CloudTalk Customer Reviews 2024

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CloudTalk

Composite Score

8.3 /10

CX Score

8.5 /10

39 Reviews Write a Review

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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2024 Data Quadrant Gold Medalist

Latest Award, 2024

0 Top Rated Capabilities

3 Top Rated Features

Latest Award, 2024

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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

87 Likeliness to Recommend

93 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+91 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

3% Neutral

95% Positive

Pros

Respectful
Trustworthy
Efficient Service
Caring

Feature Ratings

Average 81

Workforce Management

Call Recording

Knowledge Management

Ticket Management

Contact Center Compliance Management

Multi Channel Intake Integration

Contact Center Analytics

Multi Channel Queue Management

Call Scripting and Call Flow Management

Screen Prompts

Skills Based Routing

Vendor Capability Ratings

Average 77

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Ease of Data Integration

Vendor Support

Availability and Quality of Training

Product Strategy and Rate of Improvement

Quality of Features

Business Value Created

Breadth of Features

Ease of Customization

CloudTalk Reviews

Ingrid N.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Likeliness to Recommend

10 /10

Pros

Trustworthy
Efficient Service
Effective Service
Caring

William M.

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

Validated Review

Verified Reviewer

Submitted Apr 2024

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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

Latest Research

CloudTalk

What is CloudTalk?

Company Details

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Awards & Recognition

2024 Data Quadrant Gold Medalist

2022 Data Quadrant Gold Medalist

CloudTalk Ratings

87 Likeliness to Recommend

93 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+91 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.

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).

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.).

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

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.

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

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

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 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.

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.

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.

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.

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.

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.

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.

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

Ingrid N.

Likeliness to Recommend

Pros

William M.

Likeliness to Recommend

Pros

Alan T.

Easy to use, VERY practical

Likeliness to Recommend

Pros

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Feature Ratings

Workforce Management

Call Recording

Knowledge Management

Ticket Management

Contact Center Compliance Management

Multi Channel Intake Integration

Contact Center Analytics

Multi Channel Queue Management

Call Scripting and Call Flow Management

Screen Prompts

Skills Based Routing

Vendor Capability Ratings

Ease of IT Administration

Ease of Implementation

Usability and Intuitiveness

Ease of Data Integration

Vendor Support

Availability and Quality of Training

Product Strategy and Rate of Improvement

Quality of Features

Business Value Created

Breadth of Features

Ease of Customization

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