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KOOKOO CloudAgent

Name: KOOKOO CloudAgent
Rating: 4.5 (2 reviews)

By Ozonetel Systems

894 Interested

Highlights : About KOOKOO CloudAgent

Multichannel (voice, email social media, SMS)

IVR (Interactive voice response)

Agent skill routing

Interacation analyisis

Multiple dialer types

3rd party integrations

About KOOKOO 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. Cloudagent also offers a CTI (computer telephony integration) system with screen pops for complete contact information including context of the call and caller history. This can be integrated with your CRM and other 3rd party applications. Real-time call recording and an interaction analysis of historical calls, along with integrated scoring, reports and graphs, give supervisors greater insight into the performance of their agents.

Specifications

24/7 Support

Yes

Business Size

Mid-Market

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

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

Contextual caller info

Multiple dialer types

Quality monitoring

Open API

3rd party integrations

Benefits

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.

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