CloudTalk vs. Velocify by ICE Mortgage Technology

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CloudTalk
Score 9.4 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)
Velocify by ICE Mortgage Technology
Score 8.1 out of 10
N/A
Velocify is a sales acceleration and automation solution acquired by Ellie Mae (now ICE Mortgage Technology) in 2017. The product suite includes Velocify Pulse automation app, Velocify Lead Manager for lead management and distribution, and Velocify Dial-IQ sales dialer. Also , Velocify LoanEngage is a sales referral management app for loan officers.N/A
Pricing
CloudTalkVelocify by ICE Mortgage Technology
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)
No answers on this topic
Offerings
Pricing Offerings
CloudTalkVelocify by ICE Mortgage Technology
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
CloudTalkVelocify by ICE Mortgage Technology
Top Pros
Top Cons
Features
CloudTalkVelocify by ICE Mortgage Technology
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CloudTalk
9.5
45 Ratings
12% above category average
Velocify by ICE Mortgage Technology
-
Ratings
Agent dashboard9.845 Ratings00 Ratings
Validate callers9.640 Ratings00 Ratings
Outbound response9.741 Ratings00 Ratings
Call forwarding9.640 Ratings00 Ratings
Click-to-call (CTC)9.639 Ratings00 Ratings
Warm transfer9.531 Ratings00 Ratings
Predictive dialing10.025 Ratings00 Ratings
Interactive voice response9.629 Ratings00 Ratings
REST APIs9.430 Ratings00 Ratings
Call scripts8.925 Ratings00 Ratings
Call tracking9.136 Ratings00 Ratings
Multichannel integration9.530 Ratings00 Ratings
CRM software integration9.536 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CloudTalk
9.6
42 Ratings
14% above category average
Velocify by ICE Mortgage Technology
-
Ratings
Inbound call routing9.736 Ratings00 Ratings
Omnichannel inbound routing9.629 Ratings00 Ratings
Recording9.638 Ratings00 Ratings
Quality management9.634 Ratings00 Ratings
Call analytics9.740 Ratings00 Ratings
Historical reporting9.637 Ratings00 Ratings
Live reporting9.635 Ratings00 Ratings
Customer surveys9.627 Ratings00 Ratings
Customer interaction analytics9.526 Ratings00 Ratings
Best Alternatives
CloudTalkVelocify by ICE Mortgage Technology
Small Businesses
Broadvoice
Broadvoice
Score 9.2 out of 10
Lead411
Lead411
Score 9.2 out of 10
Medium-sized Companies
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
Lead411
Lead411
Score 9.2 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.3 out of 10
Responsive
Responsive
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CloudTalkVelocify by ICE Mortgage Technology
Likelihood to Recommend
9.9
(45 ratings)
10.0
(11 ratings)
Likelihood to Renew
8.2
(1 ratings)
5.1
(5 ratings)
Usability
7.7
(5 ratings)
10.0
(1 ratings)
Availability
-
(0 ratings)
10.0
(2 ratings)
Performance
-
(0 ratings)
10.0
(2 ratings)
Support Rating
3.7
(17 ratings)
10.0
(8 ratings)
In-Person Training
-
(0 ratings)
8.0
(1 ratings)
Implementation Rating
8.2
(1 ratings)
8.0
(2 ratings)
Configurability
-
(0 ratings)
10.0
(2 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
CloudTalkVelocify by ICE Mortgage Technology
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
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
Small businesses who do not need complex reporting and analytics would fit well into the Velocify model. There needs to be specific segments that appeal to this type of CRM, and the best feature is within an added layer--dialer. The ability to turn things around and contact your leads immediately was very beneficial to us, and could prove to be a boon for a small to midsize business.
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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
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ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
  • The prioritized queue allows for management to set contact standards and hold users accountable. It removes all the guess work out of what lead to call next.
  • The Dial IQ feature is fantastic for powering through calls and maximizing speed to contact.
  • The Shotgun lead distribution puts the lead into the hand of the user that is ready and available to call that lead immediately. No handing off a lead to an originator and hoping they call. This feature allows for the system to notify multiple users simultaneously and first user to press 1 wins the lead. Talk about creating a competitive sales environment!
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.
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ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
  • Velocify would be well served to create a more robust email drip campaign platform.
  • Velocify could revamp their dashboards and prioritized views our individuals work out of daily. It's rather overwhelming when working with a lot of leads. Adding interactive graphics - calendars, easy to view alerts, etc would be great. (Big Purple Dot does this well)
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Likelihood to Renew
CloudTalk.io
It is working and affordable
Read full review
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
I am sure that we as a company are likely to continue using Velocify. I am not involved in the selection process, but I have not heard any negative feedback and switching programs would more than likely be too much work
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.
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ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
Users can gain a very good understanding of the system quickly. The administrator can use terms that are familiar to their company when setting the system up. Most new administrators error to the side of complexity when setting up the system. With Velocify less is more.
Read full review
Reliability and Availability
CloudTalk.io
No answers on this topic
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
The system is always up!!
Read full review
Performance
CloudTalk.io
No answers on this topic
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
If the system is set up correctly it will be a game changer for your organization.
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!
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ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
While I didn't speak with the Support team often, they seemed very accepting and reliable. My favorite was the company emails that we would receive whenever something wasn't working correctly so that we would know that it's being worked on, providing a bit of relief to the other employees that were having trouble.
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In-Person Training
CloudTalk.io
No answers on this topic
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
The in-person training if you will is done via GoToMeeting or some other service. I have been told that the moderator goes way too in-depth and too fast.
Read full review
Online Training
CloudTalk.io
No answers on this topic
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
Velocify offers online training via videos and written descriptions of implementation procedures.
Read full review
Implementation Rating
CloudTalk.io
No answers on this topic
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
If you plan to have more than 20 users on Velocify you should outsource implementation to someone that knows how the system can best be implemented for your business/process flows. If you have fewer proposed users try to use one of the canned levels.
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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.
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ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
Before we went with Velocify, we had Salesforce and Hobson's EMT Connect. Both of these systems were rather expensive and didn't give us exactly what we needed for lead conversion as well as the customization we desired. However, I feel that some of the reasons we went with Velocify were not exactly truthful as we found out during the implementation process or much later that there were things they said that they could do that once we started getting into the weeds with it they weren't able to execute. From a lead conversion and speed to lead standpoint, this is a good product. From a reporting and lifecycle management standpoint, this is a very poor product compared to the other two
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Scalability
CloudTalk.io
No answers on this topic
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
The system is fully scaleable both vertically and horizontally across the enterprise.
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
ICE Mortgage Technology (Ellie Mae + Simplifile + MERS)
  • Faster lead conversion lead us to higher potential for "first school wins" philosophy.
  • Negative return on time spent maintaining Velocify. Because manual reporting was needed and much had to be done outside of the system, there was a monetary loss of time because of this.
  • Predictability was near impossible for us, and the fact that we had to purchase an email automation system because Velocify did not do anything we needed was a negative ROI for our business.
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.