What users are saying about
12 Ratings
12 Ratings
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Score 8.1 out of 100
2 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.2 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

Vertical Wave IP

The system does more than I've even had the pleasure to implement. I appreciate the staff and the system. It's stable and dynamic enough to meet any companies needs.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Cloud PBX

CloudTalk
Vertical Wave IP
10.0
Hosted PBX
CloudTalk
Vertical Wave IP
10.0
Multi-level Interactive Voice Response (IVR)
CloudTalk
Vertical Wave IP
10.0
User templates
CloudTalk
Vertical Wave IP
10.0
Call reports
CloudTalk
Vertical Wave IP
10.0
Directory of employee names
CloudTalk
Vertical Wave IP
10.0

Call Management

CloudTalk
Vertical Wave IP
10.0
Answering rules
CloudTalk
Vertical Wave IP
10.0
Call recording
CloudTalk
Vertical Wave IP
10.0
Call park
CloudTalk
Vertical Wave IP
10.0
Call screening
CloudTalk
Vertical Wave IP
10.0
Message alerts
CloudTalk
Vertical Wave IP
10.0

Mobile apps

CloudTalk
Vertical Wave IP
10.0
Mobile app for iOS
CloudTalk
Vertical Wave IP
10.0
Mobile app for Android
CloudTalk
Vertical Wave IP
10.0

Pros

CloudTalk

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

Vertical Wave IP

  • System uptime is tremendous, I almost forget it exists on my server rack.
  • Desktop software is very easy to learn, I can train new receptionists within a few minutes and they don't have to memorize extensions or rely on a sheet of numbers
  • Call recording works well, I am able to find calls based on a number of criteria and it finds the calls fast and I can easily export them for use.
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

Vertical Wave IP

  • There are a few interfaces for working with the system and it can be daunting to learn
  • They charge quite a bit annually and if you miss an update they charge you additional fees to catch up.
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

Vertical Wave IP

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

Vertical Wave IP

No score
No answers yet
No answers on this topic

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

Vertical Wave IP

No answers on this topic

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

Vertical Wave IP

  • Good call tracking and automated systems allows for less staff and accurate metrics
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

Vertical Wave IP

General

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

Vertical Wave IP Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
8.0
Vertical Wave IP
10.0

Usability

CloudTalk
9.1
Vertical Wave IP

Support Rating

CloudTalk
7.8
Vertical Wave IP

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