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User review
of CloudTalk
Super Application for customer service needs
-
by Frederico Lopes
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Superb
7out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE amazing
5out of 5
CUSTOMER SUPPORT amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
The team is amiable, and they support with all our questions and features. They have the features we were looking for, such as missed call detection, IVR, and call distribution based on languages.
Fair pricing in comparison with similar competitors.
What aspects are problematic or could work better?
They have some bugs once in a while! I know that it is natural for companies with rapid growth.
What features/services would you like to see in future versions of this product?
It's hard to say: Perhaps conference call and video call! Probably they have it, but I am not using it yet! ))
What specific problems in your company were solved by this product?
Statistics, Missed calls, agent availability and performance, Tagging, and many more
Are you a current user of this product?
Yes
USER DETAILS
What is your role with this product?
- I implemented it
How long have you been using this product?
1-3 years
COMPANY DETAILS
What is your company size?
51-100 Employees
What is your industry?
Leisure, Travel & Tourism
USAGE & IMPLEMENTATION
How did your company implement this product?
on premise
How long did it take to set up this product?
more than 1 month
How many people in your company actively use this product?
all employees
What is the primary use of this product in your company?
mostly B2C
PRICING & COSTS
What was the cost of implementing this product?
There was no specific cost, as Cloudtalk team gave us some virtual credit for testing and implementing it. Even when the COVID started, they froze our account.
What is your total annual cost for using this product?
Currently, I can tell approximately 15 000.
How long is your contract with the vendor?
Unlimited
Did you get any discount for this product? How much?
Yes, we have received the discount for paying the full year in advance,
FEATURE DETAILS
Inbound and Outbound Call
Call Recording amazing
5
Call Control very good
4
Call Queues very good
4
Click-To-Call amazing
5
International Numbers very good
4
Call Disposition Codes and Notes amazing
5
Outbound Caller ID ok
3
Voicemail very good
4
Concurrent Calls very good
4
Personalized Greetings amazing
5
Agent to Agent Calls amazing
5
Advanced Routing
Automatic Call Distributor (ACD) amazing
5
Interactive Voice Response (IVR) System amazing
5
Skill-Based Routing very good
4
No-Answer Call Forwarding amazing
5
Business Tools and Integrations
Seamless Integrations amazing
5
Computer Telephony amazing
5
Enhanced Caller ID ok
3
Contact History amazing
5
Automated Workflows amazing
5
Monitoring
Call Monitoring amazing
5
Call Barging very good
4
Historical Reporting amazing
5
Agent Reporting amazing
5
Custom Reporting amazing
5
Utilities
Email Notifications very good
4
Desktop Notifications amazing
5
Local Caller ID ok
3
