#1 most frequent
United States of America
34.8%23 installations of 66
What is CloudTalk?
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.
Categories & Use Cases
Media
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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.
Top Performing Features
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.5
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.7
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.7
Areas for Improvement
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.3
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.8
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.4
Who Buys & Uses CloudTalk
#2 most frequent
Germany
12.1%8 installations of 66
#3 most frequent
India
6.1%4 installations of 66
Perfect Solution for Inbound & Outbound Sales
Use Cases and Deployment Scope
We use CloudTalk for inbound calls for customer service and easier routing between the departments. On top of that, we are logging our sales calls with CloudTalk, which enables us to improve our sales results. Their easy-to-use interface shows various dashboards, so we can quickly see where we are struggling or doing great.
Pros
- IVR
- Call Monitoring
- Call Routing
- Call Tagging
Cons
- Mobile Application
Return on Investment
- Increased ROI
- Increased number of the calls
- Decreased time to answer customer inquiries
Alternatives Considered
Aircall, NICE CXone, Genesys Cloud CX, Talkdesk and Five9
CloudTalk - great experience
Use Cases and Deployment Scope
We started using CloudTalk for inbound calls with our customers to secure a better and more dynamic client relationship. We are able to track the performance of our support calls in intuitive dashboard and we are definitely closer to our customer around the world. The software is very intuitive itself so anytime we don't perform well regarding our support team calls, we are able to quickly take actions and make adjustments.
Pros
- IVR builder
- call recording
- Call monitoring
Cons
- N/A
Return on Investment
- Saves time as the tool is very user-friendly
- Increased access to regions that are sensitive to support calls
Other Software Used
HubSpot CRM, HubSpot CMS Hub, HubSpot Marketing Hub
A Great Tool with a Great Future
Use Cases and Deployment Scope
I use it for internal communication and joint calls with clients as I focus on marketing research. Connecting with Hubspot allows me to sync data to know when a client is ready to talk. The interviews are easily recorded, and I evaluate them later. It's great that I don't have to search for the data in different tools, but I can get it in a few clicks, which makes marketing research easier.
Pros
- Connection and synchronization of data with existing CRM
- Great support who can always advise and is available when we need them
- Independent of the fixed telephone line running on the VoIP protocol
Cons
- I don't know about anything suits me
Return on Investment
- Saves a bunch of time that can be devoted to other things. This has a higher return and makes more sense compared to the competition.
- Salespeople have all the information they need in the CRM, including research, allowing them to make better decisions, strategies and increase sales.
Alternatives Considered
LiveAgent and LiveCall
Other Software Used
Basecamp, Slack, HubSpot CRM
Looking for a simplistic, effective and fantastic system? CloudTalk is for you then!
Use Cases and Deployment Scope
All of our work is based in the US, so CloudTalk helped us gain a US number as we are located in the UK. We have Salesforce as a CRM system and CloudTalk made it super easy to install their app and also to integrate it with our CRM system. It's great to have a system all in one place and one that is so simplistic.
Pros
- 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
Cons
- I honestly could suggest any improvements at this time but that may change in the future
Return on Investment
- With helping us gain a US number, it's made us able to call candidates and clients which we've completed multiple deals
- Being able to integrate CloudTalk with Salesforce, saves us a lot of time typing in numbers individually in which we can make more calls
Other Software Used
Linkedin Recruiter
Excellent tracking tool for us!
Use Cases and Deployment Scope
We're using CloudTalk to monitor the source of our calls and to operate the right dispatches to the right salespeople. This enabled us to have a clearer vision of the ROI of our actions, especially when it comes to printed media. We also needed a tool that offered ease of setup and maintenance, compatible with our numerous Hubspot workflows.
Pros
- Tracking
- Ease of setup.
- Ease of adoption by our sales team.
Cons
- The documentation could be clearer.
- Personalization seems confusing at first, and requires a bit of test and learn.
Return on Investment
- Positive: tracking of our printed efforts.
- Positive: ridiculous cost for our sector.
Alternatives Considered
Aircall
