CloudTalk vs. Evolve IP Unified Communications

Cloudtalk is by far the best value-for-price software out there for call center solutions. Packed with features, very accessible, kind and accessible customer support, and cheap, especially when compared with their competitors for the same range of features. Easy entry-level software, especially if you're a startup that doesn't want to make big initial commitments but needs a solution that scales with the business.

For small locations, it's perfect but maybe not for larger locations with more then 50 people. It would depend on your bandwidth availability and what type of redundancy you have in place.

• Very easy to setup and configure. It took literally a few minutes to start making our first calls.
• Integrates with many CRM systems. We've connected with Zendesk for calls and texts to generate tickets automatically.
• Great selection of virtual numbers for international calls.
• Great customer support team with quick replies.
• Call quality is generally good, especially for the price.

• Unified Communications
• Centralized management of a distributed phone system
• Training

Incentivized

• A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one.
• Desktop app has had some instability issue.
• IVR needs to be self-recorded which can lead to a lower quality.

Incentivized

• There are so many ways they need to improve. I can't list them all.
• First off, their tech support is the worst I've ever seen. They generally break something on at least half the tickets we submit. New accounts always have some kind of issue and it is amazing when one works 100%. Response times were terrible too. It could take 2-8 days just to get a new account setup.
• Reporting is inaccurate. Even trying to get it configured with their support team was a hassle and didn't work and wasn't even our data.
• Billing had mistakes often and there could be 3 SKUs for the same item. Same item number, description has the same words in a different order.
• Admin features are lacking. We can't even change the physical phone on an account. We can't create new accounts. Very limited options.
• The admin portal info is inaccurate. Some accounts show no phone associated even though they have one that is working on their account.
• There are times that randomly something stops working and not even the tier 1 support can fix it - a checkbox could "uncheck" itself magically and neither we nor the tier 1 tech can check the box again.
• When we ask to have licenses removed, they don't remove all the licenses. Then, when we re-use that DID (which is what the account is tied to) for a new user, the license applies to them - for instance, call recording. And we didn't ask for call recording on that new user.
• UC-One crashes all the time. It frustrates our users and has a few commonly seen issues.

Incentivized

It is working and affordable

Incentivized

CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work.

They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!

Support? If I could do everything myself with the time I don't have, I would do it better than their support. I don't like saying it that way, but it is the truth. We hired someone from another company that also used Evolve IP and when they found out that is what we used here, he expressed all of the same complaints and stories that we had.

Incentivized

It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before.

Evolve is worse than Dialpad, Vonage, RingCentral, Genesys, MS Teams, 8x8, and any other system I've dealt with. These mentioned all have better features, work well, are simple to use and admin, and some of them cost less.

Incentivized

• With helping us gain a US number, it's made us able to call candidates and clients which we've completed multiple deals
• Being able to integrate CloudTalk with Salesforce, saves us a lot of time typing in numbers individually in which we can make more calls

Incentivized

• Cost and time savings over supporting and maintaining on-premise PBX equipment.
• Increased flexibility for employees to stay connected from a variety of locations.
• Increased productivity in our phone room by allowing the use of a soft-client that can integrate into our workflows via features such as click-to-dial.

Incentivized