CloudTalk vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CloudTalk
Score 9.5 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…
$20
per user/month (invoiced annually)
Talkdesk
Score 8.2 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
CloudTalkTalkdesk
Editions & Modules
CloudTalk Starter
$20.00
per user/month (invoiced annually)
CloudTalk Essential
$25.00
per user/month (invoiced annually)
CloudTalk Expert
$40.00
per user/month (invoiced annually)
CloudTalk Custom
-
per user or company/month (invoiced annually)
CX Cloud Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
CloudTalkTalkdesk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
CloudTalkTalkdesk
Considered Both Products
CloudTalk
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!
Talkdesk
Chose Talkdesk
We found that Talkdesk was the leader in all categories except price. They touted a solid integration with Salesforce, which was a primary concern. Tenfold was unable to track transferred calls, so that was the reason for switching to Talkdesk. I think Talkdesk really wowed …
Chose Talkdesk
First of all, I'd like to point out that the Talkdesk app is working without any issues and the call quality is better than the other competitors I listed. Reporting is similar with Aircall but superior to cloud talk. Coaching was used with Aircall and was on par with Talkdesk, …
Chose Talkdesk
Talkdesk stacks up against any app I have ever used because there is no amount of traffic that Talkdesk cannot handle. Talkdesk has always come out on top and can't wait to continue to use this app and watch it grow and blossom into something even better. This site will always …
Chose Talkdesk
They are incredibly similar, but I believe that if Talkdesk gets ticket integration that it would far surpass Zendesk.
Top Pros
Top Cons
Features
CloudTalkTalkdesk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CloudTalk
9.7
45 Ratings
15% above category average
Talkdesk
8.4
435 Ratings
0% above category average
Agent dashboard9.945 Ratings8.4416 Ratings
Validate callers9.740 Ratings8.2365 Ratings
Outbound response9.941 Ratings8.4381 Ratings
Call forwarding9.840 Ratings8.6370 Ratings
Click-to-call (CTC)9.739 Ratings8.9345 Ratings
Warm transfer9.631 Ratings8.9392 Ratings
Predictive dialing10.025 Ratings8.6194 Ratings
Interactive voice response9.829 Ratings8.3270 Ratings
REST APIs9.530 Ratings8.1216 Ratings
Call scripts9.225 Ratings8.1191 Ratings
Call tracking9.436 Ratings8.7386 Ratings
Multichannel integration9.830 Ratings8.1281 Ratings
CRM software integration9.836 Ratings8.0336 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CloudTalk
9.8
42 Ratings
17% above category average
Talkdesk
8.7
422 Ratings
5% above category average
Inbound call routing9.936 Ratings8.7384 Ratings
Omnichannel inbound routing9.829 Ratings8.5272 Ratings
Recording9.838 Ratings9.3406 Ratings
Quality management9.834 Ratings9.0367 Ratings
Call analytics9.940 Ratings8.9381 Ratings
Historical reporting9.837 Ratings8.4388 Ratings
Live reporting9.835 Ratings8.8382 Ratings
Customer surveys9.827 Ratings8.2208 Ratings
Customer interaction analytics9.826 Ratings8.4238 Ratings
Best Alternatives
CloudTalkTalkdesk
Small Businesses
Nextiva Contact Center
Nextiva Contact Center
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CloudTalkTalkdesk
Likelihood to Recommend
9.9
(45 ratings)
8.2
(448 ratings)
Likelihood to Renew
8.2
(1 ratings)
8.8
(36 ratings)
Usability
7.7
(5 ratings)
8.7
(264 ratings)
Availability
-
(0 ratings)
9.8
(6 ratings)
Performance
-
(0 ratings)
10.0
(5 ratings)
Support Rating
3.6
(11 ratings)
8.6
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.4
(4 ratings)
Implementation Rating
8.2
(1 ratings)
8.1
(204 ratings)
Configurability
-
(0 ratings)
10.0
(6 ratings)
Product Scalability
-
(0 ratings)
10.0
(6 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
CloudTalkTalkdesk
Likelihood to Recommend
CloudTalk.io
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.
Read full review
Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
Read full review
Pros
CloudTalk.io
  • It's extremely simple to install and integrate
  • Their smart dialer option reduces time spent typing in number and helps make more calls
  • It makes life super easy to keep track of calls being made and how long calls are but also to listen back on calls made
Read full review
Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
Read full review
Cons
CloudTalk.io
  • 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.
Read full review
Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
Read full review
Likelihood to Renew
CloudTalk.io
It is working and affordable
Read full review
Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
Read full review
Usability
CloudTalk.io
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.
Read full review
Talkdesk
I gave this rating because, All in all, TalkDesk is an excellent software. For our Contact Center, it is a perfect match because of its user-friendly interface and low complexity. Navigating the Talkdesk UI is not too difficult. Using a Web Widget, the product simplifies phone answering and transfer for users. From a management/admin standpoint, the software data analytics interface has improved over the past year, giving us access to more crucial insights regarding agent efficiency and client interactions
Read full review
Reliability and Availability
CloudTalk.io
No answers on this topic
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
Read full review
Performance
CloudTalk.io
No answers on this topic
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
Read full review
Support Rating
CloudTalk.io
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!
Read full review
Talkdesk
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
Read full review
In-Person Training
CloudTalk.io
No answers on this topic
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
Read full review
Online Training
CloudTalk.io
No answers on this topic
Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
Read full review
Implementation Rating
CloudTalk.io
No answers on this topic
Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
Read full review
Alternatives Considered
CloudTalk.io
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.
Read full review
Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
Read full review
Scalability
CloudTalk.io
No answers on this topic
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
Read full review
Return on Investment
CloudTalk.io
  • For a similar price it is not necessary to manage so many cell phone accounts
  • Unlike basic telephony. It is possible to have more control of the interactions with our clients.
  • For administrators it allows better control of commercial actions or the corresponding area for communication issues
Read full review
Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
Read full review
ScreenShots

CloudTalk Screenshots

Screenshot of CloudTalk for Freshdesk - All customer-related data from both systems can be automatically synchronized and always up-to-date. No matter whether one is working in Freshdesk or CloudTalk, the software can provide comprehensive customer data.Screenshot of CloudTalk for Intercom - By integrating Intercom with CloudTalk, essential customer contact details become visible, as well as history of calls and conversations. No matter whether one is working in Intercom or CloudTalk, comprehensive customer data will be presented in both systems. In addition, data synchronization is automatic and regular, so information is always up-to-date.Screenshot of Complete customer interaction history is always within reach. CloudTalk will automatically display previous calls, orders, chats or notes, so agents don’t have to look them up in multiple systems.Screenshot of CloudTalk apps allows agents to make and receive phone calls from anywhere.Screenshot of CloudTalk for Help ScoutScreenshot of Agents can see all caller information in one place. During the phone call, they can look at the client’s history of interactions, orders, chat or notes.