11 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 out of 100
53 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.9 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CloudTalk
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
CloudTalk
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
CloudTalk
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
CloudTalk
7.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
CloudTalk
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Click-to-call (CTC)
CloudTalk
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Warm transfer
CloudTalk
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
CloudTalk
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
CloudTalk
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
CloudTalk
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
CloudTalk
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
CloudTalk
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.7
Multichannel integration
CloudTalk
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
CloudTalk
7.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.5

Workforce Optimization (WFO)

CloudTalk
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7
Inbound call routing
CloudTalk
7.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
CloudTalk
7.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
CloudTalk
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
CloudTalk
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
CloudTalk
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
CloudTalk
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.7
Live reporting
CloudTalk
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.7
Customer surveys
CloudTalk
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
CloudTalk
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Pros

CloudTalk

  • Fast.
  • Reliable.
  • Superb sound quality.
  • Ease of use.
Stanislav Bouda | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
Emily Sullivan | TrustRadius Reviewer

Usability

CloudTalk

CloudTalk 9.1
Based on 3 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Support Rating

CloudTalk

CloudTalk 7.7
Based on 9 answers
Because it solves all problems we faced initially and it makes us data-driven team with its HubSpot integration. CloudTalk is a good investment if you are keen to track actions in your team.
Faruk Aydin | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | TrustRadius Reviewer

Alternatives Considered

CloudTalk

CloudTalk is in terms of calls showing a great performance, although LiveAgent was good, too. The decision to change to CloudTalk was due to the lower price for the use. It is really handy for calls, LiveAgent offers also the options for emails. Both software are great for work and together makes it easy to do the tasks needed.
Ieva Lukstiņa | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7

Usability

CloudTalk
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

CloudTalk
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Add comparison