About CloudAgent

CloudAgent is a cloud-based call center solution that enables businesses to engage and interact with customers via multiple channels including voice, chat, email, SMS messages and social media platforms. Professionals can utilize the preview dialer to view customer information and requirements before dialing business calls. CloudAgent allows enterprises to monitor the number of incoming, outgoing or missed calls, filter do not disturb (DND) numbers and scrub Indian mobile numbers using National Customer Preference Register (NCPR) and National Do Not Call (NDNC) data. Administrators can gain visibility into business metrics and key performance indicators (KPI) through analytical reports. Additionally, it lets users create trigger events to streamline workflows across applications. CloudAgent facilitates integration with various third-party systems such as Sugar CRM, Zendesk, Google Analytics and more. Pricing is available on request and support is extended via phone and other online measures.
CloudAgent Software - Live dashboard and monitoring
CloudAgent Software - Agent monitoring
CloudAgent Software - Agent Dashboard
CloudAgent Software - Agent events
CloudAgent Software - Live transcripts: real time agent customer chat
CloudAgent Software - Agent status
CloudAgent video
CloudAgent Software - Live dashboard and monitoring - thumbnail
CloudAgent Software - Agent monitoring - thumbnail
CloudAgent Software - Agent Dashboard - thumbnail
CloudAgent Software - Agent events - thumbnail
CloudAgent Software - Live transcripts: real time agent customer chat - thumbnail

CloudAgent pricing

CloudAgent does not have a free version but does offer a free trial. CloudAgent paid version starts at US$45.00/month.

Starting Price:
US$45.00/month
Free Version:
No
Free trial:
Yes

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CloudAgent Reviews

Feature rating

Value for Money
4.5
Functionality
4.4
Ease of Use
4.6
Customer Support
4.5
5 reviews of 32 View all reviews
Divya
  • Industry: Financial Services
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/6/2019

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

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

Alternatives Considered

Ameyo

Reasons for Switching to CloudAgent

The customization's and the feature availability and the ease of access for the same
Sunil
  • Industry: Retail
  • Company size: 5,001-10,000 Employees
  • Used Monthly for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
4

4
Reviewed on 24/6/2019

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.

Pros

CloudAgent 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.

Cons

I 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
  • Industry: Hospitality
  • Company size: 501-1,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
3
Features
3
Ease of Use
5
Customer Support
2

4
Reviewed on 18/7/2019

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.

Laxman
  • Industry: Automotive
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 21/10/2021

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.

Pros

Ease of use. Easily integrated with SugarCRM BPM360 that we use.

Cons

The 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

Verified Reviewer
  • Industry: Financial Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

4
Reviewed on 19/6/2019

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.

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.

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