up

Local Numbers in 66 Countries. Toll Free Numbers for 150 countries.
Call termination across the world at best call rates



Global POP

Service Availability


How Its Delivered

public cloudagent

Go live with your contact center in hours. Cloudagent delivers complete contact center over internet using web browser. Cloudgent requires no onsite installation. Whether it's single site or multiple sites across the globe or home agents, Cloudagent is a hassle free way to set up your global distributed yet centrally managed contact center. Agents can operate from anywhere, as long as they have internet connection and a web browser.


Integration

CloudAgent offers Off-the-shelf integration with various CRM, Helpdesk, and Analytics products.

If you are using any of the listed products, you can get started immediately


Most of the popular CRM are integrated with Cloudagent. Full 360 degrees integration including custom IVRs using the CRM API, and all call details stored in the CRM makes your CRM central place to manage your customer relationship. Out of the box integrations enables CRM screens pops for customer details, case handling and call control from a single screen.


feature1

Play ticket details, display customer ticket details to agents, create tickets for calls etc. All these and more can be done using the Helpdesk software API and Cloudagent mashups.




Cloudagent is integrated with Analytics engine so that you can track your calls using the familiar Analytics reports. Advanced features can be used to analyze IVR call flows and call center performance



Why CloudAgent

feature1

Improve Agent Efficiency

Cloudagent unified desktop gives agent single window access to all contact centre applications such as multiple-channels, dialers and more. Cloudagent, with it's advanced features like screen pop, ACD, skill routing, sticky agents, agent scripts etc has been proven to improve the call center agent efficiency by 60%.

feature2

Get Insights

Interaction Analyst in Cloudagent is an advanced business intelligence tool which helps you get insights into your calling patterns. It offers more than 300 reports across all dimensions of a contact center. It can help you answer questions like "Who is the most efficient agent?", "What is the average call handling time for support skill?", "What is the peak hour for my call center?"

feature3

Reduce Call Handling Time

Customers call your call center to get answers. Cloudagent, with Cloud IVR you can design complex IVRs integrated with your back-ends to answer caller queries before they reach your agents. Agents have access to contextual information about the caller including previous contact history.



feature1

Dialer

Cloudagent Dialer helps you reach customer proactively. Different dialer type i.e. preview, progressive, IVR lets you define the most customer friendly way to contact your customer. Our dialers have helped increase agent productivity upto 400% as compared to manual dialing.

feature2

Quality Monitoring

Cloudagent integrated voice logger allows supervisor to judge agent performance in context of the call i.e. campaign, skill etc. Cloudagent allows to custom define the different weightage parameter applicable to particular skill/process allowing agent performance to be judged in terms of parameter that impact the process performance the most.

feature3

Open API

Cloudagent while a complete out-of-box product, can still be extended to suite your business requirement. Cloudagent simple Open API for CTI, CDR and Dialer allows you to seamlessly integrate it with your business systems for an end-to-end customized and optimized process performance.


Companies Trust Us

rural shores
mahindra
Shaadi
Portea
rural shores


Customer Testimonials

"          We signed up with Ozonetel in July 2012 - the primary reason being that we were expanding .We were using a solution that wouldn't allow us to use the cloud and have a seamless customer service experience across cities. We evaluated companies and found Ozonetel to be best suited for our needs. Due to the per agent pricing model, we have managed to keep the overall CS cost at just under 0.5% of the overall revenue when revenue has grown 10 fold over 2 years. Due to the stable & robust solution we are consistently managing AHT of 2.5 minutes and able to achieve industry leading FTR of 85% . "

author Hari Menon(Co-founder & CEO)