What users are saying about
11 Ratings
8 Ratings
11 Ratings
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Score 8 out of 100
8 Ratings
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Score 8.1 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

Zendesk Talk

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

CloudTalk
7.6
Zendesk Talk
6.7
Agent dashboard
CloudTalk
7.7
Zendesk Talk
5.5
Validate callers
CloudTalk
7.3
Zendesk Talk
4.5
Outbound response
CloudTalk
7.9
Zendesk Talk
4.8
Call forwarding
CloudTalk
7.8
Zendesk Talk
8.5
Click-to-call (CTC)
CloudTalk
7.7
Zendesk Talk
7.7
Warm transfer
CloudTalk
7.5
Zendesk Talk
5.8
Predictive dialing
CloudTalk
7.2
Zendesk Talk
Interactive voice response
CloudTalk
7.5
Zendesk Talk
5.0
REST APIs
CloudTalk
7.5
Zendesk Talk
9.0
Call scripts
CloudTalk
7.5
Zendesk Talk
Call tracking
CloudTalk
7.6
Zendesk Talk
7.8
Multichannel integration
CloudTalk
7.7
Zendesk Talk
7.5
CRM software integration
CloudTalk
7.9
Zendesk Talk
7.4

Workforce Optimization (WFO)

CloudTalk
7.7
Zendesk Talk
6.4
Inbound call routing
CloudTalk
7.9
Zendesk Talk
7.0
Omnichannel inbound routing
CloudTalk
7.4
Zendesk Talk
9.6
Recording
CloudTalk
7.6
Zendesk Talk
8.8
Quality management
CloudTalk
8.0
Zendesk Talk
6.7
Call analytics
CloudTalk
8.0
Zendesk Talk
4.8
Historical reporting
CloudTalk
7.7
Zendesk Talk
5.3
Live reporting
CloudTalk
7.6
Zendesk Talk
6.7
Customer surveys
CloudTalk
7.2
Zendesk Talk
4.2
Customer interaction analytics
CloudTalk
7.6
Zendesk Talk
5.0

Pros

CloudTalk

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

Zendesk Talk

  • 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.
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

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | 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

Zendesk Talk

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

Zendesk Talk

Zendesk Talk 5.6
Based on 3 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | 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

Zendesk Talk

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.
Anonymous | 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

Zendesk Talk

  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Shea Mworia | 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

Zendesk Talk

General

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

Zendesk Talk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

CloudTalk
7.8
Zendesk Talk
7.9

Usability

CloudTalk
9.1
Zendesk Talk

Support Rating

CloudTalk
7.7
Zendesk Talk
5.6

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