What users are saying about
11 Ratings
Top Rated
451 Ratings
11 Ratings
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Score 8 out of 100
Top Rated
451 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Likelihood to Recommend

CloudTalk

CloudTalk is great for making calls and receiving them, while doing different tasks. It is easy to see the incoming call and to answer them. As well as the call quality is high. It is really suited to be used in customer service, when many clients are calling. Sometimes if a client can not pick up the phone, the SMS option can be a great help to send the information and to receive from the client the information back
Ieva Lukstiņa | TrustRadius Reviewer

Google Hangouts (Classic)

Hangouts is a great free option for video conferencing and chat on a budget. That's what makes it so attractive for my volunteer work with the International Institute of Business Analysis (IIBA). I'm not getting charged for anything except for storage, which is really cost-effective. You won't find a better, cost-effective tool than Hangouts. However, it just doesn't have that professional feel that makes me want to bring it to my organization to promote as a solution. Webex pretty much rules that space. But it's really hard to beat otherwise. I think it depends on exactly what you're using it for.
Richard Crane | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CloudTalk
7.6
Google Hangouts (Classic)
Agent dashboard
CloudTalk
7.7
Google Hangouts (Classic)
Validate callers
CloudTalk
7.3
Google Hangouts (Classic)
Outbound response
CloudTalk
7.9
Google Hangouts (Classic)
Call forwarding
CloudTalk
7.8
Google Hangouts (Classic)
Click-to-call (CTC)
CloudTalk
7.7
Google Hangouts (Classic)
Warm transfer
CloudTalk
7.5
Google Hangouts (Classic)
Predictive dialing
CloudTalk
7.2
Google Hangouts (Classic)
Interactive voice response
CloudTalk
7.5
Google Hangouts (Classic)
REST APIs
CloudTalk
7.5
Google Hangouts (Classic)
Call scripts
CloudTalk
7.5
Google Hangouts (Classic)
Call tracking
CloudTalk
7.6
Google Hangouts (Classic)
Multichannel integration
CloudTalk
7.7
Google Hangouts (Classic)
CRM software integration
CloudTalk
7.9
Google Hangouts (Classic)

Workforce Optimization (WFO)

CloudTalk
7.7
Google Hangouts (Classic)
Inbound call routing
CloudTalk
7.9
Google Hangouts (Classic)
Omnichannel inbound routing
CloudTalk
7.4
Google Hangouts (Classic)
Recording
CloudTalk
7.6
Google Hangouts (Classic)
Quality management
CloudTalk
8.0
Google Hangouts (Classic)
Call analytics
CloudTalk
8.0
Google Hangouts (Classic)
Historical reporting
CloudTalk
7.7
Google Hangouts (Classic)
Live reporting
CloudTalk
7.6
Google Hangouts (Classic)
Customer surveys
CloudTalk
7.2
Google Hangouts (Classic)
Customer interaction analytics
CloudTalk
7.6
Google Hangouts (Classic)

Cloud PBX

CloudTalk
Google Hangouts (Classic)
7.8
Hosted PBX
CloudTalk
Google Hangouts (Classic)
7.3
Multi-level Interactive Voice Response (IVR)
CloudTalk
Google Hangouts (Classic)
8.5
User templates
CloudTalk
Google Hangouts (Classic)
7.6
Call reports
CloudTalk
Google Hangouts (Classic)
7.4
Directory of employee names
CloudTalk
Google Hangouts (Classic)
8.2

Call Management

CloudTalk
Google Hangouts (Classic)
7.7
Answering rules
CloudTalk
Google Hangouts (Classic)
7.6
Call recording
CloudTalk
Google Hangouts (Classic)
7.8
Call park
CloudTalk
Google Hangouts (Classic)
6.9
Call screening
CloudTalk
Google Hangouts (Classic)
8.0
Message alerts
CloudTalk
Google Hangouts (Classic)
7.9

VoIP system collaboration

CloudTalk
Google Hangouts (Classic)
8.8
Video conferencing
CloudTalk
Google Hangouts (Classic)
8.8
Audio conferencing
CloudTalk
Google Hangouts (Classic)
8.7
Video screen sharing
CloudTalk
Google Hangouts (Classic)
8.6
Instant messaging
CloudTalk
Google Hangouts (Classic)
9.1

Mobile apps

CloudTalk
Google Hangouts (Classic)
9.0
Mobile app for iOS
CloudTalk
Google Hangouts (Classic)
9.0
Mobile app for Android
CloudTalk
Google Hangouts (Classic)
9.1

Pros

CloudTalk

  • Fast.
  • Reliable.
  • Superb sound quality.
  • Ease of use.
Stanislav Bouda | TrustRadius Reviewer

Google Hangouts (Classic)

  • One tool, many uses: chat, audio call, video call, interact with Meet or any other Google tool, perfectly integrated.
  • One tool, any platform.
  • Cell phone? No problem.
  • Tablet? No problem.
  • PC? No problem.
  • No matter what OS you're using, you can Hangout.
  • One tool, many people to connect: almost everybody I know has a Google account, or even the other way around, I think I don´t know anybody without a Google account, so they're all a potential Hangouts contacts.
Anonymous | TrustRadius Reviewer

Cons

CloudTalk

  • The service is unusable right now because it's always down. CloudTalk has oversold their service to too many customers on too few servers (as admitted on an email from their CEO to all their customers). We've lost all functionality for days - crippling our customer support team
Anonymous | TrustRadius Reviewer

Google Hangouts (Classic)

  • With many people on a Hangout on a mobile screen I felt that things were harder to track and manage. If people are thoughtful it is easier.
  • I found it difficult to track the chat and the video at the same time. If people were typing into the chat window it wasn't obvious what that conversation was while a Hangout was occurring.
  • Google Meet has taken over some of the space the Hangouts previously has done for us. If you are looking at alternatives it does have some similar features and is a robust product.
Anonymous | TrustRadius Reviewer

Usability

CloudTalk

CloudTalk 9.1
Based on 3 answers
I must say that the flexibility of this tool is amazing. I can see all the necessary details about the calls and available agents at one place, including reports, SLAs and other metrics I need to work with. The interface has a very nice modern design, which is easy to use and very intuitive.
Andrej Saxon | TrustRadius Reviewer

Google Hangouts (Classic)

Google Hangouts (Classic) 8.6
Based on 9 answers
It just works. Maybe you can experience very minor flaws or bugs from time to time (not a problem at all). You just need a google account (Gmail) and you're good to go. And best of all: It is free. The cost-benefits ratio is simply perfect, and audio/video quality is excellent as long as you can have a stable internet connection with decent speeds (no less than 2 Mbps, I'd say).
Martín Stricker | TrustRadius Reviewer

Support Rating

CloudTalk

CloudTalk 7.7
Based on 9 answers
Because it solves all problems we faced initially and it makes us data-driven team with its HubSpot integration. CloudTalk is a good investment if you are keen to track actions in your team.
Faruk Aydin | TrustRadius Reviewer

Google Hangouts (Classic)

Google Hangouts (Classic) 7.9
Based on 40 answers
Google Hangouts works great and does not require a lot of work to troubleshoot. Everything is simple and easy to use. Google provides all of the tools that one requires to utilize Google Hangouts and any information can be found in the built-in help tools. There is also a forum for users to report issues and typically, Google responds well and will try to work out any issues.
Kaleb-John Loo | TrustRadius Reviewer

Alternatives Considered

CloudTalk

CloudTalk is in terms of calls showing a great performance, although LiveAgent was good, too. The decision to change to CloudTalk was due to the lower price for the use. It is really handy for calls, LiveAgent offers also the options for emails. Both software are great for work and together makes it easy to do the tasks needed.
Ieva Lukstiņa | TrustRadius Reviewer

Google Hangouts (Classic)

The closest alternative to Hangouts is Skype. Hangouts is a lot more practical since it allows easier teleconference setup, and is so much easier to use since it's web based and needs no installation. At work, we use HipChat as well since it's well integrated with Jira, but I prefer Hangouts so I can search for any conversation through the email rather than hoping to find history logs somewhere on my computer.
Anonymous | TrustRadius Reviewer

Return on Investment

CloudTalk

  • CloudTalk has crippled our customer support team. The return on investment has basically been upset customers because they can't get through to us for assistance because the app and CloudTalk servers are constantly down.
Anonymous | TrustRadius Reviewer

Google Hangouts (Classic)

  • If we can get it to work for us it will improve our customer service offerings in an industry that is very visual.
  • It will improve communication with our suppliers and cut down on shipping of samples back and forth.
  • It will save us time.
Vivian Vassar | TrustRadius Reviewer

Screenshots

Pricing Details

CloudTalk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$11*

* per user

CloudTalk Editions & Modules

Edition
CloudTalk Essential$201
CloudTalk Custom-2
CloudTalk Expert$353
CloudTalk Starter$153
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
Additional Pricing Details

Google Hangouts (Classic)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Google Hangouts (Classic) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
7.8
Google Hangouts (Classic)
8.3

Usability

CloudTalk
9.1
Google Hangouts (Classic)
8.6

Support Rating

CloudTalk
7.7
Google Hangouts (Classic)
7.9

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