CloudTalk

Avantages

We were looking for an alternative for quite some time and there were multiple options that popped out after a quick Google search. We decided to go with CloudTalk and can now confirm that it was the right decision. Call quality is superior and we are not locked in with an annual contract so our partnership feels much more flexible.

Inconvénients

We would like to see more integrations coming in in the foreseeable future

Avantages

Cloudtalk is super easy to use and does the job that far more complex systems do, but much better. Very Intuitive. The support team is really friendly and very responsive.

Inconvénients

Web phone doesn't work in IE, you have to use Chrome, or install desktop app.

Avantages

easy to use every day. never had any issues, great for listening back to calls

Inconvénients

can be slow sometimes, but can easily reload and works fine

Avantages

Besides having like every feature of the contact center available on the market, we like the easy-to-use interface, their team (especially support) and the pricing is better compared to the competitors.

Inconvénients

The mobile app could be improved, but we prefer the desktop app anyways.

Alternatives envisagées 

Talkdesk, Aircall, Genesys Cloud CX et Five9

Pourquoi passer à CloudTalk

Best value for the pricing, solid support

Avantages

The idea of the software being able to tie remote-access cell phones together is wonderful, but not fully fleshed out. Their IVR interface seems great on the webpage, but it often glitches, and calls just get dumped to a voicemail void with no message.

Inconvénients

CloudTalk is a young system that promises more than it can deliver. They offer apps for all sorts of connection points, and integrated systems for automation... but once you get signed up, you learn that most of it is beta software and it's SUPER glitchy. The marketing team is propping up a half-built software system.

The iPhone and Desktop apps do not work reliably (if-at-all). The Phone app cannot transfer calls or take SMS messages properly. It often just quits in the background on your phone so you don't even know that your phone cannot receive calls. The system also drops entire call processes and never lets you know that someone tried to call. I've tried calling our own office phone and not been able to get through to my own desk through cloudtalk.

Their support chat service says "average response time is 5 minutes" but it usually is 2-4 hours, or a couple days. No explanation why. They REFUSE to get on the phone to solve issues unless you pay 2x as much for an Expert account, which is just a sign that they do not care about anyone but their premium customers. They will NOT go out of their way to help you.

I had a lot of faith in this company when we first saw a demo of CloudTalk, and thought that it would be perfect for us, but they just put too many roadblocks in the way for us to continue using their service. I don't feel like a valued customer, and I don't see any improvement in a year.

Avantages

Its would be cost-effective it it worked properly

Inconvénients

Call connection lag time was unacceptable. Dropped calls created an extra administrative burden for us to call back for our customers to try and call us back.

We spent more time playing phone tag and asking "why cant we hear the caller" than we did resolving the customer call.

Not good enough.

We signed up for a monthly plan only to find on our first bill we had paid for both call credits of $30 USD and 12 months of plan costs. Not what we were expecting given we had signed up for a monthly plan.

When we reached out to customer support we were quickly referred to the TOS and told "no refunds for unused terms".

This is ridiculous in today's day and age.

Technology companies are using their reach into a worldwide customer base to enable their growth then applying less than stellar customer support.

Go to a shop (in person) and hand them some money for a good or service.

If they don't deliver what you have paid for then proceed to tell you "bad luck, you handed your money over" and "no refunds" you would punch that person in the face and never use them again. Or you would take punitive remedial action against them.

If you don't treat people the same as you would in person then you should not be in business.

I don't care who you are or what you think you are, treat people like people (and how you expect to be treated yourself) and you will be respected. Treat people like idiots, numbers, and hide behind bullshit then expect the mirror to shine back on you.

Avantages

The platform is built on VoIP, so we don't have to depend on a landline. The transmission works great and without any outages or other glitches. For example, Navias can process and comment back on feedback or research interviews, which is easily synchronized with our CRM, so everyone has all the information at their disposal.

Inconvénients

I don't know of anything I would fault here.

Avantages

It looked like good value but it did not meet our SLA standards in terms of call quality or eas of use.

Inconvénients

Being billed for an annual commitment when only signing up for a monthly commitment.
Being referred to terms of service after cancellation and requesting on overcharged amount be refunded.

Alternatives envisagées 

HubSpot CRM

Pourquoi choisir CloudTalk 

Out of contract

Avantages

The system works properly in most cases, but there are a lot of connection issues

Inconvénients

I have been without a customer support number in my company for 4 days, and I have had close to zero assitance to solve my issue. They are not commited to problem solving, and give standard responses that in the end, does not get the issue resolved. I do not recommend this product

Avantages

Ease of use, quick and simple integration and great call quality.

Inconvénients

Conference calls sometimes do not seem to work properly - the additional party cannot be added to the call. There have been some issues with the mobile app, however there has been a recent update to the app so these issues will hopefully be a thing of the past.

Avantages

CloudTalk is very easy to setup with smooth integrations, which really helps with productivity. We use Pipedrive integration for sales and Help Scout integration for support team. After couple of weeks we have really benefited from using it - saved us a lot of time, which we invest into better customer support and helps us focus on growing our business.

Inconvénients

None, so far it's been very smooth ride without any hassles.

Avantages

One of the most important features for us was to keep track of detailed information about our clients. We have numerous people answering phones for the same clients and we need to be able to access information about what these clients talked about with other team members. We can do that here.

It was easy to set up and sync our contacts and we've had support from customer service any time we had a hiccup.

Inconvénients

No significant challenges at the moment. It took us a while to figure out which pricing plan made the most sense, but that wasn't an issue with CloudTalk.

Avantages

The integration process was enjoyable, as we had a dedicated Sales manager taking care of our implementation. As we are already integrated, my favorite features are the interactive voice replies, missed calls, and the statistics we can use to improve our decisions.

Inconvénients

The cloudtalk team is improving along the way. We have experienced some temporary bugs.

Alternatives envisagées 

Twilio

Pourquoi choisir CloudTalk 

The hardness to communicate with Twillio and to obtain support for our desirable functions.

Logiciel antérieur 

Twilio

Pourquoi passer à CloudTalk

Cloudtalk team was more responsive and quickly introduced us to all the features we were looking for.

Avantages

The features me and my team like the most are the possibility to send SMS and get replies, from your contacts, the possibility to use tags in order to categorize your calls, and leave notes at any time even when the call is over or maybe you have forgotten to write something and you can go back to the call history. I like it because it gives you the idea of a real phone so you can do more things with one app. Plus, the statistics dashboard is excellent.

Inconvénients

The thing I liked the least at the beginning was some technical problems we faced with the integration with our CRM.

Alternatives envisagées 

Blueface Hosted PBX et Twilio

Pourquoi choisir CloudTalk 

Because we had limited feautres with the old program and we didn't have the maximum control of the inbound or outbound calls.

Pourquoi passer à CloudTalk

Because the moment I talked with the sales manager I understood immediately that they are flexible on adapting to the needs of the customer, present everything they can provide and helo with whatever the customer needs and that is something great because there are tools (similar and not) that you need a lot of time before you have an answer from the support team.

Avantages

This tool has a lot of features and it is very easy to use without having to have any specific knowledge. The setup was relatively quick and very user friendly. Call quality is great, we have tested with international calls to several countries including China, where most providers usually fail to provide a good service. CloudTalk has prebuilt integrations with most CRM systems including Zendesk and the price is very affordable compering to some other competitors.

Inconvénients

So far it's bee working great. The only negative I can mention is that we have been unable to install the CloudTalk client app from the Zendesk Marketplace. However, their phone and desktop clients are working great.

Alternatives envisagées 

Talkdesk, Aircall, JustCall et Zendesk Suite

Avantages

It's very easy to use. Also updating is very easy and fast.

Inconvénients

Sometimes it would give us an error or say things like call not connected.

Alternatives envisagées 

Twilio

Pourquoi passer à CloudTalk

The price and service was reasonable.

Avantages

It reduced administration and infrastructure costs by eliminating the need to use multiple third-party communication services.
It helped to improve communication capabilities in and out of the company, and provided access to effective channels for all devices and locations.

Inconvénients

We have not noticed yet in our company.

Avantages

I’ve been using freshdesk for ticketing and CloudTalk for it’s cloud phone system capabilities. The integration of CloudTalk and Freshdesk works perfectly and I can easily initiate calls, write notes, share contact details within the apps.. The online dashboard for reporting provides useful data about my call center representatives so I can easilly track SLAs, pickup times, queue times and all the necessary metrics.

Inconvénients

It’s not a con but a suggestion for future - I would love to see an even broader integration with Freshdesk with some new cool features.

Avantages

Cloudtalk is easy to set up and has generally favourable pricing and quick support

Inconvénients

Mobile app is imposible to use. Some customers complained about the call quality

Avantages

the demo, after that everything was overcharged, fees were misleading and harassment for more identification got out of control

Inconvénients

no itemized call list to show charges per call. Credit runs out much more quickly when you pay for a plan that it does in the trial version. It would almost be cheaper to use a landline or good mobile phone call plan

Avantages

Very intuitive and easy to use. Swift, professional and helpful customer support.

Inconvénients

Nothing major to think of. Usual small bugs here and there. Absolutely acceptable for every SaaS tool. Always promptly resolved.

Avantages

The setup was quick and easy. Basically in just few minutes, you have a reliable and professional customer support. We love how neatly the integrations with CRMs are implemented in terms of setup and the real value you get. You can also setup various custom workflows in every integration which helps a lot in terms of how is every business different. Love their customers support as well.

Inconvénients

I would like to pick my phone number which I like, this is unfortunately not possible. CloudTalk assigned to me a random number from country I requested. But they told me this is industry specific problem and very few providers offer this option.

Avantages

Our goal was to integrate simple and easy to use phone system for our customer support. We needed couple of international numbers from around the world, integration with Help Scout and Intercom, possibility to manage our team and tag the calls to have our customer support easier and quicker for us.

Inconvénients

We started to use CloudTalk more than 2 years ago, back then it was quite basic product with lots of features missing. But they managed to grow and add a lot of stuff and fix most of the issues.

Avantages

ease of use. excellent call recording. super easy to set up

Inconvénients

sometimes there can be a delay in customer service response

Avantages

CloudTalk is a great tool to take your phone support to the next level. Our team is using CloudTalk integration with Salesforce Service Cloud and it's a time saver.

Inconvénients

It's not available for all countries, but I would say it's the same as other solutions.

Avantages

Upsides of Using CloudTalk:
-It has International calling capability
-It has a mobile app available for iPhone users
-It identifies who's logged in or not for internal users
-There is Caller ID
-I like the fact that most calls are recorded automatically is readily available for listening
-Easy to use; straightforward interface, userfriendly
-Dashboard is very useful and has all the information I need

Inconvénients

Least Helpful / Dislikes
-The status showing if people are online/offline is not always accurate
-The application malfunctions regularly (maybe bugs)
-Calls are not being routed correctly sometimes
-Callers wait for a long time waiting when they are transferred
-Caller ID names not accurate
-No mobile phone app available for Android users - please create soon!!!

Avantages

It is easy to set and use. The support is very good.

Inconvénients

At the moment I am satisfied with everything

Avantages

Cloudtalk offers simple yet powerful solution for both small and large enterprises.

Inconvénients

Customer support could use some more work in terms of how useful or polite they are.

Avantages

Features like call recording, history, reporting make CloudTalk a good call management application

Inconvénients

Customer service is not fully available sometimes.

Alternatives envisagées 

Twilio

Logiciel antérieur 

Twilio

Avantages

It works and every time we had a question the support helped us very fast.

Inconvénients

The cost for mobile number calls is a little bit to high of you use it a lot.

Avantages

I like how easy it is to just add numbers from the CRM to this product and make easy calls. It logs the calls and SMSs easily when integrated.

Inconvénients

It usually just stops the call log / SMS log integrations. We often need to turn the integration settings off and on again to make it log calls again.

Avantages

I love how easy it is to download and integrate. Love that it rings all the operators at once and we all have access to all of the data. Love that is synchronizes with our customers so we can ass that little extra touch of personality.

Inconvénients

The phone application needs more work. Doesn't seem to "ring" unless the app is open. Would love to have more mobility since working remote.

Avantages

We work with Pipedrive, and it integrates with this CRM system very good.Its really user friendly system that has many great functionalities (like recording your calls in both systems)

Inconvénients

There was an issue with tagging, but I have been informed they are working on it.

Avantages

Hubspot integration, multi-platform integration, support, easy setup, detailed analytics.

Inconvénients

None, everything works just fine and we didn't have to solve any bigger problems

Alternatives envisagées 

Aircall et JustCall

Pourquoi passer à CloudTalk

Recommendations and previous experiences.

Avantages

The integration capabilities with available CRM tools (pipedrive, zoho, etc.) like click-to-dial and automatic recordings and notes. The ease of use and mobile applications are also great benefits for this tool. Call quality is quite impressive as well.

Inconvénients

The solution is overpriced. By recommended a user-based subscription, small-to-medium teams will have a hard time finding the budget to accomodate this service for constant international calls. CloudTalk's support has also proven to be less responsive than what would be desired.

Avantages

Cloud talk is very easy to integrate and use. Currently using it with Pipedrive and the integration looks seamless. All the calls and recordings logs automatically and are easily acceptable. Great analytics on Cloudtalk dashboard.

Inconvénients

I can see improvement in calling through Pipedrive. Would be great to integrate with Pipedrive calling functionality.

Avantages

Integration with HubSpot allows for all of the information to be documented in HubSpot. This allows for recording calls on tickets and getting call analytics for the reports dashboard in Hubspot

Inconvénients

The customer service was sometimes slow to respond or did not have answers for my questions. We have encountered some bugs with the service but they have not been critical and were fixed very quickly after giving information.

Alternatives envisagées 

Twilio Flex

Pourquoi choisir CloudTalk 

Freshcaller did not have a good integration for hubspot

Logiciel antérieur 

Twilio

Pourquoi passer à CloudTalk

Ease of use and ease of deployment.

Avantages

In my opinion, CloudTalk meets the needs of companies that want to engage with customers via VoIP. Next to the clean interface, it is remarkable how fast customer support is. Within 24h you get a professional response to your request. This is crucial in today's business world. Also, the onboarding process did not take too long, because many functions are intuitive. All in all a good solution.

Inconvénients

Areas of improvement could be found in the SalesForce Integration. While I generally believe it is impressive to log calls automatically in SalesForce when using CloudTalk, I think the integration settings and installation could be more user-friendly. It took me quite a long time to find out how to utilize the integration to save us time. Now it works, and we are happy we are working with CloudTalk.

Avantages

I like the call quality. From what I understand, Cloudtalk has a lot of their own infrastructure which enables them to make sure the call quality is top notch. Many of the competing services are built-up on a third party API, they just create the UI. With Cloudtalk, they are a telco operator. So this was one of the deciding factors. The pricing is comparable to other services, nothing to complain. Their support was always very helpful and not shy to call me up to resolve my query in the fastest manner possible.

Inconvénients

Some of the UI has little quirks that you can quickly get used to. It seems to me that the product added a lot of features over time and it may need a little spring cleaning. But maybe it is just the usual process of "learning to use a new app". So nothing to see here.

Avantages

We have been working with CloudTalk for 3 years and have always been satisfied with their services. Good calls, good support.

Inconvénients

They could lower the cost of fixed line calls within the Czech Republic.

Avantages

Easy integration with Pipedrive, pretty good call quality, logs calls and records.

Inconvénients

Need an IOS app and names can be wrong on dialer but not wrong in CRM.

Alternatives envisagées 

Aircall

Pourquoi choisir CloudTalk 

Price and integrations

Logiciel antérieur 

Aircall

Pourquoi passer à CloudTalk

Price soley.

Avantages

1. Providing local phone numbers in our country (not many competitors do that) for a reasonable initial payment and monthly fee.
2. Overall reasonable pricing.
3. All features we require were available in the basic plan.

Inconvénients

1. Mobile app functionality is a bit outdated
2. Interface could be more intuitive
3. Outbound calls are expensive in our region (though this is typical for all products on the market)

Alternatives envisagées 

Aircall et JustCall

Pourquoi passer à CloudTalk

Availability of local numbers + competitive pricing.

Avantages

It integrates with HelpScout, is relatively affordable, and meets most of what we need.

Inconvénients

Purchasing and onboarding are the worst.
Once we purchased a plan, there was no way to upgrade without contacting support! Let me repeat that...we couldn't give them more money without contacting them - no easy "upgrade" button that is so common with all other subscription-based business models I've ever dealt with.

Also, due to the company's location and business hours, those in the US will need to wait till morning hours to contact support.

There are other things I'd love to change about it. There is a loud BEEP they insert at the end of the custom greeting that we cannot remove. It's jarring. Also, odd things happen like we uploaded all new sound files and they didn't "take". Turns out they had a database issue, so we had to reupload them. It took 24 hours to resolve this due to the time difference. There's more, but I'll stop there.

Avantages

The simplicity of executing what is proposed with Cloudtalk is the strength of the tool. It easily meets the requirements for my day-to-day life, as well as offering additional resources that follow the same trait of simplicity and agility. In addition to having a very supportive support team, which only reinforces the efficiency of the platform.

Inconvénients

I just believe that, as a proposal for improvement, two points would be interesting: Localized support (by country) and the possibility of creating a caller ID. The latter, at first can be an obstacle.

Avantages

Hubspot integration is super helpful, easy to setup, and fast. CloudTalk offers so many features that we didn't even know if we could implement. We love the reporting section as well. We were offered to pick up the numbers we wanted to use which helped us customise it. Among the other solutions, CloudTalk is also fairly priced. The support team is also responsive.

Inconvénients

Nothing really. At the peak of the pandemic, there was isues with call quality but it was fixed immediately, we like the tool a lot.

Avantages

I like everything that is easy to control that it costs little money

Inconvénients

small outages, but not often, it was probably caused by the Internet

Avantages

We have an integration with HubSpot and I can call straight from our CRM. It's very convenient because I can call from CRM, in my computer MacBook Air and with my Samsung Note 9, so is compatible with almost any ecosystem . Any call is tracked and recorded, so we have almost all the information updated in the meantime you talk with the customer.  

I Highly recommend it.

Inconvénients

We have the version of payment by recharge and not by plan, so I think that the plan or monthly fee must be much better in terms of how the minutes of calls are consumed.

Avantages

I really appreciate the ability to listen back to my calls. I also enjoy the functionality of forwarding calls to cellphones. On top of this, I really enjoy the user-friendly interface, and how cloud talk also has a great mobile app which can be coordinated with its desktop applicaiton.

Inconvénients

I find the lack of international use (calling foreign numbers), and certain restrictions on this front without an administrator modifying the settings quite frustrating when one works in an international business environment.

Avantages

We're able to implement this software within minutes and it just works. The design is very intuitive for us as a team.

Inconvénients

The iPhone app could use some more features in my opinion.