Great contact centre solution with lots of features
December 18, 2020

Great contact centre solution with lots of features

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

Overall Satisfaction with CloudTalk

We needed a phone solution for our Customer Support team to handle inbound and outbound calling with SMS capability and the ability to reach China with a Chinese virtual number. We have tried many different providers but CloudTalk was the only one that could fulfill all requirements for an affordable price.
  • Very easy to setup and configure. It took literally a few minutes to start making our first calls.
  • Integrates with many CRM systems. We've connected with Zendesk for calls and texts to generate tickets automatically.
  • Great selection of virtual numbers for international calls.
  • Great customer support team with quick replies.
  • Call quality is generally good, especially for the price.
  • We've noticed some minor delays during calls when making calls to China.
  • Unable to install the CloudTalk client from the Zendesk Marketplace.
  • Agents spend less time on each call due to automatic ticket creation.
  • We can use Chinese virtual number when calling Chinese customers.
  • Better customer experience overall due to smooth calling.
CloudTalk is much more configurable. It is very easy to send proactive SMS messages with CloudTalk whilst with Zendesk Talk this can only be done through a workaround. Zendesk does not provide Chinese virtual numbers either and outbound calls were not working to Chinese numbers from Zendesk. This was the main decision we selected CloudTalk over other operators.

Do you think CloudTalk delivers good value for the price?

Yes

Are you happy with CloudTalk's feature set?

Yes

Did CloudTalk live up to sales and marketing promises?

Yes

Did implementation of CloudTalk go as expected?

Yes

Would you buy CloudTalk again?

Yes

Easy to configure and very user friendly. It was quick to setup and it didn't require any specific technical knowledge. It has prebuilt integrations with most CRM tools, including Zendesk. Call quality is great, even to China where most competitors fail to provide a satisfying service. Their customer support team is very helpful as well. No major issues so far—the only thing I can mention is that I was unable to install the CloudTalk client from the Zendesk Marketplace, but their desktop and phone apps are working great.

CloudTalk Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
10
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
10
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
9
Customer surveys
Not Rated
Customer interaction analytics
Not Rated