CloudCall

3.5
(11)

CloudCall allows your business to make calls, re-play conversations and develop advanced reports directly from the software you already use.

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CloudCall Features

Inbound CCI Features

Automatic Call Distribution (ACD)

Intelligently route calls to the agent most qualified to handle the customer's needs. ACD can route calls either through pre-determined rules or advanced call distribution algorithms.

Not enough data available

Call Summary Notes

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

Not enough data available

Interactive Voice Response (IVR)

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

Not enough data available

Call Routing

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

Not enough data available

Call Queuing

Callers can be routed to a queue or placed on hold until an agent becomes available.

Not enough data available

Outbound CCI Features

Regulatory Compliance

Import and manage do not call (DNC) requests in order to ensure compliance with local and federal regulations.

Not enough data available

Concurrent Calling

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

Not enough data available

Dialing Tools

Automate calling with tools such as predictive dialing in order to maximize agent productivity. Determine a call-to-agent ratio that automatically places the optimal number of calls to place to reduce abandonment rates.

Not enough data available

Click-to-Call

Allow agents to place calls directly from business applications such as CRMs, contact center workforce solutions, or customer websites without having to manually dial numbers.

Not enough data available

Call Recording & Playback

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Not enough data available

Basic Communication

Phone Calls

Enables users to place phone calls over the internet.

76%
(Based on 5 reviews)

Video Calls

Enables users to place video calls over the internet.

n/a

Instant Messaging

Enables users to send instant messages over the internet.

n/a

Screen Sharing

Enables users to share screens over the internet.

n/a

Conference Calls

Enables multiple users to make phone or video calls over the internet at once.

55%
(Based on 5 reviews)

Desk-to-Desk Calls

Enables users to contact one anothers through mobile phones and landlines.

67%
(Based on 5 reviews)

CCI Platform Features

Custom Toll-Free Numbers

Purchase local or international toll-free numbers to call customers from familiar numbers, and let customers easily call local numbers that can then be routed to specific agents according to geography.

Not enough data available

Contact Database Management

Capture and manage contact information, either through an internal database or a CRM system.

Not enough data available

Administrator Access

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

Not enough data available

Reporting & Dashboards

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Not enough data available

Computer-Telephony Integration (CTI)

Link agent computer terminals to the ACD system to provide access to features such as click-to-call, CRM integration, and screen pops. Screen pops notify agents of incoming calls and provide call summary notes before the call is answered.

Not enough data available

Advanced Features

Hold Music

Offers users the option to play music for contacts who are on hold.

Not enough data available

Automated Attendants

Offers users the option to set up an automated attendant to field calls and information when employees are unavailable.

Not enough data available

VOiP Number

Offers users a unique number that can be dialed from anywhere.

67%
(Based on 5 reviews)

Access

Software Pairing

Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365.

64%
(Based on 5 reviews)

Browser Extension

Allows users to download the tool along as an extension to their browser of choice.

61%
(Based on 5 reviews)

Individual Download

Requires users download the software on its own.

n/a