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

+89 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
Acts with Integrity
Trustworthy
Efficient Service

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 IT Administration

100

Ease of Customization

Availability and Quality of Training

Ease of Implementation

Quality of Features

Breadth of Features

Business Value Created

Ease of Data Integration

Vendor Support

Product Strategy and Rate of Improvement

Usability and Intuitiveness

CloudTalk Reviews

Alan T.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Easy to use, VERY practical

Likeliness to Recommend

7 /10

What differentiates CloudTalk from other similar products?

For us, what differentiated CloudTalk from similar products was its seamless integration with our CRM (Zoho) and the streamlined workflow it provided The advanced call center features, particularly the call analytics also stood out to us.

What is your favorite aspect of this product?

Its integration with CRMs has been a real favorite for us, allowing for a holistic view of customer interactions and data consolidation in one centralized platform. As an example, when a call comes in, CloudTalk automatically pulls up the caller's profile, providing us with valuable context and history to personalize interactions. This means we can quickly access past purchases, preferences, and any previous support tickets, enabling us to deliver a more tailored and efficient customer experience.

What do you dislike most about this product?

I was not personally involved in the pricing negotiations, but I did observe that the pricing structure does not have as much flexibility as we (or other small to medium-sized businesses) might be looking for.

What recommendations would you give to someone considering this product?

Take it for a test drive!

Pros

Reliable
Performance Enhancing
Enables Productivity
Acts with Integrity

vinnie M.

Role: Finance
Industry: Energy
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2024

Fantastic product

Likeliness to Recommend

10 /10

What differentiates CloudTalk from other similar products?

Quality, fast and effective

What is your favorite aspect of this product?

calling system

What do you dislike most about this product?

Calls may be delayed in the speaking

What recommendations would you give to someone considering this product?

Very easy to use and will make your life a lot easier, defo download the app.

Pros

Trustworthy
Efficient Service
Caring
Saves Time

Tanjia A.

Role: Sales Marketing
Industry: Telecommunications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2024

Great Service

Likeliness to Recommend

10 /10

What differentiates CloudTalk from other similar products?

Cloud-talk can easily integrate with any sales platform

What is your favorite aspect of this product?

Clear phone calls

What do you dislike most about this product?

The system sometimes has malfunctions

What recommendations would you give to someone considering this product?

Easy to use and set up

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

CloudTalk

What is CloudTalk?

Company Details

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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

+89 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 IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

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.

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.

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.

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.

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.

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

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.

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.

CloudTalk Reviews

Alan T.

Easy to use, VERY practical

Likeliness to Recommend

Pros

vinnie M.

Fantastic product

Likeliness to Recommend

Pros

Tanjia A.

Great Service

Likeliness to Recommend

Pros

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Feature Ratings

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Multi Channel Intake Integration

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