CloudTalk vs. Gladly CX Platform

CloudTalk

Gladly CX Platform

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
CloudTalk	Score 7.5 out of 10	N/A	CloudTalk is cloud-based call center software for sales and support teams of all sizes, looking to improve customer experiences through more personalized, data-driven customer interactions. The vendor aims to help teams communicate clearly and efficiently. With CloudTalk users can get local, mobile or toll-free numbers from more than 140+ countries across the world. The vendor says they offer integration with important tools (such a CRM, Helpdesk, or…	$27 per month per user
Gladly CX Platform	Score 8.3 out of 10	N/A	Gladly Software headquartered in San Francisco offers their omnichannel customer service platform, providing one platform to oversee customer correspondences and also provide customer self-help.	$38 Per Month Per User

Pricing

CloudTalk

Gladly CX Platform

Editions & Modules

CloudTalk Lite: $27
per month per user
CloudTalk Essential: $39
per month per user
CloudTalk Expert: $69
per month per user
CloudTalk Custom: Custom Pricing
per user or company/month (invoiced annually)

Task Based: $38.00
Per Month Per User
Customer Facing: $150.00
Per Month Per User

Offerings

Pricing Offerings
CloudTalk	Gladly CX Platform
Free Trial
Yes	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

No setup fee

Optional

Additional Details

A discount is offered for annual billing.

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More Pricing Information

Community Pulse
	CloudTalk	Gladly CX Platform
Considered Both Products	CloudTalk Zuzana Hasko Head of Marketing Chose CloudTalk We were recommended CloudTalk basically from everybody in our network so we reached out directly to them at first and since they had everything we were looking for, feature-wise, and also were in our budget, we didn't really consider other vendors on the market. The … Incentivized Helpful? Verified User Anonymous Chose CloudTalk There were several services suitable for our needs. CloudTalk was chosen because of its simplicity, complexity, and brief time needed to use this service. No broad technical knowledge is required to start and operate CloudTalk. Incentivized Helpful? Matej Kukucka Founder Chose CloudTalk Better value for the money (by far). And besides that, all the features we needed, CloudTalk has them. Shoutout to their support for answering all the questions we had and to their CSM team for giving us a quick demo on the same day when we requested it. Recommended solution! Incentivized Helpful? Martin Kováč Marketing Specialist Chose CloudTalk Cloudtalk is well-priced for what we need from it. The fact that it has many features that we plan to use in the future is a deciding factor, and that gives it a big advantage. So the biggest impact was the comprehensiveness of the solution and the integration with the CRM. Incentivized Helpful? Verified User Anonymous Chose CloudTalk Twilio, Aircall and Talkdesk Incentivized Helpful? Marc Louis-Boyard International growth marketing specialist / Lead generation & International PR Chose CloudTalk We tried dealing with Aircall, but their solution didn't seem so flexible and the initial adoption cost was way out of our context. We learned later that the solution was in fact more flexible than we thought, but were disappointed by the little quality of their before-sales … Incentivized Helpful? Verified User Anonymous Chose CloudTalk So much better, much cleaner design. Much less complicated setup process. Has a much more up-to-date program. You can use the browser version or the stand-alone app, both are far more fleshed-out pieces of software. It is also much more reliable, haven't had the app crash even … Incentivized Helpful? Verified User Anonymous Chose CloudTalk CloudTalk is a lot more intuitive and provides more features and analytics than 3CX. The fact it allows for integration as well means we can stay on top of all of our missed calls and know exactly what client rang linking them to their company account. Incentivized Helpful? BM Bobbe Marvin Setter Team Manager Chose CloudTalk RingCentral has major issues syncing in real-time. The Web app and the desktop app never showed the same numbers. Often I'd have to wait hours for reports to update and then still had no confidence in the information presented. Incentivized Helpful? TN Trevor Nicholson CFO (Chief Financial Officer) Chose CloudTalk CloudTalk is significantly more affordable, easy to setup and the trial month was very helpful to ensure it was what we needed. AirCall can probably do a lot more but I cannot tell you what and I don't believe we need more as we are not a complex business that needs multiple … Incentivized Helpful? SS Samantha Semuhin Senior Support Manager Chose CloudTalk The pricing is more interesting and the fact they have a product easy to use with integrations with both our Sales and Support CRM's made us chose them. We were also told that a lot of the features we needed would be implemented in the soon future so let's see if it happens. Incentivized Helpful? FR Frederico Rocha CEO (Chief Executive Officer) Chose CloudTalk Availability of a Portuguese phone number and voice call quality. Incentivized Helpful? Diana Furikova Sales Manager Chose CloudTalk I have been using WhatsApp quite often for private and sometimes professional usage and in the past Skype and ICQ. WhatsApp is for free but I would say that CloudTalk provides a higher quality while talking so if I should choose between them for messages is WhatsApp very easy … Incentivized Helpful? Verified User Anonymous Chose CloudTalk The first thing is cost. CloudTalk was a lot cheaper than others. The other thing I noticed is that there were a lot of unwanted or unnecessary features with the other ones that didn't really matter to us, but were more [than] able to ask a higher price per seat. However, the … Incentivized Helpful? Verified User Anonymous Chose CloudTalk We used local VOIP provider, but it was slow, manual-based and expensive solution. Incentivized Helpful? Logan Brown Head of Sales and CS Chose CloudTalk It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before. Incentivized Helpful? PR Pablo Ritchie Product Manager Chose CloudTalk The integration of CloudTalk with Pipedrive makes the native Pipedrive call system practically unnecessary. The latter does not allow searching for calls or generating indicators as well achieved as in CloudTalk. Incentivized Helpful? Balder Goyo Coordinador de ventas Chose CloudTalk Before CloudTalk, we used Pipedrive. It also works really well, but it does not have the option of analytics. You could not check things like how many calls were made during the day or a specific time period. That, for me, is the most valuable feature of CloudTalk--all the data … Incentivized Helpful? JM juan meier lend officer Chose CloudTalk It's the perfect complement to the other services we use as it permits us to get in contact with our clients in order to not only have good communication inside of the company but also outside the company with our clients. It really rounds up the whole package. It's just the … Incentivized Helpful? Ian Moro Investment Advisor Chose CloudTalk Can't elaborate on this one. Incentivized Helpful? SM Siddharth Malhotra Business development Chose CloudTalk N/A Incentivized Helpful? Stasia Blake Administrative Strategist Chose CloudTalk CloudTalk service is immediately available once a profile is created and payment is made. Five9 indicated it would take up to 2 weeks to have full access to the service. Incentivized Helpful? Alex Peralta Partnership Manager Chose CloudTalk Though it was not my decision from switching from Circleloop, when we had originally used CircleLoop it gave some issues with internal transfer and taking calls which heavily affected us. With CloudTalk we can now successfully make outbound calls without any problems. Incentivized Helpful? Verified User Anonymous Chose CloudTalk CloudTalk has a better value for the money spent and has been easier to set up than other peers in that regards as well as better overall integration with already existing Software that we have been using for years in our company. At the end, the communication with CloudTalk … Incentivized Helpful? Verified User Anonymous Chose CloudTalk CloudTalk is much more configurable. It is very easy to send proactive SMS messages with CloudTalk whilst with Zendesk Talk this can only be done through a workaround. Zendesk does not provide Chinese virtual numbers either and outbound calls were not working to Chinese numbers … Incentivized Helpful?	Gladly CX Platform Diana Elizabeth Flores E CS agent Chose Gladly CX Platform First of all, the ease of the platform, the way it helps us to make our job faster as they have the customer information on the left of our screenand we have it linked to Shopify. The fact that this program has helped our productivity is amazing, and also, during peak season, … Incentivized Helpful? FP Fallon Penrod Independent Contractor Chose Gladly CX Platform Gladly is in a league of its own. None of the other companies I have rated can stack up to Gladly's abilities. You can communicate with customers and coworkers alike. This makes it easy for everyone to be able to be on the same page no matter the topic discussed. Incentivized Helpful? Drew Chamberlain Director of Operations and Customer Experience Chose Gladly CX Platform Gladly truly delivers what other vendors promote: True Omnichannel support. Easy to use UI. Robust reporting. Incentivized Helpful?

Features

CloudTalk

Gladly CX Platform

Contact Center Software

Comparison of Contact Center Software features of Product A and Product B
	CloudTalk 9.8 Ratings 15% above category average	Gladly CX Platform - Ratings
Agent dashboard	10.00 Ratings	00 Ratings
Validate callers	9.80 Ratings	00 Ratings
Outbound response	10.00 Ratings	00 Ratings
Call forwarding	10.00 Ratings	00 Ratings
Click-to-call (CTC)	9.80 Ratings	00 Ratings
Warm transfer	9.60 Ratings	00 Ratings
Predictive dialing	10.00 Ratings	00 Ratings
Interactive voice response	10.00 Ratings	00 Ratings
REST APIs	9.60 Ratings	00 Ratings
Call scripts	9.10 Ratings	00 Ratings
Call tracking	9.50 Ratings	00 Ratings
Multichannel integration	10.00 Ratings	00 Ratings
CRM software integration	10.00 Ratings	00 Ratings

Workforce Optimization (WFO)

Comparison of Workforce Optimization (WFO) features of Product A and Product B
	CloudTalk 10.0 Ratings 18% above category average	Gladly CX Platform - Ratings
Inbound call routing	10.00 Ratings	00 Ratings
Omnichannel inbound routing	10.00 Ratings	00 Ratings
Recording	10.00 Ratings	00 Ratings
Quality management	10.00 Ratings	00 Ratings
Call analytics	10.00 Ratings	00 Ratings
Historical reporting	10.00 Ratings	00 Ratings
Live reporting	10.00 Ratings	00 Ratings
Customer surveys	10.00 Ratings	00 Ratings
Customer interaction analytics	10.00 Ratings	00 Ratings

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	CloudTalk - Ratings	Gladly CX Platform 8.9 Ratings 8% above category average
Organize and prioritize service tickets	00 Ratings	9.30 Ratings
Expert directory	00 Ratings	8.00 Ratings
Subscription-based notifications	00 Ratings	8.50 Ratings
ITSM collaboration and documentation	00 Ratings	8.50 Ratings
Ticket creation and submission	00 Ratings	9.30 Ratings
Ticket response	00 Ratings	9.70 Ratings

Self Help Community

Comparison of Self Help Community features of Product A and Product B
	CloudTalk - Ratings	Gladly CX Platform 9.2 Ratings 14% above category average
External knowledge base	00 Ratings	9.50 Ratings
Internal knowledge base	00 Ratings	9.00 Ratings

Multi-Channel Help

Comparison of Multi-Channel Help features of Product A and Product B
	CloudTalk - Ratings	Gladly CX Platform 9.4 Ratings 16% above category average
Customer portal	00 Ratings	9.70 Ratings
IVR	00 Ratings	9.30 Ratings
Social integration	00 Ratings	9.00 Ratings
Email support	00 Ratings	9.70 Ratings
Help Desk CRM integration	00 Ratings	9.30 Ratings

Best Alternatives
	CloudTalk	Gladly CX Platform
Small Businesses	Nextiva Contact Center Score 9.6 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Nextiva Contact Center Score 9.6 out of 10	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	Google Cloud Contact Center AI Score 5.2 out of 10	SysAid Score 8.9 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	CloudTalk	Gladly CX Platform
Likelihood to Recommend	10.0 (0 ratings)	9.7 (0 ratings)
Likelihood to Renew	8.2 (0 ratings)	10.0 (0 ratings)
Usability	7.7 (0 ratings)	10.0 (0 ratings)
Support Rating	3.6 (0 ratings)	10.0 (0 ratings)
Implementation Rating	8.2 (0 ratings)	- (0 ratings)

User Testimonials
	CloudTalk	Gladly CX Platform
Likelihood to Recommend	Cloudtalk is by far the best value-for-price software out there for call center solutions. Packed with features, very accessible, kind and accessible customer support, and cheap, especially when compared with their competitors for the same range of features. Easy entry-level software, especially if you're a startup that doesn't want to make big initial commitments but needs a solution that scales with the business. Verified User Anonymous Read full review	In my case, every day working with Gladly CX Platform is better than the way we used to work with Zendesk, as we did have a big upgrade. So, working with Gladly CX Platform has improved our job daily, making the job faster and easier and that help us tomake the customer happier and to succed in our goal and happiness guarantee Incentivized Diana Elizabeth Flores E CS agent Read full review
Pros	Very easy to setup and configure. It took literally a few minutes to start making our first calls. Integrates with many CRM systems. We've connected with Zendesk for calls and texts to generate tickets automatically. Great selection of virtual numbers for international calls. Great customer support team with quick replies. Call quality is generally good, especially for the price. Verified User Anonymous Read full review	Keeps record of previous interactions/customer history. Displays customer profile, orders and inquiries simultaneously. Allows for excellent employee management (as in seeing where the team is at individually and collectively during a work day). Incentivized Verified User Anonymous Read full review
Cons	A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one. Desktop app has had some instability issue. IVR needs to be self-recorded which can lead to a lower quality. Incentivized SS Samantha Semuhin Senior Support Manager Read full review	Gladly continues to enhance the reporting capabilities of the platform making it an even stronger tool with each update. Incentivized Drew Chamberlain Director of Operations and Customer Experience Read full review
Likelihood to Renew	It is working and affordable Incentivized TN Trevor Nicholson CFO (Chief Financial Officer) Read full review	Gladly really has all the information needed about a customer that you would need.If gladly does have a specified space for specific information you can add notes in multiple locations to remind you self of special circumstances. Gladly meets all our expectations and continues to provide a see less transaction Incentivized FP Fallon Penrod Independent Contractor Read full review
Usability	CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work. IL Ieva Lukstiņa Customer Support Read full review	Because I've been using the platform for almost 3 years, and it has been a game changer in our line of work, making the work easier and faster. And in peak season, when we hire new agents, the training is way better and easier. So for me, using this platform has made my job better Incentivized Diana Elizabeth Flores E CS agent Read full review
Support Rating	They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job! Stanislav Bouda Account Manager Read full review	Gladly is always available to support its customers. That being said, we really haven’t needed support. The product is intuitive and stable. The reality is the support we receive is more collaboration on how we can help Gladly continue to revolutionize this space. Incentivized Drew Chamberlain Director of Operations and Customer Experience Read full review
Alternatives Considered	It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before. Logan Brown Head of Sales and CS Read full review	Gladly truly delivers what other vendors promote: True Omnichannel support. Easy to use UI. Robust reporting. Full SaaS solution. Built-in knowledgebase. Simple implementation. Great support team. True business partnership. Full 360 views of your customer. Reduced ramp time for agents. It truly is the future of Customer Support software. True game changer. Incentivized Drew Chamberlain Director of Operations and Customer Experience Read full review
Return on Investment	With helping us gain a US number, it's made us able to call candidates and clients which we've completed multiple deals Being able to integrate CloudTalk with Salesforce, saves us a lot of time typing in numbers individually in which we can make more calls Incentivized Zak Weller Senior Recruitment Specialist Read full review	Improved Customer Satisfaction Operational Efficiency and Cost Savings Revenue Growth Through Enhanced Customer Experience Incentivized Verified User Anonymous Read full review
ScreenShots	CloudTalk Screenshots	Gladly CX Platform Screenshots