CloudTalk

Score7.3 out of 10

66 Reviews and Ratings

What is CloudTalk?

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 ecommerce platforms, etc.) and "enterprise-class" features.

CloudTalk offers solutions for:

Support teams
Sales teams
E-commerce
and others

Categories & Use Cases

Media

Screenshot of CloudTalk for Freshdesk - All customer-related data from both systems can be automatically synchronized and always up-to-date. No matter whether one is working in Freshdesk or CloudTalk, the software can provide comprehensive customer data.

Screenshot of CloudTalk for Intercom - By integrating Intercom with CloudTalk, essential customer contact details become visible, as well as history of calls and conversations. No matter whether one is working in Intercom or CloudTalk, comprehensive customer data will be presented in both systems. In addition, data synchronization is automatic and regular, so information is always up-to-date.

Screenshot of Complete customer interaction history is always within reach. CloudTalk will automatically display previous calls, orders, chats or notes, so agents don’t have to look them up in multiple systems.

Screenshot of CloudTalk apps allows agents to make and receive phone calls from anywhere.

Screenshot of Agents can see all caller information in one place. During the phone call, they can look at the client’s history of interactions, orders, chat or notes.

Screenshot of CloudTalk Wallboard & Real-Time Reporting - Presents a live picture on what’s going on in a cloud call center displayed on monitors. Wallboard allow viewers to optimize agent productivity, reduce waiting times and immediately address the caller’s needs to improve their satisfaction.

Screenshot of CloudTalk Call History & Historical Reporting - A team's call performance and historical call data are presented in dashboards, and the user can export reports for further analysis.

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Screenshot of CloudTalk for Freshdesk - All customer-related data from both systems can be automatically synchronized and always up-to-date. No matter whether one is working in Freshdesk or CloudTalk, the software can provide comprehensive customer data.

Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7

REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.7
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2

Matej Kukucka View profile

Founder at Marketing Player (1-10 employees employees)

Use Cases and Deployment Scope

We use CloudTalk for inbound calls for customer service and easier routing between the departments. On top of that, we are logging our sales calls with CloudTalk, which enables us to improve our sales results. Their easy-to-use interface shows various dashboards, so we can quickly see where we are struggling or doing great.

Pros

IVR
Call Monitoring
Call Routing
Call Tagging

Cons

Mobile Application

Return on Investment

Increased ROI
Increased number of the calls
Decreased time to answer customer inquiries

Alternatives Considered

Aircall, NICE CXone, Genesys Cloud CX, Talkdesk and Five9

Zuzana Hasko View profile

Head of Marketing in Marketing at Trustmatic (11-50 employees employees)

Use Cases and Deployment Scope

We started using CloudTalk for inbound calls with our customers to secure a better and more dynamic client relationship. We are able to track the performance of our support calls in intuitive dashboard and we are definitely closer to our customer around the world. The software is very intuitive itself so anytime we don't perform well regarding our support team calls, we are able to quickly take actions and make adjustments.

Pros

IVR builder
call recording
Call monitoring

Cons

Return on Investment

Saves time as the tool is very user-friendly
Increased access to regions that are sensitive to support calls

Other Software Used

HubSpot CRM, HubSpot CMS Hub, HubSpot Marketing Hub

Martin Kováč View profile

Marketing Specialist in Marketing at Luigi's Box, s.r.o. (51-200 employees employees)

Use Cases and Deployment Scope

I use it for internal communication and joint calls with clients as I focus on marketing research. Connecting with Hubspot allows me to sync data to know when a client is ready to talk. The interviews are easily recorded, and I evaluate them later. It's great that I don't have to search for the data in different tools, but I can get it in a few clicks, which makes marketing research easier.

Pros

Connection and synchronization of data with existing CRM
Great support who can always advise and is available when we need them
Independent of the fixed telephone line running on the VoIP protocol

Cons

I don't know about anything suits me

Return on Investment

Saves a bunch of time that can be devoted to other things. This has a higher return and makes more sense compared to the competition.
Salespeople have all the information they need in the CRM, including research, allowing them to make better decisions, strategies and increase sales.

Alternatives Considered

LiveAgent and LiveCall

Other Software Used

Basecamp, Slack, HubSpot CRM

Zak Weller View profile

Senior Recruitment Specialist in Information Technology at Darcy Cole (1-10 employees employees)

Use Cases and Deployment Scope

All of our work is based in the US, so CloudTalk helped us gain a US number as we are located in the UK. We have Salesforce as a CRM system and CloudTalk made it super easy to install their app and also to integrate it with our CRM system. It's great to have a system all in one place and one that is so simplistic.

Pros

It's extremely simple to install and integrate
Their smart dialer option reduces time spent typing in number and helps make more calls
It makes life super easy to keep track of calls being made and how long calls are but also to listen back on calls made

Cons

I honestly could suggest any improvements at this time but that may change in the future

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

Other Software Used

Linkedin Recruiter

Marc Louis-Boyard View profile

International growth marketing specialist / Lead generation & International PR in Marketing at Niryo (11-50 employees employees)

Use Cases and Deployment Scope

We're using CloudTalk to monitor the source of our calls and to operate the right dispatches to the right salespeople. This enabled us to have a clearer vision of the ROI of our actions, especially when it comes to printed media. We also needed a tool that offered ease of setup and maintenance, compatible with our numerous Hubspot workflows.

Pros

Tracking
Ease of setup.
Ease of adoption by our sales team.

Cons

The documentation could be clearer.
Personalization seems confusing at first, and requires a bit of test and learn.

Return on Investment

Positive: tracking of our printed efforts.
Positive: ridiculous cost for our sector.

Alternatives Considered

Aircall

CloudTalk

What is CloudTalk?

Categories & Use Cases

Media

Key Features

Top Performing Features

Agent dashboard

Outbound response

Predictive dialing

Areas for Improvement

REST APIs

Call tracking

Call scripts

Reviews

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Use Cases and Deployment Scope

Pros

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Other Software Used

Use Cases and Deployment Scope

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Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

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Other Software Used

Use Cases and Deployment Scope

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Alternatives Considered

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