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Genesys Cloud CX vs CloudTalk Comparison

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Overview

Category Leaders

Genesys Cloud CX cloud contact centre lets you differentiate faster, adapt easier, and architect better with an all-in-one...

Category Leaders

CloudTalk is a cloud-based call center solution for sales and support teams looking to improve productivity, customer satisfaction...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Video & Screenshots

Pricing

Starting from

75

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

Starting from

34

/user

Per month

  • Free trial available
  • Credit cardless trial
  • Free account
  • Subscription based

User reviews

4.4

228

5

4

3

2

1

119

88

14

3

4

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

4.4

263

5

4

3

2

1

179

53

8

8

15

  • Value for money
  • Ease of use
  • Features
  • Customer support
90%
would recommend this app

Pros

I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future.
As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us.
I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

Pros

Great call quality both sound and video, great support. Perfect integration with HubSpot so we are able to keep track of all the calls and engagement.
Great experience overall. Having used other call providers, I can confidently say Cloudtalk brings the best value for your money.
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.

Cons

It's hard to read and when extracting the data and the formatting is hard to read / follow.
There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.
Since it is centrally located on the cloud, we have had some issues with lag.

Cons

The only negative I can mention is that we have been unable to install the CloudTalk client app from the Zendesk Marketplace.
Because it relies on an internet connection, there is sometimes a lag in the conversation or trouble connecting to people.
The only downside right now is that i still have one number that hasnt transferred over from the other system so i am having to use two platforms.
  • Vendor responds to reviews
  • Last review2 months ago
  • Vendor responds to reviews
  • Last review4 months ago

Key features

  • Total features151
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Archiving & Retention
  • Audio/Video Conferencing
  • Auto-Dialer
  • Automated Attendant
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Outbound Dialer
  • Autoresponders
  • 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 Scheduling
  • 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
  • Canned Responses
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Conversion Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Caller ID
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Coaching Tools
  • Employee Directory
  • Employee Scheduling
  • Engagement Tracking
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fax Management
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Call Centers
  • For Cloud Phone Systems
  • Full Text Search
  • Gamification
  • IVR
  • Inbound Call Center
  • Inbound Reporting
  • Integrations Management
  • Interaction Tracking
  • KPI Monitoring
  • Keyword Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Machine Learning
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • On-Demand Recording
  • Online Voice Transmission
  • Outbound Call Center
  • Outbound Reporting
  • PBX
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Process/Workflow Automation
  • Progressive Dialer
  • Purchasing & Receiving
  • Quality Management
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recording
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Ring Groups
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text to Speech
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Unattended Call Management
  • Unified Communications
  • User Management
  • Video Conferencing
  • Virtual Assistant
  • Virtual Call Center
  • Virtual Extensions
  • Visual Analytics
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Who Answered Log
  • Widgets
  • Workflow Management
  • Workforce Management
  • Total features126
  • AI/Machine Learning
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Agent Interface
  • Alerts/Escalation
  • Alerts/Notifications
  • Answering Machine Detection
  • Archiving & Retention
  • Audio/Video Conferencing
  • Auto-Dialer
  • Automated Attendant
  • Automated Routing
  • Automatic Call Distribution
  • Automatic Outbound Dialer
  • Autoresponders
  • 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 Scheduling
  • 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
  • Canned Responses
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Communication Management
  • Complaint Monitoring
  • Computer Telephony Integration
  • Conferencing
  • Contact Database
  • Contact Management
  • Conversion Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customer Journey Mapping
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Caller ID
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Data Visualization
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Templates
  • Employee Coaching Tools
  • Employee Directory
  • Employee Scheduling
  • Engagement Tracking
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Fax Management
  • Feedback Management
  • File Sharing
  • File Transfer
  • For Call Centers
  • For Cloud Phone Systems
  • Full Text Search
  • Gamification
  • IVR
  • Inbound Call Center
  • Inbound Reporting
  • Integrations Management
  • Interaction Tracking
  • KPI Monitoring
  • Keyword Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Machine Learning
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multi-Language
  • Multiple Scripts
  • Multiple User Accounts
  • NPS Survey Structure
  • Natural Language Processing
  • Negative Feedback Management
  • On-Demand Recording
  • Online Voice Transmission
  • Outbound Call Center
  • Outbound Reporting
  • PBX
  • Performance Management
  • Performance Metrics
  • Phone Key Input
  • Power Dialer
  • Predictive Analytics
  • Predictive Dialer
  • Preview Dialer
  • Proactive Chat
  • Process/Workflow Automation
  • Progressive Dialer
  • Purchasing & Receiving
  • Quality Management
  • Queue Management
  • Real-Time Analytics
  • Real-Time Chat
  • Real-Time Data
  • Real-Time Monitoring
  • Real-Time Notifications
  • Real-Time Reporting
  • Real-Time Updates
  • Real-time Consumer-facing Chat
  • Recording
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Ring Groups
  • Role-Based Permissions
  • SIP Trunking
  • SMS Messaging
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Single Sign On
  • Social Media Integration
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Task Management
  • Template Management
  • Text Analysis
  • Text to Speech
  • Third-Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Unattended Call Management
  • Unified Communications
  • User Management
  • Video Conferencing
  • Virtual Assistant
  • Virtual Call Center
  • Virtual Extensions
  • Visual Analytics
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription
  • Who Answered Log
  • Widgets
  • Workflow Management
  • Workforce Management

Integrations

  • Total integrations35
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM
  • Total integrations37
  • Adobe Commerce
  • BigCommerce
  • Freshdesk
  • Google Analytics 360
  • HubSpot CRM
  • Intercom
  • Jira
  • Mailchimp
  • Meta for Business
  • Pipedrive
  • Salesforce Sales Cloud
  • Shopify
  • Slack
  • Twilio
  • Twitter/X
  • WhatsApp
  • WordPress
  • Zapier
  • Zendesk Suite
  • Zoho CRM

User reviews that mention these apps

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Michal K.

Marketing and Advertising, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

CloudTalk logo

CloudTalk

Integrated with our help desk app - works perfectly

Reviewed 5 years ago

We are using LiveAgent daily and we were looking for phone system in cloud that offers integration with it. CloudTalk has done it great. So we now provide excellent customer support without hassle.

Pros

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

Cons

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

Vendor response

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

ML
AvatarImg

Michal L.

Automotive, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

CloudTalk logo

CloudTalk

"Very good cloud talk services"

Reviewed 5 years ago

compatibility of hardware and native application with windows, everything was solved.

Pros

Easy and intuitive administration, very helpful settings, good prices and excellent support.

Cons

I dont like problems that always shows up because of windows, anyhow, this problem is not caused by Cloud Talk :)

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Selim D.

Hospital & Health Care, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

CloudTalk logo

CloudTalk

Great Cloud Phone App

Reviewed 3 years ago

Overall, it is very good. Despite its bugs, it is one of the better Cloud Phone apps.

Pros

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.

Cons

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.

JC
AvatarImg

Joey C.

Nonprofit Organization Management, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

CloudTalk logo

CloudTalk

Excellent Cloud Base Phone System

Reviewed 4 years ago

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.

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Stefan S.

Marketing and Advertising, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

CloudTalk logo

CloudTalk

CloudTalk offers the best solution to our small team

Reviewed 4 years ago

With CloudTalk we are solving the cold outreach via phone to potentially interested customers. The benefits of the software are: Monthly payable (no annual membership required), great customer support(!), intuitive handling and easy to use. Plus, CloudTalk works very well with most existing CRMs.

Pros

The most incredible feature about CloudTalk is the function to autorecord convesations and to integrate them into our current CRM (we are using HubSpot). This is very convenient when reaching out to potential clients once again after several days or even weeks have passed because I can always go back into the frame and the vibe of the previous call and seamlessly go on to the next.

Cons

There is nothing in particular that comes to mind. Maybe the call prices per minute are a little higher than for other cloud telephone systems.

PK
AvatarImg

Petros K.

Financial Services, 51-200 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

CloudTalk logo

CloudTalk

Overall Good Experience and Good Product

Reviewed 4 years ago

Overall it was a good experience. Initially we were told that few features will be available in our purchased plan. Although we paid for them they were not enabled. When we raised the issue to the sales person they fixed it.

Pros

Easy to plug in Hubsport. Decent support time frame

Cons

When a user locks his PC system does not show him as unavailable. He needs to log out from Cloud Talk first and then lock his PC

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Dávid S.

Transportation/Trucking/Railroad, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

CloudTalk logo

CloudTalk

Smart solution on cloud-based platform

Reviewed 5 years ago

Personally, as long as the software works, I like the interface of the solution. Easy to use and monetization of our calls is a big advantage. CloudTalk helps us with customer satisfaction, as well.

Pros

It's very easy to use, flexible features and a good price. The cloud-based platform on Amazon is very powerful.

Cons

SMS is missing, maybe more integrations (for the future)

VP
AvatarImg

Victoria P.

Marketing and Advertising, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

CloudTalk logo

CloudTalk

Suits our team well

Reviewed 4 years ago

It's been an upgrade from our very old school in-office phone system. This suits our small team when working from home and will be good when we do go back to the office.

Pros

It's very easy to use - pretty much fool proof!

Cons

I have experienced some glitches or anomalies that I had to flag with our in hour admin to speak to Cloud Talk about - otherwise it's been very easy to migrate over to.

TD
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Trevor D.

Computer Software, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

CloudTalk logo

CloudTalk

Good Software to use

Reviewed 4 years ago
Pros

one pro that I like is that I can contact one of my employees by using cloud talk before transferring a call to them.

Cons

the only downside right now is that i still have one number that hasnt transferred over from the other system so i am having to use two platforms. Other that that cloudtalk is great.

DP
AvatarImg

Damian P.

Consumer Services, 201-500 employees

Used monthly for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

CloudTalk logo

CloudTalk

Simple solution for simple call centres

Reviewed 5 years ago

Low cost call centre solution that works and connect with other Saas

Pros

A nice piece of software if you are looking for a low cost cloud contact centre. It’s a startup so they are quite flexible and responsive

Cons

No graphical ivr , no one stop shop for DDI s, lacking some more advanced call centre features and customizations

Vendor response

Hey Damian!! Thank you for the very positive review of CloudTalk. PS: We just released a new call designer flow feature which offers graphical setup of IVR. Enjoy!

AR
AvatarImg

Verified reviewer

Information Technology and Services, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

CloudTalk logo

CloudTalk

CloudTalk features are amazing!

Reviewed 5 years ago

We're very satisfied with using CloudTalk. I would definitely recommend.

Pros

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.

Cons

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

Vendor response

Dear customer, thank you for choosing CloudTalk :) We are really glad that our solution helped your business. We believe that the integration with the right tools can be really time-saving option. Thanks for sharing your opinion with the community. Have a great day! Kristy from CloudTalk.

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Julius T.

Marketing and Advertising, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

CloudTalk logo

CloudTalk

Great value for money

Reviewed 3 years ago

Great experience overall. Having used other call providers, I can confidently say Cloudtalk brings the best value for your money.

Pros

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.

Cons

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

SK
AvatarImg

Steffan K.

Computer Software, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

Share this review:

CloudTalk logo

CloudTalk

Helpfull application for sales development

Reviewed 4 years ago

The SDR takes a record of te phonecalls and when we have a client further is the sales process the account manager can easily listen to the record and know exactly what is said. Also we can use the records for learning development en onboarding.

Pros

I'm really happy with the cloud talk phone. From your desktop it's so easy to call al prospect/client. We also use this with the API with Pipedrive, so we see directly all the history. So easy!

Cons

The API with pipedrive the records are not always displayed. and the connection is an issue. sometimes the phone conversation is really bad

AR
AvatarImg

Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

Share this review:

CloudTalk logo

CloudTalk

A Good All-rounder

Reviewed 4 years ago
Pros

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.

Cons

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.

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Martina C.

Information Technology and Services, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

Share this review:

CloudTalk logo

CloudTalk

Freshdesk + CloudTalk works like a charm

Reviewed 5 years ago

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. The pricing is also right, unlike some of the “old school” competitors.

Pros

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.

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.