KOOKOO CloudAgent is a cloud contact center solution that works both standalone or blended with your existing trunk/legacy solution. Advanced tools enable intelligent call routing, inbound lead management, abandoned call management, and outbound dialing.
KOOKOO’s open platform blends into any existing business application you may have. This includes your CRM/ticketing/database integrations (ready integrations with Zoho, Salesforce, Zendesk, Freshdesk, Sugar CRM) or your booking/reservation/workforce management software. Shopify, Social Media integrations, Text Messaging plugins, and Email plugins are available to provide a seamless omnichannel experience.
KOOKOO offers features like call conferencing, skill hunting, campaign management, automatic call distribution, power dialers, outbound IVR, abandoned call alerts, live call monitoring, and over 70+ reports. It offers advanced IVR options including conversational IVR and DIY Drag and Drop IVR Creators.
KOOKOO CloudAgent is an Ozonetel product. Ozonetel is a CCaaS company that also offers AI for contact center applications with Voice bots, Speech Analytics and 360Degree AI Integration across the customer journey.
Vikram V. Branche: Verbraucherdienste Mitarbeiteranzahl: 201-500 Mitarbeiter
Quite reliable. I have not had good reasons look for other providers
Simple to use - User friendly
Have frequently usable report templates capturing details
Have been using this for years now.
Occasional network interference which are pointed at telco
Though email notifications are sent - it would be good if the dashboard displays notification
Need to refresh page frequently to get updated data. As we multi task, the screen goes to the background and visiting after few minutes would need a relogin ( a simpe fix can make a difference)
Sujatha C. Branche: Möbel Mitarbeiteranzahl: 501-1.000 Mitarbeiter
It has helped me to reduce the inflow of calls, as we were able to optimize IVR and have the information available in there.
The team is very flexible & customizing options are the key highlight of the product.
Their CS team is always available to support and follow up till closure if any issue is raised. As a Manager, I am able to track the buddies real-time status, live barge calls and give immediate feedback, de-escalate issues, scheduling reports and do on.....
Too many reports to be limited can restrict reportings based on the client's needs.
Jane A. Branche: Immobilien Mitarbeiteranzahl: 501-1.000 Mitarbeiter
Overall experience was neutral - When we agreed to take this software we were super excited - but was not for long when we started realizing that we could not find solutions to a lot of issues that we were facing with the software.
This software is end user friendly - experienced issues with customer service when we had faced technical issues - Definitely should work on the reports aspect. There are times when the software made our life simpler from an end user perspective. Definitely a lot of scope to improve.
Customer Service / Integration / the support team never ever being proactive instead was always reactive.
Lack of a solution specialist who could give us solutions on the issues that we had for the last two years
Girish N. Branche: Finanzdienstleistungen Mitarbeiteranzahl: 51-200 Mitarbeiter
to have in house call center operation with the help of Ozonetel we were able to achieve the same as there was no investment with respect to telephony hardware like dialers ivr call recorder.
easy to use simple and not complex for end users for login and start using
No worries on telephony hardware upgrades & Manageability
easy to configure and start the operations.
more features with respect managing your own IVR or customize interface can be given to end user.
call flow interface can be offered to customers to manage on their own.
third party dependency where ever need to build strong service level agreement.
Kishore K. Branche: Einzelhandel Mitarbeiteranzahl: 1.001-5.000 Mitarbeiter
We do call our customers to resolve their issues in related to the order which we deliver to their doorsteps, apart from that we do also communicate with our internal teams to know the status of escalated issues and follow up issue.
Look and feel of the S/W is good and very handy to use the available features.
It looks the same as Kapture, except provided with the call option at the header.