CloudTalk vs. Zoom Contact Center

CloudTalk

Zoom Contact Center

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
CloudTalk	Score 7.2 out of 10	N/A	CloudTalk is cloud-based call center software for sales and support teams of all sizes, looking to improve customer experiences through more personalized, data-driven customer interactions. The vendor aims to help teams communicate clearly and efficiently. With CloudTalk users can get local, mobile or toll-free numbers from more than 140+ countries across the world. The vendor says they offer integration with important tools (such a CRM, Helpdesk, or…	$27 per month per user
Zoom Contact Center	Score 8.2 out of 10	N/A	Zoom Contact Center helps businesses deliver prompt, accurate, and highly personalized customer experiences that drive loyalty. It includes intelligent self-service and routing, a unified communications and contact center, and video optimized high-touch engagements.	$69 per month per user

Pricing

CloudTalk

Zoom Contact Center

Editions & Modules

CloudTalk Lite: $27
per month per user
CloudTalk Essential: $39
per month per user
CloudTalk Expert: $69
per month per user
CloudTalk Custom: Custom Pricing
per user or company/month (invoiced annually)

Essentials: $69
per month per user
Premium: $99
per month per user
Elite: $149
per month per user

Offerings

Pricing Offerings
CloudTalk	Zoom Contact Center
Free Trial
Yes	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Additional Details

A discount is offered for annual billing.

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More Pricing Information

Community Pulse
	CloudTalk	Zoom Contact Center
Considered Both Products	CloudTalk Zuzana Hasko Head of Marketing Chose CloudTalk We were recommended CloudTalk basically from everybody in our network so we reached out directly to them at first and since they had everything we were looking for, feature-wise, and also were in our budget, we didn't really consider other vendors on the market. The … Incentivized Helpful? Verified User Anonymous Chose CloudTalk There were several services suitable for our needs. CloudTalk was chosen because of its simplicity, complexity, and brief time needed to use this service. No broad technical knowledge is required to start and operate CloudTalk. Incentivized Helpful? Matej Kukucka Founder Chose CloudTalk Better value for the money (by far). And besides that, all the features we needed, CloudTalk has them. Shoutout to their support for answering all the questions we had and to their CSM team for giving us a quick demo on the same day when we requested it. Recommended solution! Incentivized Helpful? Martin Kováč Marketing Specialist Chose CloudTalk Cloudtalk is well-priced for what we need from it. The fact that it has many features that we plan to use in the future is a deciding factor, and that gives it a big advantage. So the biggest impact was the comprehensiveness of the solution and the integration with the CRM. Incentivized Helpful? Verified User Anonymous Chose CloudTalk Twilio, Aircall and Talkdesk Incentivized Helpful? Marc Louis-Boyard International growth marketing specialist / Lead generation & International PR Chose CloudTalk We tried dealing with Aircall, but their solution didn't seem so flexible and the initial adoption cost was way out of our context. We learned later that the solution was in fact more flexible than we thought, but were disappointed by the little quality of their before-sales … Incentivized Helpful? Verified User Anonymous Chose CloudTalk So much better, much cleaner design. Much less complicated setup process. Has a much more up-to-date program. You can use the browser version or the stand-alone app, both are far more fleshed-out pieces of software. It is also much more reliable, haven't had the app crash even … Incentivized Helpful? Verified User Anonymous Chose CloudTalk CloudTalk is a lot more intuitive and provides more features and analytics than 3CX. The fact it allows for integration as well means we can stay on top of all of our missed calls and know exactly what client rang linking them to their company account. Incentivized Helpful? BM Bobbe Marvin Setter Team Manager Chose CloudTalk RingCentral has major issues syncing in real-time. The Web app and the desktop app never showed the same numbers. Often I'd have to wait hours for reports to update and then still had no confidence in the information presented. Incentivized Helpful? TN Trevor Nicholson CFO (Chief Financial Officer) Chose CloudTalk CloudTalk is significantly more affordable, easy to setup and the trial month was very helpful to ensure it was what we needed. AirCall can probably do a lot more but I cannot tell you what and I don't believe we need more as we are not a complex business that needs multiple … Incentivized Helpful? SS Samantha Semuhin Senior Support Manager Chose CloudTalk The pricing is more interesting and the fact they have a product easy to use with integrations with both our Sales and Support CRM's made us chose them. We were also told that a lot of the features we needed would be implemented in the soon future so let's see if it happens. Incentivized Helpful? FR Frederico Rocha CEO (Chief Executive Officer) Chose CloudTalk Availability of a Portuguese phone number and voice call quality. Incentivized Helpful? Diana Furikova Sales Manager Chose CloudTalk I have been using WhatsApp quite often for private and sometimes professional usage and in the past Skype and ICQ. WhatsApp is for free but I would say that CloudTalk provides a higher quality while talking so if I should choose between them for messages is WhatsApp very easy … Incentivized Helpful? Verified User Anonymous Chose CloudTalk The first thing is cost. CloudTalk was a lot cheaper than others. The other thing I noticed is that there were a lot of unwanted or unnecessary features with the other ones that didn't really matter to us, but were more [than] able to ask a higher price per seat. However, the … Incentivized Helpful? Verified User Anonymous Chose CloudTalk We used local VOIP provider, but it was slow, manual-based and expensive solution. Incentivized Helpful? Logan Brown Head of Sales and CS Chose CloudTalk 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. Incentivized Helpful? PR Pablo Ritchie Product Manager Chose CloudTalk The integration of CloudTalk with Pipedrive makes the native Pipedrive call system practically unnecessary. The latter does not allow searching for calls or generating indicators as well achieved as in CloudTalk. Incentivized Helpful? Balder Goyo Coordinador de ventas Chose CloudTalk Before CloudTalk, we used Pipedrive. It also works really well, but it does not have the option of analytics. You could not check things like how many calls were made during the day or a specific time period. That, for me, is the most valuable feature of CloudTalk--all the data … Incentivized Helpful? JM juan meier lend officer Chose CloudTalk It's the perfect complement to the other services we use as it permits us to get in contact with our clients in order to not only have good communication inside of the company but also outside the company with our clients. It really rounds up the whole package. It's just the … Incentivized Helpful? Ian Moro Investment Advisor Chose CloudTalk Can't elaborate on this one. Incentivized Helpful? SM Siddharth Malhotra Business development Chose CloudTalk N/A Incentivized Helpful? Stasia Blake Administrative Strategist Chose CloudTalk CloudTalk service is immediately available once a profile is created and payment is made. Five9 indicated it would take up to 2 weeks to have full access to the service. Incentivized Helpful? Alex Peralta Partnership Manager Chose CloudTalk Though it was not my decision from switching from Circleloop, when we had originally used CircleLoop it gave some issues with internal transfer and taking calls which heavily affected us. With CloudTalk we can now successfully make outbound calls without any problems. Incentivized Helpful? Verified User Anonymous Chose CloudTalk CloudTalk has a better value for the money spent and has been easier to set up than other peers in that regards as well as better overall integration with already existing Software that we have been using for years in our company. At the end, the communication with CloudTalk … Incentivized Helpful? Verified User Anonymous Chose CloudTalk CloudTalk is much more configurable. It is very easy to send proactive SMS messages with CloudTalk whilst with Zendesk Talk this can only be done through a workaround. Zendesk does not provide Chinese virtual numbers either and outbound calls were not working to Chinese numbers … Incentivized Helpful?	Zoom Contact Center WU Wenceslao Unzueta Consultor Sr. Chose Zoom Contact Center At my company we have worked with other Contact Center solutions, both for internal use and for distribution, and we have chosen Zoom Contact Center as the best of all for its ease of use, implementation time, and easy adoption. It offers a better experience for both our … Incentivized Helpful? Brock Taffe Head of Operations & Events Chose Zoom Contact Center Microsoft Teams was very difficult. Many third-party providers didn't understand the integration and capabilities of the systems. The Teams app is very clunky, and you can get very different capabilities and compatibility when using it between Mac and PC environments. Zoom had … Incentivized Helpful? SL Stephen Lewis Contact Center Administrator Chose Zoom Contact Center Without being too negative, I would say that Zoom shines in every area that Mitel left us lacking. The application itself is far and beyond more optimized for our systems. As the Contact Center Administrator, uptime and stability and call quality are my main priorities, and … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Works for smaller customer service but if you want to see metrics and so on Zoom Workplace is the way. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Zoom Workplace is a lot easier to use than Talkdesk and is a lot less buggy. Incentivized Helpful? JB Joshua Brown Managing Director, Operations Chose Zoom Contact Center Intercom's call features are not yet available. Dialpad does currently seem superior, but we are locked in with Zoom Workplace at the moment. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center As the person in IT dealing with the day-to-day issues that come up, Zoom Contact Center is far superior to 8x8 Contact center. When we had 8x8 we probably saw 10+ tickets (we were a company of about 115 employees) every day. Most of those times we would have to uninstall and … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center We liked RC but support in our virtual environment was not available. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Zoom Workplace's solution is much more streamlined, easier to use, easier to administrate, and easier to integrate than any of its competitors. Incentivized Helpful? JA Javier Acebo System Administrator Chose Zoom Contact Center Zoom has all the features Jive lack at the moment, example: Routing skills, better analytics and logs, being able to add conditions to the routing flows. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Ease of administration, use, and UI. Very dynamic platform designed by people who wanted to make something that made sense, unlike every other phone system out there that is a nightmare. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Ease of use and willingness to partner with us in gaining the most efficiency. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center It is a good product that fits our needs, we considered using the Contact Center despite the fact of still lacking important capabilities (we think it is till s in its "toddler" age) because we see how rapidly Zoom builds their products and add functionality to it, and because … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Very briefly, Zoom Contact Center is light years ahead of all of the other telephony systems we've tried with a comparable price. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Talkdesk was an all-around lower-quality product. The app wasn't great, the customer service was lackluster, and the call quality was very often poor. Its reporting and live team dashboard were better than ZCC's Incentivized Helpful? Derrick Kelly VP Solutions Enablement Chose Zoom Contact Center There are options and ways to get to specific feature sets that are similar to what Zoom can offer. Many of the Zoom included features are add-ons for the RingCentral offering. So cost goes up and can also be an add-on difficulties/deployment costs as well. When we reviewed the … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Genesys Cloud CX Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center When we did a head to head comparison between the two products we felt that Zoom stacked better in price, performance and ease of use. We did trial both products and determined that the users liked the Zoom interface better. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Setup and management is much easier compared to other applications. Making changes is all done from one place and not multiple. Changes can also be made and implemented very quickly. Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center I looked at multiple options but Zoom stacked up on products. Everything in one place. Cost was also a factor. Incentivized Helpful? VG Vernon Gibson NetSuite Administrator Chose Zoom Contact Center In my opinion, Zoom Phone is far more user friendly and cost effective. I think Zoom Phone has superior user and administrator support. When you have issues, you have a person to talk to quickly. The administrative side of Zoom Phone is by far one of the best that I've every … Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center RingCentral Contact Center and 8x8 Contact Center Incentivized Helpful? Verified User Anonymous Chose Zoom Contact Center Different application than the above but I don't find Zoom Contact Center's offering compelling and their support is poor. Incentivized Helpful? DR Dan Robidoux Manager, Service Desk Chose Zoom Contact Center Zoom Workplace gives us more tools than teams in relation to the education sector. More abilities in the classroom and for meetings in general Incentivized Helpful?

Features

CloudTalk

Zoom Contact Center

Contact Center Software

Comparison of Contact Center Software features of Product A and Product B
	CloudTalk 9.8 Ratings 17% above category average	Zoom Contact Center 7.5 Ratings 10% below category average
Agent dashboard	10.00 Ratings	7.70 Ratings
Validate callers	9.80 Ratings	7.10 Ratings
Outbound response	10.00 Ratings	7.80 Ratings
Call forwarding	9.90 Ratings	7.00 Ratings
Click-to-call (CTC)	9.80 Ratings	7.90 Ratings
Warm transfer	9.60 Ratings	8.40 Ratings
Predictive dialing	10.00 Ratings	7.40 Ratings
Interactive voice response	9.90 Ratings	8.30 Ratings
REST APIs	9.60 Ratings	6.90 Ratings
Call scripts	9.10 Ratings	7.20 Ratings
Call tracking	9.40 Ratings	7.30 Ratings
Multichannel integration	9.90 Ratings	8.20 Ratings
CRM software integration	9.90 Ratings	6.80 Ratings

Workforce Optimization (WFO)

Comparison of Workforce Optimization (WFO) features of Product A and Product B
	CloudTalk 9.9 Ratings 19% above category average	Zoom Contact Center 7.8 Ratings 5% below category average
Inbound call routing	10.00 Ratings	8.50 Ratings
Omnichannel inbound routing	9.90 Ratings	7.90 Ratings
Recording	9.90 Ratings	8.60 Ratings
Quality management	9.90 Ratings	8.00 Ratings
Call analytics	10.00 Ratings	7.50 Ratings
Historical reporting	9.90 Ratings	7.30 Ratings
Live reporting	9.90 Ratings	7.30 Ratings
Customer surveys	9.90 Ratings	8.20 Ratings
Customer interaction analytics	9.90 Ratings	7.00 Ratings

Best Alternatives
	CloudTalk	Zoom Contact Center
Small Businesses	Nextiva Contact Center Score 9.6 out of 10	CloudTalk Score 7.2 out of 10
Medium-sized Companies	Nextiva Contact Center Score 9.6 out of 10	CloudTalk Score 7.2 out of 10
Enterprises	Google Cloud Contact Center AI Score 7.0 out of 10	Google Cloud Contact Center AI Score 7.0 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	CloudTalk	Zoom Contact Center
Likelihood to Recommend	10.0 (0 ratings)	8.0 (0 ratings)
Likelihood to Renew	8.2 (0 ratings)	- (0 ratings)
Usability	7.7 (0 ratings)	- (0 ratings)
Support Rating	3.6 (0 ratings)	- (0 ratings)
Implementation Rating	8.2 (0 ratings)	- (0 ratings)

User Testimonials
	CloudTalk	Zoom Contact Center
Likelihood to Recommend	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. Verified User Anonymous Read full review	Perfect for companies that have agents all over the place, e.g., different offices or WFH. Also good for companies that aren't big enough to have a "phone guy" as this platform allows IT to do the phone work as it doesn't require esoteric knowledge like other phone systems. Verified User Anonymous Read full review
Pros	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. Verified User Anonymous Read full review	Customer service - Whether for sales, setup, or technical assistant, their team is always patient, informed, and helpful. Cutting Edge - Every month there are a plethora of new or enhanced features that are well thought, tested, and ready for implementing. Stability - Our uptime is important to our clients. As a 24/7 365 day/year contact center, having confidence that Zoom's systems are up and running means our clients have trust in our abilities to service their calls. Incentivized SL Stephen Lewis Contact Center Administrator Read full review
Cons	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 SS Samantha Semuhin Senior Support Manager Read full review	The Teams dashboard for monitoring agents needs some customization options. Friendly names, I would like to be able to name a number and when it rings you can see the name of the number. Point flows at flows would be nice, instead of flows to queues only. Incentivized Verified User Anonymous Read full review
Likelihood to Renew	It is working and affordable Incentivized TN Trevor Nicholson CFO (Chief Financial Officer) Read full review	No answers on this topic
Usability	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. IL Ieva Lukstiņa Customer Support Read full review	First and foremost for our results, the omnichannel approach and ease of use on the internal side (agents, supervisors and administrators) have made adoption very simple, we have managed to reduce response times (SLA) and internal communication has become very fluid. We get good feedback from our clients for having implemented ZCC in the company to serve them. Incentivized WU Wenceslao Unzueta Consultor Sr. Read full review
Support Rating	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! Stanislav Bouda Account Manager Read full review	No answers on this topic
Alternatives Considered	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. Logan Brown Head of Sales and CS Read full review	Microsoft Teams was very difficult. Many third-party providers didn't understand the integration and capabilities of the systems. The Teams app is very clunky, and you can get very different capabilities and compatibility when using it between Mac and PC environments. Zoom had a local team that could help with the transition directly, which is very valuable Incentivized Brock Taffe Head of Operations & Events Read full review
Return on Investment	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 Zak Weller Senior Recruitment Specialist Read full review	Intuitive, Easier and almost effortless to maintain. Lesser Operational Expenses that the alternative we also have We wish it has a better integration with Zoom Phone, in terms of channels integration (Voice and Chat) to quick identify callers. It is missing "modular" programming to "reuse" Existing Flows and call them from other flows then return to the main flow. It is missing the capability to compartmentalizing different teams/groups related to reporting, admin, and global parameters. Verified User Anonymous Read full review
ScreenShots	CloudTalk Screenshots	Zoom Contact Center Screenshots