CloudTalk

Great IVR & solid value

Comments: Very positive! Sending the high-five to their team.

Pros:

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.

Cons:

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

Alternatives Considered: Talkdesk, Aircall, NICE CXone, Genesys Cloud CX and Five9

Reasons for Switching to CloudTalk: Best value for the pricing, solid support

Well functioning and good integration with HubSpot

Comments: We are able to better document our communication with customers in HubSpot. We are able to get more data on our communication

Pros:

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

Cons:

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 Considered: Twilio Flex

Reasons for Choosing CloudTalk: Freshcaller did not have a good integration for hubspot

Switched From: Twilio

Reasons for Switching to CloudTalk: Ease of use and ease of deployment.

Looks good from a distance, but they're a mess internally

Pros:

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.

Cons:

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.

Call center management platform

Comments: it does the job and is very professional

Pros:

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

Cons:

Customer service is not fully available sometimes.

Alternatives Considered: Twilio

Switched From: Twilio

Excellent Cloud Base Phone System

Comments: Cloudtalk gave us full flexibility over our incoming phone setup. We can easily switch between mobiles, computers, etc wherever we are and it connects with our CRM, so all calls our tracked and connected into our other workflows.

Pros:

I was very impressed with the customer support we received from Cloudtalk. From our first contact to the porting of our number (the reason why we had to leave our previous provider) went fast and smooth. It has all the functionalities you'd want from a cloud based phone system.

Cons:

If you're new to a cloud based phone system, the setup can be a bit confusing and the guiding documentation is quite complex.