CloudAgent
CloudAgent is an internet telephony provider software used by call centers and customer service centers to contact their customers. Use intuitive features like voice calls and live chat at the same time and utilize the social media platform to connect to the customers. CloudAgent is trusted by reputed companies as their call center management software. Get better insights and reduce handling time for calls so that you can immediately get into action.
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CloudAgent Review and Overview
Internet telephony software is the central part of a contact center. They provide customer support and chat using specialized call center software. CloudAgent is such a cloud-powered call center application that has intuitive features like Live monitoring, sticky agents, and multiple conferencing. It has integrations with several reputed services, including Zoho, Zendesk, and Salesforce.
Cloud Telephone dialer
Provide proactive customer support, manage leads, and cold calling easily using the dialers. The internet-powered dialer helps to minimize call drops and ensure better voice quality than traditional methods that rely on operator infrastructure. Switch between different modes of dialing within the software, including preview, progressive, or IVR, as per the requirements of the campaign. It has reportedly helped to increase sales up to 400% compared to traditional dialing methods.
Get analytics data
The analysis agent provided in CloudAgent can filter and capture around 300 reports across all dimensions of the contact center. It can help the owners to find out who is working better and how many issues were solved via the support team over the call. It can also help to determine the peak working hours for the call center.
Live monitoring of agents
The software continuously monitors the work of call center agents. Manage SLA's by following their performance in real-time and generating reports. Use voice logger tools to evaluate the performance of agents during the call and provide bonuses accordingly. Customize the criteria applicable to a specific issue or process and allow the performance to be judged based on the parameters affecting the process the most.
CloudAgent API
CloudAgent has an in-house developed API that lets users integrate its features into other applications. Its Open API allows users to expand the functionality by allowing it to expand CT, CDR, and dialer functions quickly. It can effortlessly integrate with your business software to enable direct calls from software to phone.
Integrations with other software
It is integrated with a variety of software, including popular CRMs and other marketing suites. It can be customized by adding custom IVRs using the CRM API. Integrations with CRMs enable screen pops for customer details and handling calls and controlling cases from the single screen. It is seamlessly connected with Zoho, Salesforce, Zendesk, and Microsoft Dynamics.
