosh
Hospitality, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2019
A simple product with great support.
Been using CloudAgent for almost 4years. 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. AI effort is quite mature and Ozonetel's ability in AI has resulted in quite a cost difference.
CONSTeclo facing connectivity issue are visible sometimes. However, not sure if Ozonetel can change this.
Anonymous
51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2019
Good Product
Overall experience is Good, Helpful Product.
PROSKookoo helps in handling the back end operation team on everyday basis in professional terms, also helps in increasing the caller experience. It helps manager to figure out the performance.
CONSIt is more dependent on internet availability in case of handling calls at multiple locations.
Sandeep
Verified reviewer
Health, Wellness and Fitness, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed June 2019
Good Hybrid telephony product
Hybrid model where we use our own PRI/SIP for Telco. Good reporting portal.
CONSReal time SIP/PRI usage to take up decisions as we use multiple telco vendors.
Doug
Consumer Electronics, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2019
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.
PROSThe 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.
CONSWe have experienced a couple technical issues with the lines and outbound calls but they were addressed quickly.
Reasons for switching to CloudAgent
We needed to have a customizable VOIP with great support ant they have delivered!
Jessica
Health, Wellness and Fitness, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed November 2019
We went KooKoo!
Customer service is slightly difficult due to the time change but we do always get an answer. We appreciate the ease of using this program on a computer and not needing an actual phone. We are hopeful of the Zenoti partnership as we use that program as well.
PROSBeing able to answer the phones remotely. It has changed the dynamic of one of the biggest pieces of our company, our Customer Service. Managers can now call guests from their computer, from home, at any time. We are able to offer support to our Call Center without having to be in the office.
CONSI 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.
Reason for choosing CloudAgent
We had done a lot of work with KooKoo and wanted to see it through.
Reasons for switching to CloudAgent
Radix was AWFUL. We needed a program that would integrate with Zenoti and that could be used remotely. And we really needed a program that let us do something as simple as changing the voicemail message to say we were closed, which Radix did not do.
Kapil
Education Management, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2019
Finally a stable cloud based calling partner
We tried a lot of services, none of them proved near KooKoo. Its actually serving all our purposes. Support is fast and accurate.
PROSProvides a lot of options at User Interface to play with skills and call routing. Easy to use screens and provide lot of insight through reporting
CONSAgents login are stuck some time, which requires a cache clean up to continue
Srinivas
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2021
Good service on support
It is really good and our service was smooth with the tool.
PROSFeatures are really good and also support when ever required is appreciated from them.
CONSWe dont have any as such as per our business
Reason for choosing CloudAgent
Reports and customer service
Reasons for switching to CloudAgent
features and reports
Khushbu
Food & Beverages, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed June 2019
Cloud Agent Review - Ozonetel
We use for customer complaint handling.
PROSEase of using is the best feature and promptness from the team.
CONSdialler report preparation time takes long at our end. it should be easy to generate through software features
Abhinav
Financial Services, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2019
Nice Product
This product has the most advanced features for Agents and Admin
CONSStill has limited functionality . Agents cannot monitor them selfs at all levels.
Rati Prakash
Hospitality, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2019
-
Reporting Work- Log in, Break, call report
CONSNo segregation of Missed calls. Have been asking this for last 1 year, but no result
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT