Kaleyra
Last Updated
Overview
Kaleyra software provides sophisticated Contact Center as a Service (CCaaS) functionality, enabling global enterprises to orchestrate seamless customer interactions across voice, SMS, and video. Despite reports regarding occasional auto-logout issues during use, its comprehensive communication services and easy setup are highly valued by users.
Kaleyra Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting and Analytics
Kaleyra Features
Sticky Agents
Kaleyra utilizes ‘Smart Dialing’ functionality to connect callers to the next available agent, ensuring zero waiting time and optimizing agent utilization immediately. The system incorporates ‘Sticky Agent’ technology, which is designed to ensure repeat customers are automatically routed back to their previous handler.
Queue Management
The platform effectively manages high call volumes by utilizing intelligent call queuing, typically operating on a first-in, first-out (FIFO) basis when agents are occupied. Concurrent calling is fully supported, enabling high-volume inbound and outbound campaigns to run simultaneously without congestion or delay.
Omnichannel Interaction Orchestration
Kaleyra features unify all customer touchpoints, including voice, WhatsApp, SMS, and email, to create truly seamless, hyper-personalized customer journeys. The platform employs a composable customer data platform (CDP) to aggregate real-time, 360° customer profiles from all engagement points.
Unified CCaaS Orchestration
Kaleyra’s multi-tenant CCaaS solution seamlessly integrates with CRM systems, Microsoft Teams, and social media to elevate customer experiences. It helps businesses harmonize customer journeys with employee engagement strategies, facilitating a modern connected workforce through hybrid workplace transformation in global environments.
Compliant CPaaS Personalization
The proprietary CPaaS platform enables businesses to deliver compliant, highly personalized interactions across messaging, voice, and video channels. By leveraging robust APIs, enterprises scale faster with multi-channel integrated communication services, ensuring reliable, hyper-personalized customer engagement across all global touchpoints.
Pros And Cons of Kaleyra
Pros
User-friendly interface and intuitive dashboard for quick setup
Supports call recording and detailed reporting for communications
Fast template approval and good onboarding support
Cons
Dialer pad could use improvement
Limited native integrations with other channels
Kaleyra Reviews
Total 2 reviews
4
All reviews are from verified customers
Rating Distribution
5
Stars0%
4
Stars100%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Human Resources, 500+ employees
Less than a year
“Dialer works well”
Pros
Calling through shortcuts and the dialer works really well and having calls recorded is useful for both quality checks and AHT reference.
Cons
It would be more convenient if the platform included a built in dial pad instead of relying on a separate dialer.
Rating Distribution
Ease of use
9
Value for money
8
Customer Support
8
Functionality
7
Non-Profit Organization Management, 51-100 employees
Less than a year
“helpful responses by support”
Pros
Being able to set up the IVR on our own is a big plus. We don't have to rely on IT for that which saves time. Most of the features work really well and the customer support team has been helpful too.
Cons
This app would be even better if customer support were available on chat 24/7.
Rating Distribution
Ease of use
10
Value for money
8
Customer Support
7
Functionality
8
Frequently Asked Questions
What language does Kaleyra support?
Kaleyra is primarily available in English.
What other apps does Kaleyra integrate with?
The software supports integration with multiple platforms via Zapier, such as WooCommerce, HubSpot, NetSuite, Shopify software, Salesforce, Acuity Scheduling, and Slack software.
What types of pricing plans does Kaleyra offer?
The Kaleyra price is customized according to the needs of the organization. Request a personalized Kaleyra pricing quote for your business.
Does Kaleyra offer an API?
Yes, Kaleyra offers an API.
Does Kaleyra have a mobile app?
No, Kaleyra does not have a mobile app.
What level of support does Kaleyra offer?
Kaleyra offers support through contact form, phone, knowledgebase, and resource hub.
Who are the typical users of Kaleyra?
Typical users include industries like banking and finance, e-commerce and retail, logistics, healthcare, and airlines.