User Reviews Overview
About CloudTalk
CloudTalk is a contact center management solution that enables businesses to streamline communications with teams and customers using virtual call systems. It allows executives to manage inbound/outbound calls, extract interaction...
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- Industry: Information Technology & Services
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Great tool with lots of features
We needed a tool that is capable to handle both inbound and outbound calls and SMS messaging including traffic to China from a Chinese virtual number. We have tried several solutions but CloudTalk was the only one that fulfils all our requirements for a very affordable price. It is one of the best and easiest tools I've ever used.
Pros
This tool has a lot of features and it is very easy to use without having to have any specific knowledge. The setup was relatively quick and very user friendly. Call quality is great, we have tested with international calls to several countries including China, where most providers usually fail to provide a good service. CloudTalk has prebuilt integrations with most CRM systems including Zendesk and the price is very affordable compering to some other competitors.
Cons
So far it's bee working great. The only negative I can mention is that we have been unable to install the CloudTalk client app from the Zendesk Marketplace. However, their phone and desktop clients are working great.
- Industry: Leisure, Travel & Tourism
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Great product and fantastic support!
I can say 10/10.
They have all that we need, and, in addition, they offered me great opportunities. a recent one was an article in their customer experience section.
Pros
The integration process was enjoyable, as we had a dedicated Sales manager taking care of our implementation. As we are already integrated, my favorite features are the interactive voice replies, missed calls, and the statistics we can use to improve our decisions.
Cons
The cloudtalk team is improving along the way. We have experienced some temporary bugs.
Alternatives Considered
TwilioReasons for Choosing CloudTalk
The hardness to communicate with Twillio and to obtain support for our desirable functions.Switched From
TwilioReasons for Switching to CloudTalk
Cloudtalk team was more responsive and quickly introduced us to all the features we were looking for.- Industry: Entertainment
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Looks good from a distance, but they're a mess internally
Pros
The idea of the software being able to tie remote-access cell phones together is wonderful, but not fully fleshed out. Their IVR interface seems great on the webpage, but it often glitches, and calls just get dumped to a voicemail void with no message.
Cons
CloudTalk is a young system that promises more than it can deliver. They offer apps for all sorts of connection points, and integrated systems for automation... but once you get signed up, you learn that most of it is beta software and it's SUPER glitchy. The marketing team is propping up a half-built software system.
The iPhone and Desktop apps do not work reliably (if-at-all). The Phone app cannot transfer calls or take SMS messages properly. It often just quits in the background on your phone so you don't even know that your phone cannot receive calls. The system also drops entire call processes and never lets you know that someone tried to call. I've tried calling our own office phone and not been able to get through to my own desk through cloudtalk.
Their support chat service says "average response time is 5 minutes" but it usually is 2-4 hours, or a couple days. No explanation why. They REFUSE to get on the phone to solve issues unless you pay 2x as much for an Expert account, which is just a sign that they do not care about anyone but their premium customers. They will NOT go out of their way to help you.
I had a lot of faith in this company when we first saw a demo of CloudTalk, and thought that it would be perfect for us, but they just put too many roadblocks in the way for us to continue using their service. I don't feel like a valued customer, and I don't see any improvement in a year.
Top CloudTalk Alternatives
- Industry: Insurance
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Cloudtalk is the many tools in one
It's a really great app especially because you can do more things than just call a contact. Top point the dashboard they provide is perfect and it gives you the control you need in order to analyze better your calls and get better results.
Pros
The features me and my team like the most are the possibility to send SMS and get replies, from your contacts, the possibility to use tags in order to categorize your calls, and leave notes at any time even when the call is over or maybe you have forgotten to write something and you can go back to the call history. I like it because it gives you the idea of a real phone so you can do more things with one app. Plus, the statistics dashboard is excellent.
Cons
The thing I liked the least at the beginning was some technical problems we faced with the integration with our CRM.
Reasons for Choosing CloudTalk
Because we had limited feautres with the old program and we didn't have the maximum control of the inbound or outbound calls.Reasons for Switching to CloudTalk
Because the moment I talked with the sales manager I understood immediately that they are flexible on adapting to the needs of the customer, present everything they can provide and helo with whatever the customer needs and that is something great because there are tools (similar and not) that you need a lot of time before you have an answer from the support team.- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Easy to use call center software
Great experience overall, especially in COVID times Cloudtalk has helped us to stay efficient and organized.
Pros
Great call quality both sound and video, great support. Perfect integration with HubSpot so we are able to keep track of all the calls and engagement.
Cons
We are happy with CloudTalk's call center software how it is, but they keep on improving and adding new features so I am sure it will get even better over time.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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Review Source
Light weight telephony with easy integration
Easy to start off and get it to the team. Easy for users to understand and use it. Overall my team was able to outbound and inbound calls on their programs.
Pros
Quick to start. You have a telephony system set up in less than an hour. Add new users on the fly.
Cons
Integrations with home grown CRM's can get better.
Alternatives Considered
TwilioSwitched From
TwilioReasons for Switching to CloudTalk
Free trial, ease of integration with softwares- Industry: Hospital & Health Care
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Great Product, Better Customer Service
Great so far. Minor hiccups, but the team has been great about addressing them honsetly.
Pros
The customer support team. They are extremely responsive and very friendly.
Cons
No ability to put the extension in before making the call, it is also not possible for a supervisor to listen live without the user knowing.
- Industry: Logistics & Supply Chain
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Simple cloud phone system with a reasonable pricing
Using CloudTalk as a could-based phone system for our sales and customer support.
Pros
1. Providing local phone numbers in our country (not many competitors do that) for a reasonable initial payment and monthly fee.
2. Overall reasonable pricing.
3. All features we require were available in the basic plan.
Cons
1. Mobile app functionality is a bit outdated
2. Interface could be more intuitive
3. Outbound calls are expensive in our region (though this is typical for all products on the market)
Reasons for Switching to CloudTalk
Availability of local numbers + competitive pricing.- Industry: Education Management
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
Great software
Good experience, easy to use and setup.
Pros
Pretty cheap, easy setup and a good free tier. The other products are really lacking that.
Cons
They need an app for phone too that is good.
Reasons for Switching to CloudTalk
They were more expensive and harder to set up and especially freshcaller were so annoying in their onboarding and lied a lot.
- Industry: Cosmetics
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Huge call lag causing customer to ring multiple times just to speak with support
Poor. We signed up for a monthly plan only to see that we had been billed for a full 12 months.
Pros
Its would be cost-effective it it worked properly
Cons
Call connection lag time was unacceptable. Dropped calls created an extra administrative burden for us to call back for our customers to try and call us back.
We spent more time playing phone tag and asking "why cant we hear the caller" than we did resolving the customer call.
Not good enough.
We signed up for a monthly plan only to find on our first bill we had paid for both call credits of $30 USD and 12 months of plan costs. Not what we were expecting given we had signed up for a monthly plan.
When we reached out to customer support we were quickly referred to the TOS and told "no refunds for unused terms".
This is ridiculous in today's day and age.
Technology companies are using their reach into a worldwide customer base to enable their growth then applying less than stellar customer support.
Go to a shop (in person) and hand them some money for a good or service.
If they don't deliver what you have paid for then proceed to tell you "bad luck, you handed your money over" and "no refunds" you would punch that person in the face and never use them again. Or you would take punitive remedial action against them.
If you don't treat people the same as you would in person then you should not be in business.
I don't care who you are or what you think you are, treat people like people (and how you expect to be treated yourself) and you will be respected. Treat people like idiots, numbers, and hide behind bullshit then expect the mirror to shine back on you.
- Industry: Real Estate
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
App is Good But Still Needs Improvement
Benefits:
-I can go anywhere with the handy mobile app on my iphone and still take business calls while mobile
-I can listen to the recordings anytime and go back to them when necessary
-I can easily connect with guests and colleagues and this drives more value into the business.
Pros
Upsides of Using CloudTalk:
-It has International calling capability
-It has a mobile app available for iPhone users
-It identifies who's logged in or not for internal users
-There is Caller ID
-I like the fact that most calls are recorded automatically is readily available for listening
-Easy to use; straightforward interface, userfriendly
-Dashboard is very useful and has all the information I need
Cons
Least Helpful / Dislikes
-The status showing if people are online/offline is not always accurate
-The application malfunctions regularly (maybe bugs)
-Calls are not being routed correctly sometimes
-Callers wait for a long time waiting when they are transferred
-Caller ID names not accurate
-No mobile phone app available for Android users - please create soon!!!
- Industry: Internet
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Easily setup phone system + integrations with CRMs
I love how simple it is to use and how quickly it is to learn!
Pros
The setup was quick and easy. Basically in just few minutes, you have a reliable and professional customer support. We love how neatly the integrations with CRMs are implemented in terms of setup and the real value you get. You can also setup various custom workflows in every integration which helps a lot in terms of how is every business different. Love their customers support as well.
Cons
I would like to pick my phone number which I like, this is unfortunately not possible. CloudTalk assigned to me a random number from country I requested. But they told me this is industry specific problem and very few providers offer this option.
Response from CloudTalk
Dear Peter,
Thank you very much for taking the time to share with us your though about CloudTalk!
We are really happy that you managed to setup our software very quickly and you liked our customer support team.
We are really sorry, that we could give you number you requested, but as we already explain you it is an industry issue.
Have a nice day!
Kris from CloudTalk
- Industry: Hospitality
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Very easy to use.
In easy terms is good and better if you use a monthly fee.
Pros
We have an integration with HubSpot and I can call straight from our CRM. It's very convenient because I can call from CRM, in my computer MacBook Air and with my Samsung Note 9, so is compatible with almost any ecosystem . Any call is tracked and recorded, so we have almost all the information updated in the meantime you talk with the customer.
I Highly recommend it.
Cons
We have the version of payment by recharge and not by plan, so I think that the plan or monthly fee must be much better in terms of how the minutes of calls are consumed.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Efficient software worth of money
I highly recommend CloudTalk. They offer efficient service worth of money. Currently using basic features as well as advanced call routing such as personalized greetings , automated call redirection, blacklist of blocked phone number, real-time analytics. It is user-friendly software and you have possibility to customize it on your own. If the help is needed they are happy to assist you.
Pros
It reduced administration and infrastructure costs by eliminating the need to use multiple third-party communication services.
It helped to improve communication capabilities in and out of the company, and provided access to effective channels for all devices and locations.
Cons
We have not noticed yet in our company.
- Industry: Real Estate
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Junk!!!! Better off sticking with Google voice
The worst experience ever. First of the app for phone doesn't do sms and the desktop version is horrible It takes over 48 hours or more to get a response from anyone. They force you to pay for membership to get sms feature and it doesn't even work properly. .. they won't refund you if you ask. Stay away from this company. For a communication company they need to improve drastically.
Pros
the UX was clean and looked promising. On the website it states they do sms messaging but they force you to pay before using it.
Cons
No group texting. The app had lots of bugs that no one could solve. The communication WAS the worst I have even experience. You might not hear from them for 2 or 3 days and I know that they read my emails because of tracking.
Response from CloudTalk
Hi Aaron,
Thank you for taking the time to share your feedback. I looked into the conversation you had with our team and indeed, there is room for improvement.
I also checked our records for your refund request and we have fully refunded your payment in March, when you requested the refund (we've also sent you a refund confirmation which you acknowledged). Please contact us again if you have further questions.
David @CloudTalk
- Industry: Design
- Company size: Self Employed
- Used Daily for 1-5 months
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Review Source
OVERPRICED, misleading pricing, harassment and bad customer service
Misleading price guides, everything is US dollars but they don't clearly state that. Even top up credit is in US dollars. I thought I was topping up with $20 AUD, when I checked my account and converted the money manually I realised I was paying closer to $30 each time I topped up. The trial credit lasted longer than any of my top ups. There's no clear itemised call charge list, when I asked for one they never got back to me. I've tried repeatedly to get this information but to no avail. They also harass for business information and personal photo identification to prove business legitimacy. Despite providing several forms of business identification, they have emailed me multiple times a day for more.
Pros
the demo, after that everything was overcharged, fees were misleading and harassment for more identification got out of control
Cons
no itemized call list to show charges per call. Credit runs out much more quickly when you pay for a plan that it does in the trial version. It would almost be cheaper to use a landline or good mobile phone call plan
- Industry: Electrical/Electronic Manufacturing
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Excellent tool, convenient features
Pros
CloudTalk is easy to use inbound call center tool with many great features.
Cons
I never had an issue, it is worth the money.
Response from CloudTalk
Dear Jan,
we are really happy to see your positive review. It is an amazing feeling when someone uses your software for more than 2 years and he/she is really satisfied with the tool.
We really hope that you will stay with us at least 5 more years :)
Kris from CloudTalk
- Industry: Automotive
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Great app
Pros
Great to getter information and statistics regarding calls
Cons
Support team needs to improve the speed they deal with requests
- Industry: Retail
- Company size: 2–10 Employees
- Used Daily for 1-5 months
-
Review Source
Just OK
Pros
It integrates with HelpScout, is relatively affordable, and meets most of what we need.
Cons
Purchasing and onboarding are the worst.
Once we purchased a plan, there was no way to upgrade without contacting support! Let me repeat that...we couldn't give them more money without contacting them - no easy "upgrade" button that is so common with all other subscription-based business models I've ever dealt with.
Also, due to the company's location and business hours, those in the US will need to wait till morning hours to contact support.
There are other things I'd love to change about it. There is a loud BEEP they insert at the end of the custom greeting that we cannot remove. It's jarring. Also, odd things happen like we uploaded all new sound files and they didn't "take". Turns out they had a database issue, so we had to reupload them. It took 24 hours to resolve this due to the time difference. There's more, but I'll stop there.
- Industry: Capital Markets
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Highly Effective Low Cost Softphone for International Calls
I have been using Cloudtalk for a good quarter now and I am pleased with the service. The call rates are extremely competitive and I like the simplicity of the tool. It basically provides a simple softpad phone to make lots of quick-fire calls and I like the fact that they are recorded and logged - Perfect if you want to forward a copy of the call to a colleague or simply listen for your own benefit to extract some details - I like the fact there is a phone app too - useful if you are getting call backs if you are out of the office or away from the desk top app. Finally if you are patiant, then it integrates nicely with PipeDrive and provides lots of useful metric for senior management - a good all round tool
Pros
- Easy to use
- Easy to integrate with your CRM system
- Very cost efficient
- Simple but effective dashboard with just want you need and not overkill of features that most people wouldnt need
Cons
Sometimes you have to be patiant for the softphone to appear before you can dial out from your CRM system but it's nothing you cant live with.
- Industry: Information Technology & Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
CloudTalk features are amazing!
We're very satisfied with using CloudTalk. I would definitely recommend.
Pros
CloudTalk is a great tool to take your phone support to the next level. Our team is using CloudTalk integration with Salesforce Service Cloud and it's a time saver.
Cons
It's not available for all countries, but I would say it's the same as other solutions.
Response from CloudTalk
Dear customer,
thank you for choosing CloudTalk :) We are really glad that our solution helped your business. We believe that the integration with the right tools can be really time-saving option.
Thanks for sharing your opinion with the community.
Have a great day!
Kristy from CloudTalk.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 1-5 months
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Review Source
Overall Good Experience and Good Product
Overall it was a good experience. Initially we were told that few features will be available in our purchased plan. Although we paid for them they were not enabled. When we raised the issue to the sales person they fixed it.
Pros
Easy to plug in Hubsport. Decent support time frame
Cons
When a user locks his PC system does not show him as unavailable. He needs to log out from Cloud Talk first and then lock his PC
Alternatives Considered
Vonage Business CommunicationsReasons for Switching to CloudTalk
Easy to implement, support- Industry: Accounting
- Company size: 1,001–5,000 Employees
- Used Weekly for 1-5 months
-
Review Source
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 1-5 months
-
Review Source
Great price-performance ratio, lots of useful features to simplify work
It saves time and makes some processes smoother and more transparent. And that's what we needed.
Pros
Hubspot integration, multi-platform integration, support, easy setup, detailed analytics.
Cons
None, everything works just fine and we didn't have to solve any bigger problems
Reasons for Switching to CloudTalk
Recommendations and previous experiences.- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Good Software to use
Pros
one pro that I like is that I can contact one of my employees by using cloud talk before transferring a call to them.
Cons
the only downside right now is that i still have one number that hasnt transferred over from the other system so i am having to use two platforms. Other that that cloudtalk is great.