Ok job but could do a lot better
June 16, 2021

Ok job but could do a lot better

Samantha Semuhin | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with CloudTalk

Our Support and Sales team has been using CloudTalk for a little less than a year. Our sales representatives each have their dedicated number which is great for providing accurate data. As we've moved away from Zendesk to intercom recently, we needed another VoIP system and CloudTalk was responding to our needs.
  • Fast response time from their Support Team.
  • Dashboard is easy to use.
  • Desktop and mobile apps available.
  • Integration with intercom.
  • 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.
  • Positive: Integrations with Pipedrive and Intercom which allowed to see.
  • Negative: Lack of features to create better dashboards and save time.
  • Positive: Dedicated number for each SDR.
  • Negative: A lot of back and forth with their technical team to implement the right number for our Korean market.
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.

Do you think CloudTalk delivers good value for the price?

Not sure

Are you happy with CloudTalk's feature set?

No

Did CloudTalk live up to sales and marketing promises?

No

Did implementation of CloudTalk go as expected?

No

Would you buy CloudTalk again?

No

If the phone is your least popular contact channel or you only need it for outbound, then CloudTalk will be a good fit for you. It is easy to use and has a friendly interface but needs some features to bring a good amount of features to catch up on other VoIP systems like Avoxi or Aircall.

For example:
  • Have the option to select multiple filters.
  • Detect spam numbers automatically and block them.

CloudTalk Feature Ratings

Agent dashboard
9
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
8
Interactive voice response
1
REST APIs
8
Call tracking
7
Multichannel integration
6
CRM software integration
8
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
8
Historical reporting
8
Live reporting
10
Customer surveys
2
Customer interaction analytics
2