What users are saying about
12 Ratings
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Score 8.1 out of 100
8 Ratings
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Score 8.5 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

Nextiva VoIP Call Center

Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.
Arnie Francisco | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CloudTalk
7.8
Nextiva VoIP Call Center
10.0
Agent dashboard
CloudTalk
7.8
Nextiva VoIP Call Center
10.0
Validate callers
CloudTalk
7.5
Nextiva VoIP Call Center
10.0
Outbound response
CloudTalk
8.0
Nextiva VoIP Call Center
10.0
Call forwarding
CloudTalk
7.9
Nextiva VoIP Call Center
10.0
Click-to-call (CTC)
CloudTalk
7.9
Nextiva VoIP Call Center
10.0
Warm transfer
CloudTalk
7.7
Nextiva VoIP Call Center
10.0
Predictive dialing
CloudTalk
7.4
Nextiva VoIP Call Center
10.0
Interactive voice response
CloudTalk
7.7
Nextiva VoIP Call Center
10.0
REST APIs
CloudTalk
7.7
Nextiva VoIP Call Center
10.0
Call scripts
CloudTalk
7.7
Nextiva VoIP Call Center
10.0
Call tracking
CloudTalk
7.8
Nextiva VoIP Call Center
10.0
Multichannel integration
CloudTalk
7.8
Nextiva VoIP Call Center
10.0
CRM software integration
CloudTalk
8.0
Nextiva VoIP Call Center
10.0

Workforce Optimization (WFO)

CloudTalk
7.8
Nextiva VoIP Call Center
10.0
Inbound call routing
CloudTalk
8.0
Nextiva VoIP Call Center
10.0
Omnichannel inbound routing
CloudTalk
7.6
Nextiva VoIP Call Center
10.0
Recording
CloudTalk
7.8
Nextiva VoIP Call Center
10.0
Quality management
CloudTalk
8.1
Nextiva VoIP Call Center
10.0
Call analytics
CloudTalk
8.1
Nextiva VoIP Call Center
10.0
Historical reporting
CloudTalk
7.9
Nextiva VoIP Call Center
10.0
Live reporting
CloudTalk
7.8
Nextiva VoIP Call Center
10.0
Customer surveys
CloudTalk
7.5
Nextiva VoIP Call Center
10.0
Customer interaction analytics
CloudTalk
7.8
Nextiva VoIP Call Center
10.0

Pros

CloudTalk

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

Nextiva VoIP Call Center

  • Call recordings are crystal clear
  • Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
  • User tracking helps us accurately measure availability and overall weekly performance.
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

Nextiva VoIP Call Center

  • Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else.
  • In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it.
  • When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.
Arnie Francisco | 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

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

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

Nextiva VoIP Call Center

Nextiva VoIP Call Center 10.0
Based on 1 answer
They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.
Arnie Francisco | 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

Nextiva VoIP Call Center

Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.
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

Nextiva VoIP Call Center

  • Nextiva has increased our employee phone coverage and availability by 27%
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

Nextiva VoIP Call Center

General

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

Nextiva VoIP Call Center Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
8.0
Nextiva VoIP Call Center
9.7

Usability

CloudTalk
9.1
Nextiva VoIP Call Center

Support Rating

CloudTalk
7.8
Nextiva VoIP Call Center
10.0

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