What users are saying about
12 Ratings
Top Rated
77 Ratings
12 Ratings
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Score 8.1 out of 100
Top Rated
77 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9 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

Grasshopper

Seems like it is perfectly suited for ANY small to medium business. I can imagine that a business would outgrow the system eventually, but probably around 75-100 employees? Great system for offices that are not managed full time, companies with remote workers, budget conscience start ups, anyone with a need for a registered office line.
David Renberg | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CloudTalk
7.8
Grasshopper
Agent dashboard
CloudTalk
7.8
Grasshopper
Validate callers
CloudTalk
7.5
Grasshopper
Outbound response
CloudTalk
8.0
Grasshopper
Call forwarding
CloudTalk
7.9
Grasshopper
Click-to-call (CTC)
CloudTalk
7.9
Grasshopper
Warm transfer
CloudTalk
7.7
Grasshopper
Predictive dialing
CloudTalk
7.4
Grasshopper
Interactive voice response
CloudTalk
7.7
Grasshopper
REST APIs
CloudTalk
7.7
Grasshopper
Call scripts
CloudTalk
7.7
Grasshopper
Call tracking
CloudTalk
7.8
Grasshopper
Multichannel integration
CloudTalk
7.8
Grasshopper
CRM software integration
CloudTalk
8.0
Grasshopper

Workforce Optimization (WFO)

CloudTalk
7.8
Grasshopper
Inbound call routing
CloudTalk
8.0
Grasshopper
Omnichannel inbound routing
CloudTalk
7.6
Grasshopper
Recording
CloudTalk
7.8
Grasshopper
Quality management
CloudTalk
8.1
Grasshopper
Call analytics
CloudTalk
8.1
Grasshopper
Historical reporting
CloudTalk
7.9
Grasshopper
Live reporting
CloudTalk
7.8
Grasshopper
Customer surveys
CloudTalk
7.5
Grasshopper
Customer interaction analytics
CloudTalk
7.8
Grasshopper

Cloud PBX

CloudTalk
Grasshopper
8.1
Hosted PBX
CloudTalk
Grasshopper
8.8
Multi-level Interactive Voice Response (IVR)
CloudTalk
Grasshopper
8.1
User templates
CloudTalk
Grasshopper
7.1
Call reports
CloudTalk
Grasshopper
8.5
Directory of employee names
CloudTalk
Grasshopper
8.2

Call Management

CloudTalk
Grasshopper
8.3
Answering rules
CloudTalk
Grasshopper
8.1
Call recording
CloudTalk
Grasshopper
8.3
Call park
CloudTalk
Grasshopper
8.2
Call screening
CloudTalk
Grasshopper
8.3
Message alerts
CloudTalk
Grasshopper
8.9

VoIP system collaboration

CloudTalk
Grasshopper
8.0
Video conferencing
CloudTalk
Grasshopper
7.9
Audio conferencing
CloudTalk
Grasshopper
7.6
Video screen sharing
CloudTalk
Grasshopper
8.2
Instant messaging
CloudTalk
Grasshopper
8.4

Mobile apps

CloudTalk
Grasshopper
8.4
Mobile app for iOS
CloudTalk
Grasshopper
8.4
Mobile app for Android
CloudTalk
Grasshopper
8.3

Pros

CloudTalk

  • Ease of use.
  • Ease of setup.
  • Usability.
Anonymous | TrustRadius Reviewer

Grasshopper

  • Extremely user-friendly interface - even non-tech-savvy users can manage their user setup and call handling on their own.
  • Excellent customer support.....on the few occasions that I've need help the Grasshopper team has been quick, helpful, professional, and friendly.
  • Impressive voice talent for those who don't want to (or shouldn't!) creates their own greetings and messages.
Trisha Miller | 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

Grasshopper

  • There isn't much I can think of, although right now one of my team members isn't having her calls come through for some reason. We have to troubleshoot it and see if it isn't an issue with her phone first. But obviously its never good when things like that happen. Can't put the blame anywhere yet as we haven't yet looked at the issue.
  • Placing calls from within the Grasshopper app isn't always so solid. I've tried placing outgoing calls from the app and I've had issues where the person I called couldn't hear me or the call would just drop out of nowhere. It hasn't happened in a while but it did happen a few times when I first started using it. Admittedly that was over 4 years ago so it may not be an issue anymore.
  • This is a little out there but it would interesting if there were an option to SEND faxes as well. If I could take pictures of a document with my phone, or if there is an existing pdf file on my phone, the ability to send it would be great. It seems a little unnecessary because at that point you might think, well why not just email it? I agree but there are still some people and companies out there (strangely) that like to receive things via fax (i.e. the IRS still has some services that can only be taken care of if documents are mailed or faxed in). I'm sure eventually this will go the way of the dinosaur though.
Daniel Shatzkes CEO Entrepreneur, Manufacturer, Musician | TrustRadius Reviewer

Usability

CloudTalk

CloudTalk 9.1
Based on 4 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

Grasshopper

Grasshopper 6.0
Based on 1 answer
The admin functions are kind of confusing in the old interface which was my most recent experience on the admin side.
Matthew Gardner | TrustRadius Reviewer

Support Rating

CloudTalk

CloudTalk 7.8
Based on 10 answers
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 | TrustRadius Reviewer

Grasshopper

Grasshopper 8.3
Based on 42 answers
Support at Grasshopper is the reason I continue to integrate the calls with my nonprofit. A satisfying customer service experience paired with unparalleled service and cost is the reason we keep coming back. Phone service is simple yet an integral part of what most if not all small businesses need to succeed.
Anonymous | TrustRadius Reviewer

Alternatives Considered

CloudTalk

Aircall is really expensive for the same functionality and Freshcaller was just impossible to work with and really bad service. Both also don't have a good freemium tier like this does.
Anonymous | TrustRadius Reviewer

Grasshopper

Grasshopper is more reliable in terms of the actual connection and quality of the call compared to Uber Conference & Google Hangouts. We choose Grasshopper over both of these platforms because it provided us a dedicated phone number we can use in our email signatures, allows us to screen phone calls, and provides extensions for different departments / members of the team so external callers can reach the person they were looking for without having to go through an operator
Courtney Mudd | 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

Grasshopper

  • Grasshopper has been positive overall because it is inexpensive and agile/easy to use
  • Our customers are happy that they can reach us easily, and our reps are happy to use their phones mobilely
  • Integration with G-suite and intercom is great - saves time and keeps us from having to waste time logging calls
Becky Jewell Laughton | 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

Grasshopper

General

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

Grasshopper Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
8.0
Grasshopper
8.5

Usability

CloudTalk
9.1
Grasshopper
6.0

Support Rating

CloudTalk
7.8
Grasshopper
8.3

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