Cloud Agent multi-tenant ACD enables
multi-site contact center to work as one integrated
virtual contact center. CloudAgent enables multi location
distributed contacts centers routing contacts to available
agents across the locations be it office or home.
Cloudagent ACD offer Multi-Channel routing across the
channels such as voice, email, social media. Cloud Agent
reduces cost-per-customer inquiry and provides exceptional
customer experience.
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- Intelligent Contact Routing
- Cloudagent enables intelligent contact routing
to segment customer and identify the right
destination for each contact. Cloudagent with its
Open API can integrate with various business data
sources to profile a customer and accordingly
define contact treatment. Contacts can be routed
across multiple site based on Caller ID, account
numbers, private lists, balanced contacts count,
preferred agent treatment, agent priority,
time-of-day, day-of-week etc. Cloudagent tags the
user data with each contact recieved, as the
contact flows through IVR, agents etc. All the
data collected at diffrent touch points is
added to contacts user data. This ensures that at
each touch point customer is given an advance
treatment based on associated contact data,
instead of requesting the information again from
the customer.
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- Skill Based Routing
- Businesses can group agents based on skills
such as language, process expertise, agent
location, Inbound, Outbound, non voice or blended
agents. Multiple skills can be cascaded to setup
primary and secondary sklls. Agent hunting in the
skill can have multiple strategies such as most
idle agent, first come first serve agent, round
robin and more. IVR combined with ACD can route
the contacts to the right skill for efficient
contact treatment
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- Intelligent Universal Queue
- While all agents are busy, Queue holds the
cutomer contact. CloudAgent queue allows
businesses to configure custom queue messages,
playback approximate hold time or position in the
queue, define maximum queue time, provide queue
expiry treatment such as callback or voicemail.
Cloud agent queue can also be configured to send
alerts for the contacts that drop in the queue.
CloudAgent makes sure that no contact goes
unnoticed.
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- Agent Contact Manager
- Agent contact manager allows administrator to
setup functions that Agents use to answer and
process ACD contacts, enabling administrator to
completely customize the contact treatment as per
the process requirement. Admin can define agent
capabilities such as, Agent Login and Logout,
Auxiliary Work Codes, Auto-in, Manual-in, After
contact Work(ACW),Timed ACW (After contact Work)
and much more
Cloudagent seamlessly integrates with KooKoo,
a state of art cloud communication platform. Kookoo
exposes simple web API for Call, SMS, Fax and Email
control. Platform requires web application development
skill to build custom self-service applications that can
use Call, SMS, Fax and Email to provide complete suite of
automated services integrated with Cloudagent for assisted
services that require agent support.
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- Its on cloud
- Using KooKoo APIs, take advantage of your
existing web development skills to build telephony
apps, Scale on demand, Protect your investment
from obsolescence and pay for only what you use.
Leverage Kookoo to optimize your contact center,
Enable automated closures in IVR, optimizing
agents call handling time. Use the physical agents
only for those contacts which require human
intervention
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- Text to speech/ Language packs
- Kookoo's built in Indian English text to speech
engine allows businesses to build IVR application
with dynamic content that can be converted on the
fly to voice and played back to the caller.
Language packs allows dynamic values such as date,
time, currency, digits, numeric etc. to be played
back to the customer in multiple regional
languages. Language packs use combination of
professionally recorded audio clips to playback
values, thus offering clear audio quality.
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- Dynamic IVR
- Build any complex IVR as a web application
using Kookoo web API's. Integrate it with your
backend and host it on your web application
servers. KooKoo offers additional APIs to
integrate with CloudAgent, providing businesses
the complete control over the self-service
application, ensuring complete data security
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- Multi Channel IVR Apps
- Kookoo offer multiple channels as Voice, Fax,
SMS, Email all integrated and exposed as simple
web API's. You can design a multi channel
self-service applications, integrated with Cloud
Agent to offer highly optimized, automated and
complete user experience to your customer
CloudAgent Contact Center Dashboards
provides real-time statistics of contact center
performance. Supervisor can monitor one or more sites from
Anywhere, Anytime over the web. This allows supervisors to
easily monitor and manage distributed contact centers
across locations.
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- System Dashboard
- System dashboard provides real time stats of all
Inbound/Outbound campaigns.
The supervisor can view in the live dashboard
total contacts connected, total contacts
abandoned, abandoned contact list, agents status
etc.
Dashboard also allows supervisor to barge in into
any ongoing communication from anywhere using a land
line or mobile phone. Supervisor can forcibly
change the agent status from the dashboard .
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- Agent Dashboard
- Agent Dashboard provides stats per agent, per
skill, per campaign. Dashboard provides agent
details such as
- Duration
Agent is logged in
- Duration
for which Agent is in Pause mode with aux code
- Duration
an Agent is in ready mode waiting for contact
- Duration
Agent is busy with a contact with customer
details
- Agent
Performance till day, calculated till the last
30 mins
- Disposition
report till current time today, calculated
till the last 30 mins
- Agent
Login report till current time today,
calculated till the last 30 mins
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- Real Time CDR
- CloudAgent provides CDR for the current day at
real-time. Supervisor can audit the contacts with
all CDR available near real-time with contact
recordings. CDR provides various filters such as
time duration, campaign, skill, agent, answered or
abandoned contacts thus enabling to narrow down
the records list that the supervisor wants to
audit.
CloudAgent IA(Interaction Analyst) is
contact center analytics tool bundled with CloudAgent. IA
enables supervisor and decision makers to get the In-depth
knowledge of their contact center . IA lets businesses
know SLA performance, Agent Productivity, Overall Contact
center productivity and customer satisfaction. You can
also schedule the selected report to be delivered as email
in your Inbox.
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- Dashboards
- Interaction Analyst provides dashboards for
ready analysis of the contact center
System dashboard provides
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Over all contact recieved/answered
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Contact disconnect reasons
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Number of contacts transferred
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SLA performance
Performance dashboard provides
- campaing
performance
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skill perfomance
-
agent performance
Analytics dashboard provides
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Contact center load analysis
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Queue performance analysis
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Abondoned contacts analysis
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Active agent analysis
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- Reports
- Interaction Analyst provided reports on
System,Agent, Queue, IVR etc. It includes more
then 250 diffrent reports
System reports provides
- System
Summary
- System
contacts
- Contact
summary
- Contact
status
- Session
Reports
- Contact
volumne
- Disposition
- Productivity
Agent reports includes
- Agent
productivity
- Agent
performance
- Agent
disposition
- Agent
hourly contact
- Agent
Login
- Agent
breaks
- Agent
extension
Queue summary reports, IVR reports etc thus
providing a 360 degree view of the contact center
to the management. Queue reports includes
- Queue
summary
- Agents
queue hourly
IVR reports provide the details of the contact
that closed in IVR and were never connected to any
skill.
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- Analytics
- Interaction analyst provides analytics like
agent productivity compared to contact center
averagesInteraction analyst provides analytics for
- Agent
- System
productivity
- System
performance
Interaction Analyst provides integrated call
recording, that allows supervisors to access the recording
integrated with the CDR, providing complete information
about a specific contact. Integrated quality monitoring
tool, allows supervisors to judge and rate the agent
perfromance on various process specific parameters. This
helps isolate performance shortfalls and take corrective
steps to rectify them, and align training to improve
performance. This also provides early insights into
customer expectations and behavioral trends, that helps
decision makers align busienss strategies to keep up with
business competitiveness.
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- Real-time Recording
- CloudAgent real-time CDR has contact recording
accessible near real time. All recordings can be
accessed using Admin portal with a max delay of 5
minute. Realtime recording helps supervisor to do
audit offline, instead of barging into ongoing
customer contacts, thus ensuring customer
experience is not impacted due to barge in.
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- Historic Recording
- Interaction analyst provides historic recording
upto 3 months. All recordings are archived after
three months, businesses will also have option to
archive it to your servers. All recording can be
downloaded in bulk at any time using our API's.
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- Quality Monitoring
- Call recordings can be searched and narrowed
down on various paramenter. Integrated Qualilty
monitoring allows custom rating parameter to
defined for each skill. Quality team while
listening to recording can rate the performance
with integrated scoring module. Quality Monitoring
evaluation can be accessed as reports, and graphs
that provides performance feedback. It enables
quality teams to conduct evaluations streamlining
and optimizing the way contact center should
provide customer services.
.
CloudAgent Open API are web api that allow
third party applications to be seamlessly integrated with
CloudAgent
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- Open CTI API
- CTI API allows third party application to
receive the events and event data from CloudAgent
and define application action with respect to the
events. Applications such as screen pop that pops
up the customer details screen from your CRM, can
be easily done using CTI API.
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- CDR API
- If businesses want their CRM to be the central
application to hold all the data about all
customer interaction, CDR API allows businesses to
attach the contact data and contact recording for
the contact to the customer interaction history in
your CRM. With all data consolidated in the CRM
businesses have 360' view for customer
interaction. Other API like get abandon contact
list, can be used to quickly respond to the
callsdropped in the queue
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- ACD Controller API
- ACD controller API allows businesses to control
ACD functions. If businesses want to build a
single sign-on using their crm, or want to have
all agent toolbar features in their CRM, ACD
controller API allows businesses to do it. It is a
simple web API which allows to control campaigns,
get agent information and much more
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- Dialer API
- Dialer feed API allows dialer to get the feed
directly from your application, instead of
uploading the data into the dialer. With your
application integrated with dialer, your
application commands a complete control and can
automate the dialing process end-to-end. For e.g.
system can use the abandoned contact API to get
the list of contacts that dropped in queue and
push them into the dialer to contact back the
customers proactively. Dialer Control API allows
to control the Campaigns such as making campaign
online of offline based, getting campaign status
etc.
CloudAgent supports both Inbound and Outboud
campaigns. CloudAgent provides Preview dialer, Progressive
Dialer, IVR dialer and Predictive dialer (to be available
soon)
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- Preview Dialer
- Preview dialer offers campaign data one by one
to the agents. The agent can look at the customer
data before placing the call manually. Once the
call is finished dialer automatically offers the
next data. CloudAgent also provide a unique
feature of Agent wise dialing that allows admin to
predefine the data for each agent during campaign
creation.
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- Progressive Dialer
- Progressive dialer is an automated dialer.
Admin can setup the campaigns once by uploading
data via an excel sheet and creating an outbound
campaign.As the agents login and get into ready
state dialer automatically starts dialing a
contact for him, if a contact is successful it is
connected to the agents phone. Progressive dialer
will dial a contact only when an agent is
available in Ready state. Dialer improves the
productivity many times with automatically
handling not connected contacts and giving the
agent an option to utilize the time productively.
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- IVR Dialer
- IVR dialer is used for doing message broadcast
such as payment reminder. With CloudAgent this can
be any IVR built using kookoo APIs. Dialer will
dial the contacts from the list uploaded in an
excel sheet and if connected execute the IVR. IVR
can also be extended to connect the contact to an
inbound campaign if called party needs more
information.
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- Predictive Dialer (Due for release)
- Predictive dialer is an automated dialer, key
difference from Progressive dialer is that it
dials more calls than the agents available. Based
on various factor like contact handling time, drop
ratio etc., the dialer predicts how many calls it
should dial extra to keep the agent occupancy
high. Predictive dialer is advisable for campaigns
with more than 30 agents and large contact list.