What is CloudTalk?
CloutTalk, based in New York, is a virtual phone system that you can set up for your call center operations. It comes in three applications: desktop, mobile and web browser. It allows you to operate an internal contact center at a minimal cost compared to outsourcing or traditional PBX-based infrastructure. By leveraging cloud hosting on a SaaS model, CloudTalk allows you to operate anywhere in the world while bringing the cost down to a manageable monthly subscription. Pricing starts at $10 per user/month.
The basic plan gives you the standard tools of a small business call center: unlimited incoming and internal calls, “click-to-call” function, and automatic call distribution. You also have an unlimited number for over seventy countries and a mobile app to access the system on the go. It is clear that it meets the requirements of a small business VoIP phone system. But won't its features be enough for you?
The good news is that the solution adapts to the characteristics of businesses. It is beneficial during seasonal increases in sales, for example during holidays, Black Fridays, and Amazon Prime Days. You can benefit from sophisticated tools like speech-to-text conversion, integration with Salesforce and other systems, unlimited simultaneous calls, unlimited outgoing calls, smart queuing, and custom reports. All of this on a monthly basis, which means you can go back to the basic plan after Christmas sales.
With access to local numbers around the world, you can set up your own offshore hotline. CloudTalk allows you to route international numbers anywhere in the country. This means that you can assign the right agent based not only on skills, but also on the region.
Toll-free numbers, on the other hand, make it easy for customers to call you. This opens up sales opportunities and increases customer satisfaction.
The provider offers support based in the United States and will help you resolve installation issues or other technical issues that you have questions about.
Who is CloudTalk for?
- Businesses that need international phone numbers: CloudTalk is a call center phone system first-rate for companies with an international presence. It provides virtual phone numbers in over 140 countries.
- Nonprofit organizations: Eligible organizations can benefit from discounted VoIP services from CloudTalk. Complete an online application form to see if this offer applies to your non-profit organization.
- Sales teams: CloudTalk makes it onto our list of the best auto-dialing apps because it provides powerful, predictive dialers that use artificial intelligence (AI) to create contact lists and make outgoing sales calls efficiently.
- Businesses looking for CRM integrations: CloudTalk connects to a variety of CRMs, including Salesforce, Pipedrive, HubSpot, and Zoho CRM. Les CRM integrations can automatically record calls and allow your team to receive or make calls directly from within the CRM software, or allow your team to access and update contact records while working in CloudTalk.
- Remote inbound call centers: CloudTalk subscriptions include unlimited incoming calls and free agent-to-agent calls, making it a good fit for businesses with distributed call center teams.
- E-commerce businesses running promotional campaigns: Create an announcement on your IVR about your latest promotion, and route campaign-related calls to specific positions or departments or forward them to remote team members.
- Startups that want business phone numbers: CloudTalk is an inexpensive solution for startups that need to set up a phone system quickly. It requires only minimal training to use and provides a professional phone number.
- Organizations that want to use call recordings for training purposes: Unlike competitors who enclose call recording in the higher plans, CloudTalk includes call recording and storage in all subscriptions. You can review calls and review them with your agents if needed.
Features
CloudTalk reviews are rave about the ease of use of the phone system and features, such as the phone tree builder. Services also include over 50 communication, call center, and VoIP business telephony. Use the following features to improve your operations by optimizing call routing and increasing productivity.
1. General characteristics
All CloudTalk plans include a local or toll-free business phone number, unlimited incoming calls, and free intra-company calls. Your team connects through mobile and desktop applications using Android, iOS, Windows, Mac, and Linux devices. Additionally, all plans offer call handling features, voicemail, and an administrative dashboard.
CloudTalk provides these features with all plans:
- Caller details on the screen
- Automatic call recording
- Call queuing
- Virtual fax
- Automatic call distribution (ACD)
- Ring groups
- Voice box to voice box
- Click to call
- Imported and shared contact lists
- Call logs
2. Call routing
While all plans include ACD, you can upgrade to an Essential subscription or higher for advanced call routing features and a multi-tier IVR menu. The user-friendly call flow designer helps you configure settings based on your schedule or caller location. Additionally, you can set up call forwarding when your agents are busy.
Intelligent call routing features include:
- Personalized greetings in the IVR menu
- Music on hold
- Delivery of business hours
- Competency-based routing
- Routing based on the caller's phone number
- A VIP queue for priority callers
- Preferred agent routing to send callers to the same employee each time
- Routing based on the call number of your customers
4. Call center tools
CloudTalk's call center software supports distributed teams. All subscriptions include call recording for training purposes and higher plans come with advanced call routing and queue management tools.
For example, agents may raise their hands to ask for help during a call. When they do, the CloudTalk software adds an orange icon and places the line at the top of the queue so that supervisors can quickly deal with the issue.
Improve caller and agent experiences by:
- Creation of custom call scripts and questionnaires to be displayed on agent screens
- Display buttons to record call results, such as “do not call back,” “sold,” or “interested.”
- Allow agents to transfer a call after providing details using the hot transfer feature.
- Marking internal phone numbers so that agents can adapt their approach based on the number being called.
- Allow supervisors to participate in a call through the three-way conference option.
- use the call notes tool to add comments during or after a conversation
- Add custom fields to your contact information to improve personalization
- View user presence data so your team can know who is available to help or take a call.
- Transforming call recordings into searchable messages for training purposes
- Encourage supervisors and agents to write down calls using emojis (emotion analysis)
Enhance campaigns with custom call scripts
5. Productivity
CloudTalk's call center software includes numerous inbound and outbound call features to improve your team's workflows. You can create more efficient processes and increase productivity by automating reminders and categorizing calls.
Productivity features include:
- Post-call work (ACW) option with predefined time limits.
- A predictive dialer to automatically dial numbers when an agent is free.
- Block list to avoid unwanted calls or spam
- A smart dialer to scan websites and built-in tools for phone numbers.
- Voice mail drops to leave pre-recorded messages
- An automatic dialer to call the contacts of a specific campaign.
- Click-to-call functionality
Click once to call everyone on your campaign contact list using CloudTalk's automatic dialer.
6. Integrations
CloudTalk integrates with thousands of e-commerce tools, support services, and CRMs. Built-in integrations allow for two-way sync, and Zapier connections help businesses automate processes.
Once your software is connected, you can create support tickets, assign tasks, and change orders without leaving your CloudTalk application. Additionally, you can use open APIs to ensure that caller data and call center functions are available in your third-party software.
CloudTalk integrations include:
- Salesforce
- Zoho CRM
- Pipedrive
- Microsoft Dynamics CRM
- Slack
- Copper
- Zendesk
- Intercom
- Kustomer
- HelpScout
- Freshdesk
- BigCommerce
- HubSpot
- Shopify
7. Analytics
CloudTalk offers multiple forms of call center analytics, including key performance indicators (KPIs), campaign and call queue statistics, and real-time dashboards. Find out the average length of your calls or the total number of unanswered calls using time-based or agent-specific reports. The real-time dashboard shows the number of active calls, the average wait time, and the average rate of abandoned calls.
Learn how the mood of your callers varies by month, week, or agent using emotional analytics and reports. Additionally, you can motivate your teams through gamification and keep an eye on call center operations using CloudTalk's Wallboard. It allows you to customize the parameters, the period, or the agents to be highlighted and displays the information on liquid crystal displays (LCD).
CloudTalk also has a beta version of a structured query language (SQL) exporter. Since it is still in the testing phase, you should contact CloudTalk to become a beta tester and try it out. The SQL exporter allows you to develop custom dashboards or statistics and integrate business intelligence (BI) tools, such as Tableau, Microsoft Power BI, and Google Data Studio. It gives you access to more statistics than using the CloudTalk dashboard.
Pricing
The rates are quite decent with the option to choose between monthly and annual billing.
The Starter plan, which is priced at $30/month, gives you standard features like call tracking, tracking, and recording.
The Essential plan at $40/month per user allows you to use most of the platform's features. You'll have access to the full API as well as custom automation features.
Last but not least, is the $60/month Expert plan that gives you all the features of the platform. A customized plan is also offered for businesses that need more support and security. Detailed information on the plans is available here:
How is Cloudtalk positioned?
Cloudtalk is one of many other call center software that offers great customer support and similar features. RingCentral is another popular platform chosen by businesses for its user-friendly support and ease of use. It's priced slightly higher than Cloudtalk and RingCentral also supports video calling.
Having a platform that allows for both calls and video is a good thing on paper, but as a call center software, its main disadvantage is the lack of unlimited calls in the basic offering.
Arguably, Cloudtalk has a competitive edge thanks to the features it offers at only $25 per month, which is cheaper than what most platforms offer.
FAQs
What is Cloudtalk?
CloudTalk is a user-friendly, cloud-based phone software for sales and support teams.
Is Cloudtalk replacing desk phones or mobile phones?
Yes, you can remove your desk phones and associated hardware and move to a more flexible way of operating your business phone system. All you need to do is add your users and phone numbers and use the apps to make and receive your calls.
With CloudTalk there is no longer a need for additional contracts with other providers. You can combine all of your phone numbers into one system (or choose new ones) and your team can simply use CloudTalk on their own devices.
Does Cloudtalk support SMS?
Yes. If you add mobile numbers to your system, you can send and receive SMS messages.
Final Verdict
Handling phone calls is a process that allows you to gain new customers. Telemarketing is still relevant because human behavior most often remains the same according to studies.
Cloudtalk is an affordable and easy way to track calls and can help businesses, by keeping an eye on customers as part of their CRM.
