CloudTalk Reviews

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Editor's Rating
Overall
Features
Price
Customer Support

Positives

• Comprehensive set of features
• Smart dialer
• 14-day free trial
• Easy to use
• Built-in survey system

Negatives

• Basic mobile app
• Confusing admin dashboard
• Lack of native omnichannel support

CloudTalk is an intuitive contact center software that provides solutions for support, sales, and ecommerce call centers. The company offers comprehensive automated call distribution, where you can set up extensive call routing trees and direct customers to agents by their skills. If your agents need to contact prospects in bulk, CloudTalk also has you covered. It provides a smart dialer where you can create your own campaigns, allowing your agents to be as efficient as possible when getting in touch with clients. But there’s a lot more to love about CloudTalk. We particularly like that there’s a 14-day free trial available that allows you to test everything out without paying a dime. This way, you can set up your contact center within the first two weeks and only start paying when you’re effectively using the platform.

Features

CloudTalk provides various features for you to play with, allowing you to receive and make multiple calls through the company’s queue and smart dialer, respectively. Users can be set up as agents, supervisors, administrators, or analysts, with each one granted different access levels. Admins are able to configure the main contact center settings, supervisors can monitor calls and intervene when necessary, and agents can only make and receive calls. Analysts have the most unique role – they are able to check the analytics dashboard but can’t make calls.

The platform’s automated call distribution is quite comprehensive. By combining smart call routing and advanced IVR, you can be sure your clients will be speaking to the correct agent in no time. Moreover, CloudTalk provides the ability to enable callback, allowing agents to redial customers who hung up mid-queue. From the admin options, you can configure call routing, like transferring to a preferred agent, sending to voicemail, redirecting to an external number, and when to include external APIs. Moreover, you can create various calling campaigns to deploy the smart dialer, which can then be enabled or disabled when required.

CloudTalk offers some unique features, as well. One of them is the ability to customize surveys for your customers to answer when the call ends. The software offers enough freedom for you to incorporate any type of question you want, which is perfect to track specific KPIs. There’s even a customer happiness graphic where you can see how they responded through emojis (try not to have too many angry faces in there, though).

Integrations

There are over 25 one-click integrations to add to your CloudTalk account, located in a dedicated tab within the admin’s dashboard. On this list, you can find CRM software (Pipedrive, HubSpot, and Zoho), helpdesk platforms (Intercom, Zendesk, and Freshdesk), ecommerce (Shopify and Magento), Slack, Google Contacts, and more. CloudTalk also supports Zapier, which allows you to connect the contact center software with 130+ third-party apps instantly.

CloudTalk also provides its open API for any customers paying for the middle and top-tier plans. On top of all this, the company invites clients to get in touch with new integration ideas, which will be added to the service by popular demand.

Setup

CloudTalk is pretty straightforward to set up. Creating an account takes around five minutes, and you’ll be able to deploy your contact center at full speed in a few hours. From setting up IVR to adding new agents and assigning them to the skill-based routing, everything is intuitive to configure. However, the admin console isn’t the most logical platform out there. There are various settings hidden behind multiple clicks that should be easier to access. One example of that is the call routing. Instead of having a dedicated tab, admins need to go to the phone number tab, click on ‘edit’, and set up the call routing there. You can find the location by doing a quick search on the company’s website, but it’s far from ideal.

Device Support

Agents can use CloudTalk through either the desktop software or on the go through the dedicated mobile app. There’s also a browser extension available that allows you to call any number you find on the internet with one click.

While the desktop and mobile applications look similar, they are actually a bit different. The mobile software can only be used to pick up and make calls, and you just have access to a dial pad, call history, and contacts. The desktop version adds SMS, general settings, and a smart dialer into the mix, making it way more comprehensive. Furthermore, the desktop app allows you to see queued contacts and scheduled calls – unlike the mobile version.

Pricing

There are three subscription plans available: Starter, Essential, and Expert. The more you pay, the more features you get, and there’s also the possibility to contact CloudTalk to create a tailor-made offer. The most basic subscription – Starter – starts at $15 per month per user and it’s the perfect plan for small companies as it already comes with unlimited inbound and intracompany calls, automated call distribution, and call queuing. The middle-tier package (Essential) is the most popular among the three, as it comes with all the necessary features to run a smooth contact center for an affordable price – $20 per month per user. That being said, more advanced features are saved for CloudTalk’s ultimate plan, Expert. For $35 per month per user, CloudTalk offers its smart dialer, live call monitoring, speech to text, and unlimited concurrent calls. Bear in the mind that all prices mentioned are for yearly billing cycles, which offer a 30% discount compared to the monthly plans.

All plans come with a 14-day free trial that you can take advantage of to test all features provided. The company will offer you a phone number right away and a $5 ceiling to make calls. The best part is that you don’t even need to provide any payment details.

Customer Support

There’s no better way to promote what a contact center platform can do than by showing you firsthand. That’s why CloudTalk provides best-in-class customer support where you can get in touch through the live chat 24/7 or via the various phone numbers available, including international ones. On top of this, the company also offers several helpful resources, such as blog articles, a contact center software ebook, and a decent knowledge base. Contacting the company through social media is also a possibility as CloudTalk is active on Facebook and Twitter, and you can directly speak with the company through Facebook Messenger.

Bottom Line

There’s no question that CloudTalk is a reliable contact center platform, but there are still a few things that can be improved. If the mobile app was a mirror of the desktop’s software, then it would be an excellent on-the-go option, but as it is right now, it just works as a softphone. The admin dashboard layout could also benefit from a small update. While everything is straightforward to set up, the illogical way of displaying settings makes it a little challenging to navigate for newcomers. Even so, CloudTalk provides features that cater to both small and large businesses, and the ability to integrate with various apps allows agents to have a seamless experience when handling customers. Better yet, you can try everything for 14 days with no strings attached through the company’s free trial, and the 30% discount is quite enticing.