What users are saying about
12 Ratings
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Score 8.1 out of 100
17 Ratings
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Score 7.4 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

HCL Sametime (formerly from IBM)

Sametime is well suited for very quick conversations, where you know the person is an active Sametime user. It also serves as an easy way to reach out to someone you may not know when looking for an answer to a quick question, as they are likely to be a Sametime user. Do not, under any circumstances, attempt to use Sametime for Audio or Video chat. The quality and reliability are horrendous.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

CloudTalk
7.8
HCL Sametime (formerly from IBM)
Inbound call routing
CloudTalk
8.0
HCL Sametime (formerly from IBM)
Omnichannel inbound routing
CloudTalk
7.6
HCL Sametime (formerly from IBM)
Recording
CloudTalk
7.8
HCL Sametime (formerly from IBM)
Quality management
CloudTalk
8.1
HCL Sametime (formerly from IBM)
Call analytics
CloudTalk
8.1
HCL Sametime (formerly from IBM)
Historical reporting
CloudTalk
7.9
HCL Sametime (formerly from IBM)
Live reporting
CloudTalk
7.8
HCL Sametime (formerly from IBM)
Customer surveys
CloudTalk
7.5
HCL Sametime (formerly from IBM)
Customer interaction analytics
CloudTalk
7.8
HCL Sametime (formerly from IBM)

Cloud PBX

CloudTalk
HCL Sametime (formerly from IBM)
8.3
Hosted PBX
CloudTalk
HCL Sametime (formerly from IBM)
8.0
Multi-level Interactive Voice Response (IVR)
CloudTalk
HCL Sametime (formerly from IBM)
8.0
User templates
CloudTalk
HCL Sametime (formerly from IBM)
8.0
Call reports
CloudTalk
HCL Sametime (formerly from IBM)
8.0
Directory of employee names
CloudTalk
HCL Sametime (formerly from IBM)
9.6

Call Management

CloudTalk
HCL Sametime (formerly from IBM)
8.3
Answering rules
CloudTalk
HCL Sametime (formerly from IBM)
7.9
Call recording
CloudTalk
HCL Sametime (formerly from IBM)
8.0
Call park
CloudTalk
HCL Sametime (formerly from IBM)
8.0
Call screening
CloudTalk
HCL Sametime (formerly from IBM)
9.0
Message alerts
CloudTalk
HCL Sametime (formerly from IBM)
8.6

VoIP system collaboration

CloudTalk
HCL Sametime (formerly from IBM)
2.9
Video conferencing
CloudTalk
HCL Sametime (formerly from IBM)
2.9
Audio conferencing
CloudTalk
HCL Sametime (formerly from IBM)
3.0

Mobile apps

CloudTalk
HCL Sametime (formerly from IBM)
6.8
Mobile app for iOS
CloudTalk
HCL Sametime (formerly from IBM)
6.8
Mobile app for Android
CloudTalk
HCL Sametime (formerly from IBM)
6.8

Pros

CloudTalk

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

HCL Sametime (formerly from IBM)

  • Sametime's web-based interfaces are "zero load", requiring no plug-ins to be installed to join a meeting, launch a meeting, or use chat in a browser. A plugin is required only if you want to share your screen.
  • Integration with IBM Notes is very tight. Sametime's chat status can change according to your Notes calendar. You can easily see if someone who just emailed you is available to chat. Your chat History is right inside Notes as well.
  • IBM's mobile apps are top notch. We automated the apps for our users thanks to IBM's work with third party MDMs. This made it very simple for us to deploy the Sametime mobile apps -- Chat and Meetings -- and get new capabilities such as Audio & Video mobilized quickly.
  • No down time, ever. The rock solid WebSphere back-end of Sametime means the environment is always up. Period.
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

HCL Sametime (formerly from IBM)

  • Not convenient for a large group meeting.
  • Very basic tool for internal communication only not available for third party communication
  • Very basic and limited mobile app features.
  • High speed connection is needed to connect to Sametime
Mogana Tashiani | TrustRadius Reviewer

Likelihood to Renew

CloudTalk

No score
No answers yet
No answers on this topic

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 10.0
Based on 1 answer
Sametime is now an embedded experience for our users. They know it, they like it, they use it, and they expect it to be wherever they are. Because it is pretty easy to use and NEVER goes down, users know they can rely on it and won't be frustrated by it. Sametime is right up with there with Microsoft Office in terms of user adoption and appreciation.
Anonymous | 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

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 8.6
Based on 2 answers
Just about everything works the way you expect it would and it's relatively easy for users to figure out. Sametime was one of those things that we started with only a few people as a "test" and before the test period was done we discovered a few hundred people had figured out how to log in and most got it working all on their own. Many of our users want to use Sametime and do so regularly; we do not have to create policies enforcing its usage. Users find it practical to use Sametime to do things like chat, transfer files, share their screen, and so forth.
Anonymous | TrustRadius Reviewer

Reliability and Availability

CloudTalk

No score
No answers yet
No answers on this topic

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 10.0
Based on 1 answer
Typically if Sametime is not available, it's because Windows Updates were done on the servers and they were not rebooted. However, that's not a problem with Sametime -- in fact, if you have Linux you could probably run Sametime for years without any hiccups whatsoever. We have no internal Linux expertise.
Anonymous | TrustRadius Reviewer

Performance

CloudTalk

No score
No answers yet
No answers on this topic

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 9.0
Based on 1 answer
Generally very good. Occasionally AV or screen-sharing will stutter and every now and then I hear of it dropping out altogether, but in all cases it was easy to re-establish
Anonymous | 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

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 8.5
Based on 4 answers
I have not needed to use the Sametime support team. Our local support team was able to configure it for me.
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

HCL Sametime (formerly from IBM)

We use Jabber globally in our company and Symphony (no relevant app in able list) in some of the teams as well. All these are instant messenger tools, but Sametime is the easiest one to be used and its chat history is easy to be searched. Sametime can be used to contact almost all internal staff as it’s included in default computer package. Symphony is used to chat with front end business while Jabber is used for call.
Anonymous | TrustRadius Reviewer

Scalability

CloudTalk

No score
No answers yet
No answers on this topic

HCL Sametime (formerly from IBM)

HCL Sametime (formerly from IBM) 10.0
Based on 1 answer
Sametime is rock solid. It runs on WebSphere, DB2 and other related IBM technologies. This does mean the back-end is highly complex and very difficult to learn and get comfortable with, however.
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

HCL Sametime (formerly from IBM)

  • Sametime keeps many of our team members in contact throughout the day which leads to increased productivity which makes everyone happy.
  • We use the team chat room feature every day. This allows a team to stay focused on the task without any extra messages that are not on topic.
  • The split between IBM Sametime, Slack and Google Hangouts has caused some issues when team members are not checking for messages on a certain app.
Anonymous | 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

HCL Sametime (formerly from IBM)

General

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

HCL Sametime (formerly from IBM) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
8.0
HCL Sametime (formerly from IBM)
8.3

Likelihood to Renew

CloudTalk
HCL Sametime (formerly from IBM)
10.0

Usability

CloudTalk
9.1
HCL Sametime (formerly from IBM)
8.6

Reliability and Availability

CloudTalk
HCL Sametime (formerly from IBM)
10.0

Performance

CloudTalk
HCL Sametime (formerly from IBM)
9.0

Support Rating

CloudTalk
7.8
HCL Sametime (formerly from IBM)
8.5

Scalability

CloudTalk
HCL Sametime (formerly from IBM)
10.0

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