CloudAgent

Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing

Cloudagent Cloud Contact Center

Inbound | Outbound | Blended call center in a browser

Provide Multi-channel ACD (Voice, Email, SMS, Social Media), IVR, Dialer, Quality Monitoring, Interaction Intelligence and more right from your browser within the Zendesk interface.

Start your contact center in 5 minutes.

Advantages

• Zero installation, all contact center applications delivered out of browser

• Improve support with Screenpop and Click to Call

• Automatically tag calls to tickets

• Use advanced call center features like call transfer, hold, conference right from the Zendesk interface

• Track agent performance

• Barge-in and Advanced analytics

Improve Agent Efficiency

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

Get Insights

Interaction Analyst in Cloudagent is an advanced business intelligence tool which helps you get insights into your contact 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?

Reduce Call Handling Time

• Customers contact your contact 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.

Quality Monitoring

Cloudagent integrated voice logger allows supervisor to judge agent performance in context of the contact 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.

Open API

Integrate easily with Zendesk. Greet callers with status of their ticket.

Data Disclosure

This app accesses and uses the following data from your Zendesk account:

• User Information: Agent name, email, and ID for authentication and call association

• Ticket Data: Ticket IDs, subjects, and customer information for screen pop and ticket creation

• Call Data: Call logs, recordings metadata, and disposition codes are stored in CloudAgent servers for reporting and quality monitoring

Data is processed to enable CTI functionality and is retained according to your CloudAgent subscription terms.

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