FluentCloud vs. Talkdesk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
FluentCloud
Score 9.6 out of 10
Small Businesses (1-50 employees)
FluentCloud, from FluentStream Technologies, is a dynamic, cloud-based business phone system. FluentCloud includes FluentStream's leading phone system, phone service and customer support team, all in one. The FluentCloud product aims to provide businesses with new telecommunications flexibility, with an emphasis on price and performance. In addition, the vendor offers a wide range of custom applications and communications integration strategies to businesses and software…
$20
per user per month
Talkdesk
Score 8.2 out of 10
N/A
Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.
$85
per month per user
Pricing
FluentCloudTalkdesk
Editions & Modules
Essential
$20.00
per user per month
Advanced
$30.00
per user per month
Complete
$45.00
per user per month
CX Cloud Essentials
$85
per month per user
CX Cloud Elevate
$115
per month per user
CX Cloud Elite
$145
per month per user
Industry Experience Clouds
Contact Sales
Offerings
Pricing Offerings
FluentCloudTalkdesk
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsUnlimited calls to the US and Canada, first-class quality and 99.99% uptime US-based customer support team and fully customizable plans with “A-La-Carte” options.
More Pricing Information
Community Pulse
FluentCloudTalkdesk
Top Pros
Top Cons
Features
FluentCloudTalkdesk
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
FluentCloud
8.9
2 Ratings
8% above category average
Talkdesk
-
Ratings
Hosted PBX9.01 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)9.01 Ratings00 Ratings
User templates10.01 Ratings00 Ratings
Call reports7.82 Ratings00 Ratings
Directory of employee names8.72 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
FluentCloud
8.4
2 Ratings
0% below category average
Talkdesk
-
Ratings
Answering rules5.62 Ratings00 Ratings
Call recording9.62 Ratings00 Ratings
Call park6.92 Ratings00 Ratings
Call screening10.01 Ratings00 Ratings
Message alerts10.02 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
FluentCloud
7.0
1 Ratings
17% below category average
Talkdesk
-
Ratings
Audio conferencing7.01 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
FluentCloud
5.0
1 Ratings
50% below category average
Talkdesk
-
Ratings
Mobile app for iOS5.01 Ratings00 Ratings
Mobile app for Android5.01 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
FluentCloud
-
Ratings
Talkdesk
8.4
434 Ratings
1% above category average
Agent dashboard00 Ratings8.4415 Ratings
Validate callers00 Ratings8.1364 Ratings
Outbound response00 Ratings8.4380 Ratings
Call forwarding00 Ratings8.6369 Ratings
Click-to-call (CTC)00 Ratings8.9344 Ratings
Warm transfer00 Ratings8.9391 Ratings
Predictive dialing00 Ratings8.6193 Ratings
Interactive voice response00 Ratings8.3269 Ratings
REST APIs00 Ratings8.1215 Ratings
Call scripts00 Ratings8.0190 Ratings
Call tracking00 Ratings8.7385 Ratings
Multichannel integration00 Ratings8.1280 Ratings
CRM software integration00 Ratings7.9335 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
FluentCloud
-
Ratings
Talkdesk
8.7
421 Ratings
5% above category average
Inbound call routing00 Ratings8.7383 Ratings
Omnichannel inbound routing00 Ratings8.5271 Ratings
Recording00 Ratings9.3405 Ratings
Quality management00 Ratings9.0366 Ratings
Call analytics00 Ratings8.9380 Ratings
Historical reporting00 Ratings8.5387 Ratings
Live reporting00 Ratings8.8381 Ratings
Customer surveys00 Ratings8.1207 Ratings
Customer interaction analytics00 Ratings8.3237 Ratings
Best Alternatives
FluentCloudTalkdesk
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
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User Ratings
FluentCloudTalkdesk
Likelihood to Recommend
9.6
(2 ratings)
8.2
(447 ratings)
Likelihood to Renew
10.0
(1 ratings)
8.7
(36 ratings)
Usability
-
(0 ratings)
8.6
(263 ratings)
Availability
-
(0 ratings)
9.8
(6 ratings)
Performance
-
(0 ratings)
10.0
(5 ratings)
Support Rating
-
(0 ratings)
8.6
(130 ratings)
In-Person Training
-
(0 ratings)
10.0
(2 ratings)
Online Training
-
(0 ratings)
8.4
(4 ratings)
Implementation Rating
-
(0 ratings)
8.1
(204 ratings)
Configurability
-
(0 ratings)
10.0
(6 ratings)
Product Scalability
-
(0 ratings)
10.0
(6 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(2 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(2 ratings)
User Testimonials
FluentCloudTalkdesk
Likelihood to Recommend
FluentStream Technologies
I have tried a few programs over the years to record and track calls and this one is by far the best. Easy to use and more functions than I will ever use. I love the reporting options. There was one particular scenario that comes to mind where I was glad to have FluentCloud. I had a client that was really really angry, cussing, yelling, threatening suit, etc. because he had gone to an appointment almost 2 hours away and when he got there the woman told him that we forced her to schedule the appointment, that we were pushy and rude and she just wanted to get off the phone. Thankfully I found the recording and was able to prove to him that she DID schedule the appointment but she also picked the day and time, answered all of the questions and took absolutely no persuasion at all. Basically it was an easy close. The client couldn't believe it and still to this day he is my client.
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Talkdesk
Despite the cost, the ease with which you are able to navigate the system is actually tedious. We have to have specialists in the business to aid in getting some of the reports and making changes to the system. Calls are delayed between us and customers as there is no tower on our continent for the system.
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Pros
FluentStream Technologies
  • FluentCloud is excellent at customer service, their staff is always helpful and responsive. I have never had a typical service experience where first diagnosis is always the user's system. Their engineering staff is also hands on, I've been so grateful to have Brian's help in selecting the right router - he even configured it for us.
  • Ease of use, the system is quite easy to use even beyond adding extensions, users, new DID phone numbers and complex routing queues. It's also easy to configure feature codes and program them so users can perform multi-step tasks with a few key punches on their dial pad. We use feature codes to allow callers to switch their caller ID to our DID numbers that are local to the area on the fly.
  • Robust features: ability for whisper coaching, barge in and a dashboard to visually check the status of each user.
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Talkdesk
  • We were able to replace on-premise solution with Talkdesk Cloud solution within project timelines
  • We were able to migrate region by region while keeping our existing IVR numbers to minimize the impact on customer.
  • We were able to integrate Talkdesk with our cloud CRM, AWS storage and reporting applications
  • The IVR flow changes are easier to understand and manage and to onboard any new team members to support the agents
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Cons
FluentStream Technologies
  • There are times when calls are really garbled, there was a couple months there that we couldn't listen to any of the recordings because they were not decipherable.
  • They changed something recently where now when you are listening to a recording and you hit pause it takes you back to the beginning when you start again rather than just continuing where you left off. That is a pain in the butt because I have to pause quite often for interruptions.
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Talkdesk
  • From experience, customer service is terrible, we've had 5 account executives over 18 months, extremely difficult to get timely answers to pressing issues.
  • Integration with other tools, such as ServiceNow, is not truly integration (in my opinion). There was a marked difference between what the salesperson communicated during the evaluation period and what we actually got once we purchased and implemented the product.
  • We continue to have stability issues which force our agents to restart the Talkdesk client. I frequently receive vague error messages ('something went wrong') that can be frustrating as there's no actual detail to what happened. To be fair, it has improved since we implemented the tool, but if you were to ask our agents what frustrated them, Talkdesk would be at the top of their list.
  • Being a multi-channel platform was one of the things that drew us to Talkdesk; however, the chat channel lags way behind voice in customization and reporting.
  • Lack of training resources. The 'Talkdesk Academy' is often very out-of-date. Would be nice to have actual webinars or online training (even paid training) for various functions of the tool like reporting, WFM, IVR, etc.
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Likelihood to Renew
FluentStream Technologies
At this time there our research has found that feature for feature there isn't a better solution for our needs at this cost point. We have had great success and don't foresee a need to change
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Talkdesk
Renewing the use of talkdesk is a cost-effective solution for our company. By continuing to use it, we can leverage potential cost savings and efficiencies. For instance, talkdesk may have features that automate certain processes or enable better resource allocation, resulting in reduced operational costs. Secondly, renewing the contract contributes to enhanced customer service. Talkdesk likely offers specific functionalities that improve customer satisfaction and support. This could include features such as intelligent routing or real-time analytics that help agents provide personalized assistance and resolve issues more effectively. Thirdly, renewing the contract ensures seamless integration and compatibility with other systems or technologies used in our company. Having a unified system across different departments or functions enhances efficiency and reduces potential disruptions caused by incompatible systems. Moreover, there may be benefits gained from data sharing or streamlined workflows enabled by an integrated platform.
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Usability
FluentStream Technologies
No answers on this topic
Talkdesk
Talkdesk so far has lived up to its mission grants us a platform to use and engage with our population. They are able to reach us consistently and as they need with very few interruptions in services which for a tech company is not an easy thing to achieve. The platform is very simple to use and understand
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Reliability and Availability
FluentStream Technologies
No answers on this topic
Talkdesk
I have never had a problem making a phone call or an issue getting a line out. More times than not it is the customer that will have a bad connection or have a lot of noise on their end. I have had experience w/ dropped calls, but never not being able to access a line
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Performance
FluentStream Technologies
No answers on this topic
Talkdesk
We have never had a Talkdesk performance issue. As long as you follow the system requirements, which are MINIMAL, neither will you.
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Support Rating
FluentStream Technologies
No answers on this topic
Talkdesk
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
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In-Person Training
FluentStream Technologies
No answers on this topic
Talkdesk
I was shown how to use Talkdesk and was happy with it. I learned all I needed.
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Online Training
FluentStream Technologies
No answers on this topic
Talkdesk
Training was simple as the app is easy to use. The phone has gone through upgrades since but it's very adaptive and doesn't require a complete session. There are articles available for self help in case something is forgotten. There are a lot of functions to talkdesk and we have not used all of them
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Implementation Rating
FluentStream Technologies
No answers on this topic
Talkdesk
Really easy to get set up out of the box. Anything I needed to understand further, I was able to just hop into the Academy and self-teach. I could then bring my team-members to those same sections so they could learn as well without me having to put together complicated SOP's / etc
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Alternatives Considered
FluentStream Technologies
I have used others besides what is listed below but FluentCloud is by far the best I have used, especially when it comes to tracking and reporting call volume and production of our calls. Being a call center that is production based on call volume having something like FluentCloud is essential.
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Talkdesk
We were unable to easily access call metrics using WM. Since the switch to Talkdesk, we have not had to struggle with our reporting at all. All the information we need is readily available and can be exported. We are also able to modify the metrics that we need and have them compiled in different ways. The information on Talkdesk is modifiable and makes it easy for us to get the numbers that we need at the end of the day.
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Scalability
FluentStream Technologies
No answers on this topic
Talkdesk
We have over 200 employees in 11 states across the United States. Everyone uses Talkdesk. I believe that says a lot about the product and its flexibility. We need to be able to rely on system in order to assist our customers. Reliability and sustainability is important to our success
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Return on Investment
FluentStream Technologies
  • FluentCloud is a good value, we have done extensive cost comparison and the feature set vs price is very favorable.
  • The lack of a contract and ability to dynamically add or remove extensions as needed is great, we only pay for what we use.
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Talkdesk
  • Decreased average response time on emails - due to proper forecasting by our team but of course by usage of data received from this tool.
  • Increase in quality audit scores through weekly reviews by this tool.
  • Employee morale and company survey as agents are not stressing with the easy use of this tool.
  • Reduced average handle time to ensure first response is addressed or first rings are addressed immediately.
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ScreenShots

FluentCloud Screenshots

Screenshot of Completely hosted VoIP solution with 99.99% uptimeScreenshot of Online web portal with full self-management capabilitiesScreenshot of Full Call Reporting Dashboards