CloudTalk Features

CloudTalk

Cloud-based call center software for sales and support teams

4.52/5 (213 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Answering Machine Detection
Archiving & Retention
Audio / Video Conferencing
Auto-Dialer
Auto-Responders
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
By-Extension Reporting
CRM
Call Center Integration
Call Center Management
Call Conferencing
Call Disposition
Call Duration
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Screening
Call Scripting
Call Tagging
Call Tracking
Call Tracking Metrics
Call Transcription
Call Transfer
Call Volume
Callback Scheduling
Caller ID
Caller Profiles
Campaign Analytics
Campaign Management
Collaboration Tools
Commenting/Notes
Communication Management
Compliance Management
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Conversion Tracking
Customer Database
Customer History
Customer Segmentation
Customizable Caller ID
Customizable Fields
Customizable Reports
Data Import/Export
Data Synchronization
Desktop Notifications
ERP
Employee Directory
FCC Compliance
FTC Compliance
Fax Management
File Transfer
Help Desk Management
Hotkeys
IVR / Voice Recognition
Inbound Call Center
Inbound Reporting
Integrations Management
Interaction Tracking
Keyword Tracking
Knowledge Base Management
Lead Distribution
Lead Management
List Management
Local Caller ID
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multiple Parties
Multiple Scripts
Multiple User Accounts
On-Demand Recording
Online Voice Transmission
Outbound Call Center
Outbound Reporting
PCI Compliance
Performance Metrics
Phone Key Input
Power Dialer
Predictive Dialer
Preview Dialer
Prioritization
Process/Workflow Automation
Productivity Analysis
Progressive Dialer
Purchasing & Receiving
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Recording
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Request Assignment
Ring Groups
Role-Based Permissions
SIP Trunking
SMS Messaging
Sales Management
Search/Filter
Sentiment Analysis
Skills Assessment
Skills Tracking
Speech-to-Text Analysis
Support Ticket Management
Survey/Poll Management
Tagging
Telemarketing Management
Text to Speech
Third Party Integrations
Unattended Call Management
Unified Communications
Usage Tracking/Analytics
User Management
Video Conferencing
Virtual Call Center
Virtual Extensions
Visual Analytics
VoIP
VoIP Connection
Voice Customization
Voice Mail
Voicemail Transcription
Who Answered Log
Workflow Management
eCommerce Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Answering Machine Detection
Archiving & Retention
Audio / Video Conferencing
Auto-Dialer
Auto-Responders
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
By-Extension Reporting
CRM
Call Center Integration
Call Center Management
Call Conferencing
Call Disposition
Call Duration
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Screening
Call Scripting
Call Tagging
Call Tracking
Call Tracking Metrics
Call Transcription
Call Transfer
Call Volume
Callback Scheduling
Caller ID
Caller Profiles
Campaign Analytics
Campaign Management
Collaboration Tools
Commenting/Notes
Communication Management
Compliance Management
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Conversion Tracking
Customer Database
Customer History
Customer Segmentation
Customizable Caller ID
Customizable Fields
Customizable Reports
Data Import/Export
Data Synchronization
Desktop Notifications
ERP
Employee Directory
FCC Compliance
FTC Compliance
Fax Management
File Transfer
Help Desk Management
Hotkeys
IVR / Voice Recognition
Inbound Call Center
Inbound Reporting
Integrations Management
Interaction Tracking
Keyword Tracking
Knowledge Base Management
Lead Distribution
Lead Management
List Management
Local Caller ID
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multiple Parties
Multiple Scripts
Multiple User Accounts
On-Demand Recording
Online Voice Transmission
Outbound Call Center
Outbound Reporting
PCI Compliance
Performance Metrics
Phone Key Input
Power Dialer
Predictive Dialer
Preview Dialer
Prioritization
Process/Workflow Automation
Productivity Analysis
Progressive Dialer
Purchasing & Receiving
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Recording
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Request Assignment
Ring Groups
Role-Based Permissions
SIP Trunking
SMS Messaging
Sales Management
Search/Filter
Sentiment Analysis
Skills Assessment
Skills Tracking
Speech-to-Text Analysis
Support Ticket Management
Survey/Poll Management
Tagging
Telemarketing Management
Text to Speech
Third Party Integrations
Unattended Call Management
Unified Communications
Usage Tracking/Analytics
User Management
Video Conferencing
Virtual Call Center
Virtual Extensions
Visual Analytics
VoIP
VoIP Connection
Voice Customization
Voice Mail
Voicemail Transcription
Who Answered Log
Workflow Management
eCommerce Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Answering Machine Detection
Archiving & Retention
Audio / Video Conferencing
Auto-Dialer
Auto-Responders
Automatic Call Distribution
Automatic Lead Distribution
Blended Call Center
By-Extension Reporting
CRM
Call Center Integration
Call Center Management
Call Conferencing
Call Disposition
Call Duration
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Screening
Call Scripting
Call Tagging
Call Tracking
Call Tracking Metrics
Call Transcription
Call Transfer
Call Volume
Callback Scheduling
Caller ID
Caller Profiles
Campaign Analytics
Campaign Management
Collaboration Tools
Commenting/Notes
Communication Management
Compliance Management
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Conversion Tracking
Customer Database
Customer History
Customer Segmentation
Customizable Caller ID
Customizable Fields
Customizable Reports
Data Import/Export
Data Synchronization
Desktop Notifications
ERP
Employee Directory
FCC Compliance
FTC Compliance
Fax Management
File Transfer
Help Desk Management
Hotkeys
IVR / Voice Recognition
Inbound Call Center
Inbound Reporting
Integrations Management
Interaction Tracking
Keyword Tracking
Knowledge Base Management
Lead Distribution
Lead Management
List Management
Local Caller ID
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multiple Parties
Multiple Scripts
Multiple User Accounts
On-Demand Recording
Online Voice Transmission
Outbound Call Center
Outbound Reporting
PCI Compliance
Performance Metrics
Phone Key Input
Power Dialer
Predictive Dialer
Preview Dialer
Prioritization
Process/Workflow Automation
Productivity Analysis
Progressive Dialer
Purchasing & Receiving
Queue Management
Real Time Analytics
Real Time Data
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real-time Updates
Recording
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Request Assignment
Ring Groups
Role-Based Permissions
SIP Trunking
SMS Messaging
Sales Management
Search/Filter
Sentiment Analysis
Skills Assessment
Skills Tracking
Speech-to-Text Analysis
Support Ticket Management
Survey/Poll Management
Tagging
Telemarketing Management
Text to Speech
Third Party Integrations
Unattended Call Management
Unified Communications
Usage Tracking/Analytics
User Management
Video Conferencing
Virtual Call Center
Virtual Extensions
Visual Analytics
VoIP
VoIP Connection
Voice Customization
Voice Mail
Voicemail Transcription
Who Answered Log
Workflow Management
eCommerce Management
Learn moreCompare App

Mobile apps

iOS App


9 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


18 reviews

CloudTalk Feature Reviews

25 reviewers had the following to say about CloudTalk's features:

Anonymous
(Financial Services company, 51-200 employees)

Efficient software worth of money

2019-08-10

Currently using basic features as well as advanced call routing such as personalized greetings , automated call redirection, blacklist of blocked phone number, real-time analytics.

Pros

It reduced administration and infrastructure costs by eliminating the need to use multiple third-party communication services.

Cons

We have not noticed yet in our company.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Victor S.

Well functioning and good integration with HubSpot

2020-08-27

We are able to better document our communication with customers in HubSpot.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Co-Founder (Accounting company, 11-50 employees)
Verified Reviewer

Great telephony service. Highly recommended

2019-07-01

Our sales-people have a much easier time to reach out to prospects.

Pros

Many of the competing services are built-up on a third party API, they just create the UI.

Cons

Some of the UI has little quirks that you can quickly get used to.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
Read more
adam B.

Easy peasy lemon squeezy

2020-01-21

We needed a portugese number which other providers struggled with. Cloudtalk managed to get us all sorted and working extremely quickly

Pros

The mobile app is an absolute delight to use, works everytime and the design is beautiful

Cons

No cons to report as of yet, everything works wonderfully

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Georgi G.

Fast onboarding, ease of use, good support

2021-06-15

Pros

Smooth integration with custom REST API.

Cons

The mobile apps seem to be outdated and problematic, compared with the web interface.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Zuzana T.

Excellent customer experience

2019-08-12

Communication in our team and with our costumers is getting better with ClaudTalk.

Pros

I like how customer friendly ClaudTalk is and the design of it.

Cons

More integrations and I miss a the mobile app.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Martina C.

Freshdesk + CloudTalk works like a charm

2019-07-10

Overall, I’m very happy with the product and the direction where it’s headed. The UI is very modern which makes it a pleasure to work with.

Pros

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.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Tiffany S.

Great Application

2019-08-09

It runs very smoothly and integrates with other programs well

Pros

I love the ease of use for the dashboard that allows me to keep track of my number of daily calls.

Cons

We have had an issue with the recording software sometimes recording both ends of the conversation and then other times only recording one end.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Nico M.

Seamless VoIP Integration

2020-05-23

Voip, CRM integration with third parties

Pros

Integration with Pipedrive for CRM and othe softwares

Cons

the still dont offer other languages like arabic

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Freddy B.

Fair Product

2021-03-29

We're using cloudtalk for customer service and it fits our needs most

Pros

- Customer Service is great - Mobile app is fantastic

Cons

- UX is improvable - Lot's of features are available on higher plan only (e.g. API) :( - Set up answer machine/mailbox is a complex

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
João O.

Good software

2021-06-15

Pros

The software is good all around. The UI for both the desktop and the phone looks and feels good.

Cons

As a Property Management company this would help.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Greg B.

Highly Effective Low Cost Softphone for International Calls

2020-05-15

Finally if you are patiant, then it integrates nicely with PipeDrive and provides lots of useful metric for senior management - a good all round tool

Pros

- Easy to use - Easy to integrate with your CRM system - Very cost efficient - Simple but effective dashboard with just want you need and not overkill of features that most people wouldnt need

Cons

Sometimes you have to be patiant for the softphone to appear before you can dial out from your CRM system but it's nothing you cant live with.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Careyn Q.

App is Good But Still Needs Improvement

2019-10-23

Benefits: -I can go anywhere with the handy mobile app on my iphone and still take business calls while mobile -I can listen to the recordings anytime and go back to them when necessary -I can easily connect with guests and colleagues and this drives more value into the business.

Pros

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

Cons

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!!!

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Christina M.

Excellent Call Center Software

2020-06-04

Pros

The reports and details of each call is the most important and helpful feature of this amazing tool.

Cons

We have not been able to find any cons with this service.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
AARON M.

Junk!!!! Better off sticking with Google voice

2020-03-09

For a communication company they need to improve drastically.

Pros

On the website it states they do sms messaging but they force you to pay before using it.

Cons

The communication WAS the worst I have even experience.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No

Response from CloudTalk


Hi Aaron,
Thank you for taking the time to share your feedback. I looked into the conversation you had with our team and indeed, there is room for improvement.

I also checked our records for your refund request and we have fully refunded your payment in March, when you requested the refund (we've also sent you a refund confirmation which you acknowledged). Please contact us again if you have further questions.
David @CloudTalk

Read more
Anonymous
(Information Technology and Services company, 11-50 employees)

VoIP service - a fair choice

2020-02-10

We onboarded CloudTalk to equip our business development representatives with a reliable business phone. It is expensive when comparing to other option, but delivers good quality for it.

Pros

The ease of use and mobile applications are also great benefits for this tool.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Kinga E.

Verified Reviewer

Amazing quality of support and calls!

2019-07-30

If you want to power up your sales team efforts or your call center management, this tool is for you.

Pros

With features like call recording or statistics, you can analyze your performance and identify any bottlenecks in your sales process, which is crucial if you want to achieve success.

Cons

There is no single thing I would dislike about CloudTalk.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
Read more
Erik F.

All in all a good VoIP solution

2020-11-21

No information gets lost and we can focus on our main business without having to worry about tracking every call and activity in SalesForce.

Pros

Next to the clean interface, it is remarkable how fast customer support is.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
HOUZI F.

Good but expensive

2021-06-15

Pros

The dashboard and the application are very good

Cons

The price for a minute to pass a call for the mobile.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Iliana L.

Cloudtalk is the many tools in one

2020-08-25

Top point the dashboard they provide is perfect and it gives you the control you need in order to analyze better your calls and get better results.

Pros

Plus, the statistics dashboard is excellent.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Joey C.

Excellent Cloud Base Phone System

2020-05-20

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Katarína K.

CloudTalk really helped many of our clients with their customer support

2019-10-26

Pros

- integration with CRM tools - conference calls - custom reports - Automatic Call Distribution

Cons

I didn't find any negatives about this software

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Michal K.

Integrated with our help desk app - works perfectly

2019-07-09

We are using LiveAgent daily and we were looking for phone system in cloud that offers integration with it.

Pros

Easy to manage, it's in cloud, good support, relevant pricing.

Cons

Missing mobile app. I hope they will develop one soon.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from CloudTalk


Thanks Michal for the positive reviews of CloudTalk :)
Indeed, mobile app is in testing so it should be out very soon!

Read more
Kinza A.

Review for CloudTalk

2020-03-27

Overall, it is an amazing mobile software app that it right at the tips of my finger.

Pros

CloudTalk is very helpful when communicating within companies for customer service teams as well as sales teams.

Cons

Sometimes there are small outages due to internet connection, however this is a very sparse issue. Other than that, this software is amazing and it recommended for all companies to check out!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Robert F.

Really easy to use calling software for everyone!

2020-01-21

The sound quality is good, the handling very easy so it does what it has/should do!

Pros

Usability Design Functions Quality Integration(s)

Cons

When the Computer is in Stand-by mode and restarts again i also have to restart the software otherwise i get error messages when i want to make a new call.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more