CloudTalk Customer Reviews 2024

CloudTalk

8.1 /10

What is CloudTalk?

With CloudTalk, you can deliver exceptional customer support to your clients. Whether you employ several busy agents or handle phone calls rather rarely, CloudTalk will fully adapt to your needs and size of your business. The only thing you need is internet access. Integration into your existing helpdesk, e-commerce or CRM solutions, international phone numbers and many other features of a first-class call center will make your work more efficient and boost satisfaction of your clients.

Company Details

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Awards & Recognition

CloudTalk won the following awards in the Contact Center as a Service - Midmarket category

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2 Top Rated Capabilities

1 Top Rated Features

2023

2022 Data Quadrant Gold Medalist

2022

3 Top Rated Capabilities

4 Top Rated Features

2022

CloudTalk Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on CloudTalk.

87 Likeliness to Recommend

7
Since last award

94 Plan to Renew

19
Since last award

80 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+88 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love CloudTalk?

2% Negative

4% Neutral

94% Positive

Pros

Respectful
Trustworthy
Efficient Service
Enables Productivity

Feature Ratings

Average 82

Workforce Management

Call Recording

Knowledge Management

Ticket Management

Contact Center Compliance Management

Call Scripting and Call Flow Management

Multi Channel Queue Management

Multi Channel Intake Integration

Skills Based Routing

Screen Prompts

Contact Center Analytics

Vendor Capability Ratings

Average 79

Ease of Implementation

Ease of IT Administration

Ease of Data Integration

Usability and Intuitiveness

Availability and Quality of Training

Vendor Support

Product Strategy and Rate of Improvement

Business Value Created

Quality of Features

Breadth of Features

Ease of Customization

CloudTalk Reviews

NIKA B.

Role: Operations
Industry: Shipping
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2022

Not what expected

Likeliness to Recommend

5 /10

What differentiates CloudTalk from other similar products?

The ability to send sms and choose which country number to use during calls.

What is your favorite aspect of this product?

The feature of sending SMS from the software and the software overall being very use friendly.

What do you dislike most about this product?

The reporting tool is not working smoothly and does not provide detailed data. Depending on country sometimes calls are not connecting and when they do it takes pretty long time.

What recommendations would you give to someone considering this product?

Try and see first how it works in your area, also take a look at the reporting tools and campaigns.

Pros

Respectful
Caring
Client Friendly Policies
Altruistic

Cons

Wastes Time
Less Reliable
Less Productive

Sopiko K.

Role: Operations
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2022

Easy to use, fast and reliable.

Likeliness to Recommend

9 /10

What differentiates CloudTalk from other similar products?

It's really comfortable working with this app, much easier and not as complicated as other similar products

What is your favorite aspect of this product?

Access with the statistics & calls history

What do you dislike most about this product?

No issues so far

What recommendations would you give to someone considering this product?

Highly recommended, like I said easy to use and comfortable

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Stella H.

Role: Sales Marketing
Industry: Not for Profit
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Dec 2021

Great fit for our company and how we operate

Likeliness to Recommend

8 /10

What differentiates CloudTalk from other similar products?

Cloudtalk fits seamlessy with the other tech that we have and feels intuitive to use in the same way that that does

What is your favorite aspect of this product?

Ease of use and analytics available

What do you dislike most about this product?

It can be glitchy and temperamental at times

What recommendations would you give to someone considering this product?

I would have no hesitation in recommending this as a slick and efficient solution

Pros

Performance Enhancing
Enables Productivity
Helps Innovate
Reliable

CloudTalk

What is CloudTalk?

Company Details

Need Assistance?

Awards & Recognition

2022 Data Quadrant Gold Medalist

CloudTalk Ratings

87 Likeliness to Recommend

7 Since last award

94 Plan to Renew

19 Since last award

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love CloudTalk?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

CloudTalk Reviews

NIKA B.

Not what expected

Likeliness to Recommend

Pros

Cons

Sopiko K.

Easy to use, fast and reliable.

Likeliness to Recommend

Pros

Stella H.

Great fit for our company and how we operate

Likeliness to Recommend

Pros

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Feature Ratings

Workforce Management

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Knowledge Management

Ticket Management

Contact Center Compliance Management

Call Scripting and Call Flow Management

Multi Channel Queue Management

Multi Channel Intake Integration

Skills Based Routing

Screen Prompts

Contact Center Analytics

Vendor Capability Ratings

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