Easy to use call center service
August 20, 2019

Easy to use call center service

Andrej Saxon | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with CloudTalk

We are working with the ticketing and chatting system from LiveAgent. We were looking to optimize our communication processes with customers over the phone and we picked CloudTalk as the best available solution. It works well for us and the integration with LiveAgent was easy. We are receiving calls from our customers regarding pre-sale or technical questions about the software we sell and support. I can see all the necessary details about the calls and available agents in one place, including reports, SLAs and other metrics I need to work with.
  • Extremely helpful support team.
  • Easy to use interface.
  • Detailed reports.
  • Smooth integration.
  • I would appreciate deeper integration with LiveAgent.
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.
It is simply amazing. If I have a question, I just call the support team. They are extremely knowledgeable and helpful. If you're not sure how does something work, they will make sure you understand. I could ask anything and always get an answer. I am very impressed by the offered services.
CloudTalk offers a more attractive design and different features and functions which are easy to use.
With CloudTalk, you are able to answer and transfer calls easily. The IVR is a very flexible tool which can be used for all of our scenarios. I can set up a different IVR structure for every number which we have connected in LiveAgent via CloudTalk. It is very useful when we are working with multiple numbers for multiple languages and two products.

CloudTalk Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10