CloudTalk is an online service that helps you create and provide software-as-a-service (SaaS) solutions to your customers. CloudTalk works with distributed teams, reducing the need for multiple costly onsite offices resulting in significant cost savings and increased efficiency when managing remote employees. It also offers data backup and recovery features, making it stand out from other similar services by providing comprehensive security from disaster recovery to business continuity planning. In addition, CloudTalk is a messaging app that allows you to use your phone number as your username. CloudTalk has been around for quite some time, and it’s important to know how the company stacks up against other apps in this category.
CloudTalk’s remote cloud-based phone solution is designed for contact centers, sales, and support centers that need a simplified call processing system that saves time and increases productivity. CloudTalk has a bevy of contact center-friendly features that make it a must-have. However, it’s worth looking into CloudTalk’s features further to determine whether it’s the finest cloud-based phone option for your company. We go through CloudTalk’s advantages and disadvantages, the details of its finest features, and how much you should expect to spend for access to its calling tools in the sections below.
Pros and Cons of CloudTalk
Pros
- Call queuing, and call recording are included.
- There is a smartphone app for users on the move.
- It’s possible to utilize it for conference calls.
- Call Routing using Intelligence is included.
- Allows you to get phone alerts on your desktop.
- Imports your contact history quickly and easily.
- Call, and process automation are included.
- Call statistics and sophisticated analytics are available.
- Is there call monitoring?
- Client dashboards that are updated in real-time
- Hubspot is well-integrated.
Cons
- Each additional phone number incurs a monthly fee.
- Only one free local number is included.
- Conference calls are not included in the starter package.
- Customer service isn’t always the finest.
Features of CloudTalk
Here’s a closer look at some of CloudTalk’s most impressive features.
Features of the Voice
Though CloudTalk has the usual voicemail, call queue, and call recording services, it also includes a few more sophisticated features that are useful. For example, you may send automatic text and SMS message reminders to your clients to make your call process go more smoothly. This may save a lot of time in the long run. CloudTalk doesn’t only provide you with customer-facing Features of the Voice. Your team can also easily engage in conference calls with its conference call scheduler. Do you have people calling your business after hours? CloudTalk lets you create personalized greetings and even music if you need to put customers on hold.
All of CloudTalk’s advanced Features of the Voice are great, though if you’re a smaller business, you might not need them. In that case, you’d be able to get away with going with a starter plan with more limited access to features. In the end, the more you spend, the more powerful features you get. So when considering each of CloudTalk’s calling plans, remember whether or not you need particular features.
Call Routing using Intelligence.
If you work at a call center, you know that one of the best ways to save time and send calls where they need to go is through Call Routing using Intelligence. With it, you can make sure each of your calls is routed to the right person once it meets a list of pre-set criteria you get to choose. Once you log onto your CloudTalk dashboard, you can easily do this with its Call Flow Designer tool. CloudTalk also equips you with an Interactive Voice Response, or IVR, menu to complement its Call Routing using Intelligence features. It helps guide each caller through different call routes according to what they need.
Not only that, but you can automate your call flow to assign calls to the best agents based on their skill set. It’s simple to see how this might be useful if you’re dealing with a diverse group of people who all have different talents and shortcomings. For example, local customers may be hesitant to answer foreign numbers when making outbound calls. You may use CloudTalk to change your caller ID to a local number. CloudTalk also allows you to choose a favorite agent for certain calls from specific customers. CloudTalk’s call forwarding tool may route the call to another mobile or landline number if that agent is unavailable. Keep in mind that some of CloudTalk’s more sophisticated capabilities are only available with higher-tiered services. You won’t be able to do things like creating customized greetings, caller-based routing, or automatic call redirection if you choose the basic subscription.
Tools for Making Effective Outbound Calls
Call centers and corporations handle inbound and outbound calls. CloudTalk has provided tools that make contact more convenient when it comes to outgoing calls. Call tagging, automatic callbacks, and call notes are examples of these. Your staff may take notes on each client they speak with using call notes. They’re then kept for future use in the system. Do you need to know what kind of calls you’re getting? Call tagging allows your staff to classify each call as it comes in. CloudTalk’s predictive dialer may be used by your staff as they make and finish conversations. When a team member is ready to take the next call, it automatically calls the next call-in line. Whether you manage a contact center or work in sales, tools like these are meant to help your staff remain productive.
Tools for Dialers
The power dialer tool is one of CloudTalk’s most potent time-saving capabilities, particularly for contact centers and sales teams. For the day, your contact center workers may have a lot of numbers to dial. They may not always make outbound calls at a sustainable pace, whether due to exhaustion, trying to multitask, or just being distracted. The power dialer might be useful in this situation. It improves caller efficiency by automatically calling the next number on the list, eliminating the latency when doing everything manually.
Once you have a few contacts with the power dialer, you can quickly develop caller campaigns. These campaigns let you specify a list of numbers that the power dialer should call after you hang up. You may also provide each campaign with its own calling script so that your contact center operators know precisely what to say to each number they dial.
Not only that, but you can also use CloudTalk’s dashboard to construct bespoke surveys and allocate them to certain campaigns. Your call agents’ dashboard displays the number of calls made, the number of sales closed (if any), their conversion rate, and the number of contacts remaining to call as they progress through the power dialer. Your team members may quickly export whatever information they’ve saved, including call recordings and questionnaire replies, after they’ve finished. When it comes to keeping call centers organized and effective, these technologies are absolute must-haves to assure productivity, keep customers pleased, and keep operations running smoothly.
Call Tracking and Statistics
One of the best ways to track how your team performs and handles calls is through Call Tracking and Statistics. Thankfully, CloudTalk doesn’t fall short in this area. CouldTalk gives you call statistics and saved statistics on specific team members. In addition, agent reporting allows you to rate team members based on their performance to assess how well they are doing.
However, you don’t have to wait for the information you may acquire from team members and incoming callers. You can stay on top of the condition of your operations at all times, thanks to CloudTalk’s real-time dashboard. The Emotion Analytics capability is a more recent addition to CloudTalk’s suite of capabilities. It allows your contact center agents to assess how callers felt once the call was completed. Were they happy with the results? Satisfied? Neutral? Or perhaps really dissatisfied?
After each call, your team members may make all of these decisions with a single click. Although each agent’s assessment of how the call went is subjective, the tool may still be valuable in providing information about how to conduct calls, what scripts to utilize, and which team members to allocate to particular duties.
Integration of Workflows
You’re probably interacting with a few pieces of software as part of your day-to-day operations. For example, if you’re incorporating a calling solution into your workflow, you’ll want to make sure it works as smoothly as possible. CloudTalk interfaces easily with popular software like Hubspot, Pipedrive, Salesforce, and Zendesk, which you may already be using. CloudTalk also interfaces with any of your ecommerce, help desk, or CRM systems, allowing you to see and manage data from one location.
Connecting CloudTalk with the rest of your IT stack means you won’t have to deal with a jumble of contacts or client data. Instead, your client interaction history is preserved in one place, along with any notes, conversations, or orders.
Pricing and Package Options for CloudTalk
CloudTalk allows you to test out any plan for 14 days without committing to anything. However, I strongly advise you to take advantage of CloudTalk’s free trial first, particularly if you’re serious about utilizing it. It’s one of the most effective methods to see whether CloudTalk matches your needs and fits into your workflow. Here’s a short rundown of the company’s various call plans:
- Starter – $20 per month per user
- Essential – $25 per month for each user
- Expert – $40 per month per user
- Contact them for a one-of-a-kind deal.
CloudTalk’s most basic plan, at $20 per user per month, gives you access to the bare essentials. However, for $20 per user, you’ll only be able to store call recordings for one month, you won’t be able to set personalized greetings for after-hours calls, and you won’t have access to automated customer text messaging. Your Call Routing using Intelligence and productivity features are also pretty limited.
It isn’t until you get to the Essential $25 per user per month tool that you start to access more advanced features for Call Routing using Intelligence, productivity, and greater integration capabilities.
Reputation of CloudTalk
While CloudTalk isn’t as well-known as some of its rivals, people are enthusiastic about its capabilities. They like how simple the onboarding process is and how user-friendly the phone system is once it’s up and running. However, since the most basic plan has minimal support features and the self-setup method may occasionally leave you with troubleshooting challenges, consumers may have difficulty utilizing it. Plus, for all of CloudTalk’s excellent features, it doesn’t exactly shine in the customer care department. Keep this in mind when you make your final selection on which cloud-based phone system to choose. If CloudTalk isn’t exactly right for you or doesn’t offer the precise calling capabilities you’re looking for, I’ve included a few options after this tutorial that you may want to look into.
Conclusion
Overall, CloudTalk is a cloud-based phone system worth investigating if you’re looking for a cost-effective alternative. Though it has its own advantages and disadvantages, once customers are onboarded on a suitable plan, it provides a wealth of essential business calling functions. However, if you’re still undecided about which service to choose or want to explore other possibilities, here are a few more recommendations to consider:
RingCentral is perhaps the market leader in phone solutions, while Nextiva isn’t behind. RingCentral provides the tools to put it up, whether you’re searching for messaging, video, phone, or contact center solutions. For service providers and small enterprises, it’s ideal. And it even goes so far as to provide developers the tools they need to construct their own integrations. Prices as low as $19.99 a month per user are possible. Phone forwarding, VoIP and WiFi calling, personalized greetings, call transfers, and simultaneous call handling are all available with Grasshopper, ideal for small enterprises. Prices begin at $26 per month when paid yearly.
Nextiva provides a variety of cloud-based phone calling options at reasonable prices. It combines your phone systems, artificial intelligence, and automation to help you operate your company successfully without lost calls or difficult customer service. U.S. News ranked it the best business phone system for the second year in a row. Plans start at $18.95 per month per user. In addition, CloudTalk is a cloud-based communications platform that allows users to create their own chatrooms and groups. This review will discuss the features, pricing, and whether or not CloudTalk is worth it.
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