CloudTalk vs. Zendesk Talk

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)
Zendesk Talk
Score 8.1 out of 10
N/A
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.N/A
Pricing
CloudTalkZendesk Talk
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
CloudTalkZendesk Talk
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
CloudTalkZendesk Talk
Considered Both Products
CloudTalk
Chose CloudTalk
The pricing is more interesting and the fact they have a product easy to use with integrations with both our Sales and Support CRM's made us chose them. We were also told that a lot of the features we needed would be implemented in the soon future so let's see if it happens.
Zendesk Talk

No answer on this topic

Top Pros
Top Cons
Features
CloudTalkZendesk Talk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CloudTalk
9.7
45 Ratings
15% above category average
Zendesk Talk
8.1
15 Ratings
3% below category average
Agent dashboard9.945 Ratings7.415 Ratings
Validate callers9.740 Ratings7.911 Ratings
Outbound response9.941 Ratings8.513 Ratings
Call forwarding9.940 Ratings7.714 Ratings
Click-to-call (CTC)9.739 Ratings8.612 Ratings
Warm transfer9.631 Ratings7.711 Ratings
Predictive dialing10.025 Ratings7.67 Ratings
Interactive voice response9.929 Ratings8.59 Ratings
REST APIs9.530 Ratings8.06 Ratings
Call scripts9.225 Ratings8.35 Ratings
Call tracking9.436 Ratings7.513 Ratings
Multichannel integration9.830 Ratings7.79 Ratings
CRM software integration9.836 Ratings9.68 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CloudTalk
9.9
42 Ratings
18% above category average
Zendesk Talk
7.6
15 Ratings
8% below category average
Inbound call routing9.936 Ratings7.711 Ratings
Omnichannel inbound routing9.929 Ratings7.79 Ratings
Recording9.938 Ratings7.914 Ratings
Quality management9.934 Ratings7.812 Ratings
Call analytics9.940 Ratings7.812 Ratings
Historical reporting9.937 Ratings7.212 Ratings
Live reporting9.935 Ratings6.013 Ratings
Customer surveys9.927 Ratings8.07 Ratings
Customer interaction analytics9.826 Ratings8.19 Ratings
Best Alternatives
CloudTalkZendesk Talk
Small Businesses
Nextiva Contact Center
Nextiva Contact Center
Score 9.0 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
CloudTalkZendesk Talk
Likelihood to Recommend
10.0
(45 ratings)
8.1
(15 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
Usability
7.7
(5 ratings)
-
(0 ratings)
Support Rating
3.6
(11 ratings)
5.0
(3 ratings)
Implementation Rating
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
CloudTalkZendesk Talk
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
Zendesk
Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
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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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Zendesk
  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
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
Zendesk
  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
Read full review
Likelihood to Renew
CloudTalk.io
It is working and affordable
Read full review
Zendesk
No answers on this topic
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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Zendesk
No answers on this topic
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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Zendesk
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
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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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Zendesk
Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
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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
Zendesk
  • We were able to reduce global headcount by 20% in our call centers.
  • Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
  • Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
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.