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FluentCloud

FluentCloud

Overview

What is FluentCloud?

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…

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Learn from top reviewers

Fluent Results with FluentCloud

Rating: 10 out of 10
November 5, 2018
IncentivizedVetted ReviewVerified User
FluentCloud is technically used by everyone that works here as it is the system that records all of our calls. The callers on the floor don't really use it for anything other ...
Continue reading
Janene Buck
Manager - Customer Service
Client Services Manager
West Coast Call Center
FluentCloud3 years of experience

FluentCloud is robust, feature rich and cost effective.

Rating: 9 out of 10
October 17, 2018
IncentivizedVetted ReviewVerified User
Our whole organization uses FluentCloud VOIP service. We utilize their IVR and workgroups to route incoming calls. Their VM platform emails the voicemail directly to the user'...
Continue reading
Melissa Almeida
Manager - Information Technology
IT Manager & Sales Executive
West Coast Call Center Inc
FluentCloud4 years of experience
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Pricing

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Essential

$20.00

Cloud
per user per month

Advanced

$30.00

Cloud
per user per month

Complete

$45.00

Cloud
per user per month

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://fluentstream.com/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services
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Product Details

What is FluentCloud?

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 vendors.


FluentCloud Features

Cloud PBX Features

  • Supported: Hosted PBX
  • Supported: Multi-level Interactive Voice Response (IVR)
  • Supported: User templates
  • Supported: Call reports
  • Supported: Directory of employee names

Call Management Features

  • Supported: Answering rules
  • Supported: Call recording
  • Supported: Call park
  • Supported: Call screening
  • Supported: Message alerts

VoIP system collaboration Features

  • Supported: Video conferencing
  • Supported: Audio conferencing

Mobile apps Features

  • Supported: Mobile app for iOS
  • Supported: Mobile app for Android

Additional Features

  • Supported: Voicemail Drop
  • Supported: Area Code Matching/ Local Presence

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

FluentCloud Integrations

FluentCloud Competitors

FluentCloud Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Mobile Web
Supported CountriesUnited States, Canada, Australia, UK
Supported LanguagesEnglish

FluentCloud Downloadables

FluentCloud Customer Size Distribution

Consumers2%
Small Businesses (1-50 employees)80%
Mid-Size Companies (51-500 employees)17%
Enterprises (more than 500 employees)1%
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Comparisons

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Reviews From Top Reviewers

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

FluentStream has proven to be a valuable solution for users looking to lower costs and improve their phone service. By eliminating the need to deal with local landline telco, users have experienced a significant reduction in expenses while enjoying better overall service. The platform's ease of use and excellent customer service have been praised by users, making it a popular choice among businesses.

One of the key advantages of FluentStream is its real-time visibility to performance metrics. This feature allows users to track and analyze their call data, enabling them to identify bottlenecks in their processes and make necessary improvements. Office managers appreciate the auto-attendant feature, which allows them to record greetings, an office directory, and emergency numbers, especially useful for those frequently away from their desks.

FluentStream also provides improved call handling capabilities such as handling multiple calls and call forwarding, resulting in better customer service for businesses. While some users have reported intermittent webphone problems, they appreciate being kept up to date on progress regarding these issues. Furthermore, FluentStream has successfully met the needs of companies operating from the same hub but in different industries, showcasing its adaptability across various sectors.

Users find that FluentStream's phone system is easy to adapt to both in the office and in the field, allowing for increased productivity regardless of location. Compared to previous experiences with VOIP systems, FluentStream has provided less downtime leading to increased business efficiency. Prompt resolution of any issues encountered with FluentStream has been consistently reported by users, further contributing to their positive experience with the product.

For small companies, FluentStream offers better phone quality along with smooth call transferring and dialing extensions functionality. It has proven particularly beneficial for small businesses seeking advanced setup options at a reasonable cost. Additionally, FluentStream's great American customer service and flexibility have received positive feedback from users.

The customization features of FluentStream, including IVR, queue, call flows, and auto rollover, allow users to create a robust contact center infrastructure tailored to their needs. The system also enables easy creation of new extensions, while the recording features support quality assurance and performance improvement efforts. The recording feature has proven valuable in resolving client disputes and providing evidence of conversations, enhancing the overall level of customer service provided by businesses.

Furthermore, FluentStream's voicemail platform stands out for its efficiency as it emails voicemails directly to users' inboxes. This feature improves accessibility and enhances the overall efficiency of communication. FluentStream is not only used by individual employees but also by the entire organization. Management utilizes the platform for call monitoring and providing feedback to agents, further enhancing team collaboration and performance. Users appreciate the prompt resolution of any issues they encounter with FluentStream, as it allows them to maintain productivity without disruptions.

Two small companies that initially had reservations about technology changes found success with FluentStream. Operating from the same location, these companies from different industries - insurance and plumbing - have been able to meet their unique needs through FluentStream's versatile offerings.

Overall, FluentStream has proven to be a reliable and flexible solution for businesses of various sizes and industries. Its ability to lower costs, improve phone service quality, enhance customer service, offer advanced setup options, and provide customization features has made it an appealing choice for many organizations. With its emphasis on user-friendly interfaces and responsive customer support, FluentStream has become a go-to option for businesses looking to optimize their communication systems and streamline their operations.

Exceptional Customer Service: Many users have praised FluentStream's customer service as amazing, responsive, and beyond their expectations. Reviewers appreciate the quick and effective assistance provided by the support staff, describing them as friendly, helpful, and always available to resolve any issues. The immediate support through chat is particularly appreciated by users.

Robust Features: Several reviewers have highlighted FluentStream's robust features that meet their call center needs. Users are impressed with the unlimited calling, call recording, whisper coaching, and barge-in features offered by the system. They also appreciate the ability to purchase DID numbers directly from the web portal and praise the reporting options for being robust.

Ease of Use: Users find FluentStream's system easy to use, even beyond basic tasks like adding extensions and users. They appreciate the ability to configure feature codes for multi-step tasks and a dashboard that visually displays the status of each user. Additionally, users mention that they can record thousands of calls per day without any cap. The ease of use of the dashboard and the ability to set security options based on user roles are additional positive points mentioned by reviewers.

Cons: Limited functionality of mobile app: Some users have mentioned that FluentStream's mobile app is not as robust as some other options in the market, lacking features such as easy grouping of text, calls, and faxes. They also expressed a desire for the ability to send a fax through the app. Downtime and technical issues with certain features: Users have experienced occasional frustrations with FluentStream's whisper coach and trainer features, which require the caller to be on a current call. Additionally, there have been hiccups in the recording system, including poor quality or delays in availability. Another inconvenience reported is that hitting pause takes the user back to the beginning instead of resuming where they left off. Growing pains and development challenges: Some users mentioned experiencing growing pains due to FluentStream's rapid growth and development. However, they appreciate FluentStream's problem-solving approach when addressing these challenges. Note: Several users didn't report any dislikes and were satisfied with FluentStream overall.

Users who have had a positive experience with FluentStream recommend the following:

  1. Compare feature set, cost, and service: Users suggest comparing FluentStream's features, cost, and service with other providers as they believe FluentStream comes out on top. This recommendation highlights the importance of conducting thorough research before making a decision.

  2. Consider service level: Users advise not to solely focus on pricing when choosing a phone system provider but also consider the level of service provided by FluentStream. This recommendation emphasizes the significance of balancing cost with quality customer support.

  3. Utilize helpful customer support: Users find FluentStream's software easy to use and appreciate the assistance provided by their customer support team. This recommendation underscores the value of responsive and knowledgeable customer support in ensuring a smooth experience with the product.

In addition to these recommendations, users also encourage trying FluentStream, suggesting that their value is not too good to be true. They also recommend purchasing phones that are compatible with FluentStream for the best outcome and emphasize asking questions and learning as much as possible before migrating to FluentStream.

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(1-2 of 2)

Fluent Results with FluentCloud

Rating: 10 out of 10
Incentivized
November 05, 2018
JB
Janene Buck
Client Services Manager
West Coast Call Center (Marketing and Advertising, 11-50 employees)
Vetted Review
Verified User
FluentCloud
3 years of experience
View profile
Use Cases and Deployment Scope
FluentCloud is technically used by everyone that works here as it is the system that records all of our calls. The callers on the floor don't really use it for anything other than that. Myself and management use FluentCloud on a daily basis. For me I use it listen to the callers calls and provide feedback. Or when a client wants to know the basics of the conversation where we scheduled his/her appointment. As far as business problems it quite often proves to a client that we are not at fault. What I mean is say a client went to an appointment that we scheduled for him and he gets there and the prospect says "why are you here I didn't schedule an appointment" or "the person who called me pushed me into the appointment"....we can easily pull up the recording we saved and listen to it.
Pros
  • Allows us to record thousands of calls per day. As far as I know there is no cap, at least we haven't hit it yet.
  • I really like that I can pull reports/recordings several different ways. I can search by caller name/extension, or by phone number, or by date and time of the call, etc. Very easy to use dashboard.
  • I also like that we can set security options to where certain people might have more access than others. We have it set up so that the caller can only access and see his/her own calls, but the trainers can see themselves and their team, and then higher management has access to all calls in or out.
  • FluentCloud is super easy to use, absolutely does everything we need it to.
Cons
  • 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.
Likelihood to Recommend
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.
FluentCloud Feature Ratings
Cloud PBX (3)
100%
10.0
User templates
100%
10.0
Call reports
100%
10.0
Directory of employee names
100%
10.0
Call Management (5)
84%
8.4
Answering rules
60%
6.0
Call recording
100%
10.0
Call park
60%
6.0
Call screening
100%
10.0
Message alerts
100%
10.0
VoIP system collaboration (1)
70%
7.0
Audio conferencing
70%
7.0
Mobile apps
N/A
N/A
Return on Investment
  • I am not part of the finance department. But I would say that it has more than paid for itself.
Alternatives Considered
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.
Other Software Used

FluentCloud is robust, feature rich and cost effective.

Rating: 9 out of 10
Incentivized
October 17, 2018
MA
Melissa Almeida
IT Manager & Sales Executive
West Coast Call Center Inc (Marketing and Advertising, 11-50 employees)
Vetted Review
Verified User
FluentCloud
4 years of experience
View profile
Use Cases and Deployment Scope
Our whole organization uses FluentCloud VOIP service. We utilize their IVR and workgroups to route incoming calls. Their VM platform emails the voicemail directly to the user's inbox. As a call center FluentCloud provides us with all of our phone lines. We utilize both softphones and desktop VOIP phones and their system allows us to create new extensions through the cloud interface in seconds. We also rely on the recording feature to provide quality assurance. Agents can directly access their own recordings to fact check their notes for a call or get feedback to improve their performance.
Pros
  • 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.
Cons
  • The whisper coach and other trainer features are a bit frustrating as the caller has to be on a current call to connect and each monitoring session only lasts for the length of that one call. An improvement could be made to allow a trainer to continue piggybacking on the monitored extension, so they can listen to a trainee for as long as they choose.
  • The recording system has had some hiccups recently where the recording quality is so bad as to be unusable. They have fixed this issue a few times, hopefully it doesn't pop back up. Along the same lines we have had a few occurrences where recordings we not available to review until 4 or 5 hours after the cal.
Likelihood to Recommend
As we are an outbound call center, I can say it will work for that purpose; however, much of the offered reporting and dashboards are geared towards an inbound center. Therefore, if you require specific detailed reports they may not be able to accommodate. If you don't have high-speed upload as well as download connectivity this system will not be viable for use.
FluentCloud Feature Ratings
Cloud PBX (4)
75%
7.5
Hosted PBX
90%
9.0
Multi-level Interactive Voice Response (IVR)
90%
9.0
Call reports
50%
5.0
Directory of employee names
70%
7.0
Call Management (4)
80%
8.0
Answering rules
50%
5.0
Call recording
90%
9.0
Call park
80%
8.0
Message alerts
100%
10.0
VoIP system collaboration
N/A
N/A
Mobile apps (2)
50%
5.0
Mobile app for iOS
50%
5.0
Mobile app for Android
50%
5.0
Return on Investment
  • 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.
Alternatives Considered
Skype for Business was a cost effective solution as a smaller call center, but it was fraught with connectivity issues and no enterprise management to speak of at the time of our use... they did not offer IVR support, recording, reporting or any features above simple call connectivity. They have since changed their TOS to disallow call center use. Vonage aquired Vocalocity which is what we used prior to FluentCloud. Vocalocity was less feature rich than Fluentcloud but their one standout feature that they had which FluentCloud does not, is the auto notification beep when a call is being recorded.
Other Software Used
Users and Roles
31
  • Sales
  • Call Center Agent
  • IT
  • Supervision
  • Administration
  • HR
Support Headcount Required
1
General grasp of IVR design and functionality. Good analytic skills and basic I.T. troubleshooting experience. It is helpful if the person can also provide the needed prompt voice overs.
Business Processes Supported
  • Quality Assurance, downloads, saves and reviews each recording designated as producing a positive (lead, sale, etc.)
  • Handles all inbound and outbound calls for our call center.
  • IVR, VM & Call Queue functionality.
Innovative Uses
  • Tracking call productivity by creating custom reports that are automatically created and emailed to supervisors each day.
Future Planned Uses
  • SMS marketing and response via web interface.
Likelihood to Renew
10
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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