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

Rebecca J.

Role: Information Technology
Industry: Finance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2022

CloudTalkis an easy start-up tool.

Likeliness to Recommend

9 /10

What differentiates CloudTalk from other similar products?

What I prefer regarding cloud talk is it’s very helpful particularly for us from Operations Department who’ receiving calls worldwide in only one app. I prefer that calls from our different offices are forwarded to us to answer the queries of our clients. Straightforward integration with our CRM. Easy to induce it up and running. Intuitive interface and is easy and convenient to use.

What is your favorite aspect of this product?

I like best that you just will simply connect the tool with any CRM. We work with Pipedrive and from there it's only 1 click to call our shoppers with Cloudtalk. And also the most significant thing: it’s operating all the time. The appliance is quick, straightforward to learn, and easy to use. As somebody who has tried completely different applications before, Cloudtalk extremely does everything I would like to do!

What do you dislike most about this product?

In my opinion, they have to enhance plenty of processes, because typically once you try to reach your contact it's difficult. You cant hear clearly the sounds, and you wish to call your contact double times or more. Typically the opposite person can’t hear me. I can’t use the application from my phone solely from the laptop computer or an iPhone

What recommendations would you give to someone considering this product?

As a part of Operations support, this app could be a terribly helpful and far cheaper app than others. It does its job receiving calls and creating calls worldwide.

Pros

Helps Innovate
Reliable
Unique Features
Respectful

Cons

Under Delivered
Charges for Enhancements
Less Friendly Negotiation

Rachna S.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Feb 2022

Fantastic usable product with great price value

Likeliness to Recommend

10 /10

What differentiates CloudTalk from other similar products?

Very easy to setup and usability

What is your favorite aspect of this product?

Lower cost Ease of setup Usability

What do you dislike most about this product?

Customer experience can be improved

What recommendations would you give to someone considering this product?

Good and user friendly product, do try it

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Salome S.

Role: Operations
Industry: Communications
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2022

Good product, easy to use, nice quality!

Likeliness to Recommend

7 /10

What differentiates CloudTalk from other similar products?

This product is very easy to use, value is great and there are all the necessary tools and features needed!

What is your favorite aspect of this product?

Simplicity and quality, design and features are good too

What do you dislike most about this product?

Frequently experienced bugs

What recommendations would you give to someone considering this product?

Worth giving a shot! Good product overall

Pros

Reliable
Trustworthy
Efficient Service
Effective Service

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

Rebecca J.

CloudTalkis an easy start-up tool.

Likeliness to Recommend

Pros

Cons

Rachna S.

Fantastic usable product with great price value

Likeliness to Recommend

Pros

Salome S.

Good product, easy to use, nice quality!

Likeliness to Recommend

Pros

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Feature Ratings

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