CloudTalk Call Center Software Review For 2025
CloudTalk is a cloud-based VoIP call center software that helps businesses manage inbound and outbound communications through voice, IVR, call routing, analytics, and CRM integrations. Built for small to mid-sized businesses, CloudTalk offers an intuitive interface, fast onboarding, and robust support—making it an ideal fit for teams in retail, e-commerce, healthcare, and remote customer service.
In this CloudTalk review, I’ll cover everything you need to know: from core features and ideal use cases to drawbacks and company history. If you’re a Chief Customer Officer or call center leader seeking an affordable, scalable, and easy-to-use contact center solution, this article will help you determine if CloudTalk fits your strategy.
CloudTalk Evaluation Summary
- From $19/user/month (billed annually)
- 14-day free trial
Why Trust Our Software Reviews
CloudTalk Overview
pros
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Reliable Support: CloudTalk offers helpful customer support and self-service options through live chat, email, and a useful knowledge base.
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Quick Onboarding: The setup process is fast, and guided with helpful tutorials and support, so your team can start using it in just a few days.
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User-Friendly Interface: CloudTalk is easy to use. The layout is simple and clear, making it quick to handle calls, manage settings, and check performance.
cons
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Slower Feature Updates: New features and updates roll out more slowly than with some bigger platforms.
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Limited Customization: CloudTalk is great for startups and small to mid-sized teams, but big companies with complex systems may find the customization options limited.
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Call Quality Can Vary: Some user reviews flag occasional call quality issues during busy hours. It’s not common, but it can affect customer experience during peak times.
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How We Test & Score Tools
How We Test & Score Tools
We’ve spent years building, refining, and improving our software testing and scoring system. The rubric is designed to capture the nuances of software selection and what makes a tool effective, focusing on critical aspects of the decision-making process.
Below, you can see exactly how our testing and scoring works across seven criteria. It allows us to provide an unbiased evaluation of the software based on core functionality, standout features, ease of use, onboarding, customer support, integrations, customer reviews, and value for money.
Core Functionality (25% of final scoring)
The starting point of our evaluation is always the core functionality of the tool. Does it have the basic features and functions that a user would expect to see? Are any of those core features locked to higher-tiered pricing plans? At its core, we expect a tool to stand up against the baseline capabilities of its competitors.
Standout Features (25% of final scoring)
Next, we evaluate uncommon standout features that go above and beyond the core functionality typically found in tools of its kind. A high score reflects specialized or unique features that make the product faster, more efficient, or offer additional value to the user.
We also evaluate how easy it is to integrate with other tools typically found in the tech stack to expand the functionality and utility of the software. Tools offering plentiful native integrations, 3rd party connections, and API access to build custom integrations score best.
Ease of Use (10% of final scoring)
We consider how quick and easy it is to execute the tasks defined in the core functionality using the tool. High scoring software is well designed, intuitive to use, offers mobile apps, provides templates, and makes relatively complex tasks seem simple.
Onboarding (10% of final scoring)
We know how important rapid team adoption is for a new platform, so we evaluate how easy it is to learn and use a tool with minimal training. We evaluate how quickly a team member can get set up and start using the tool with no experience. High scoring solutions indicate little or no support is required.
Customer Support (10% of final scoring)
We review how quick and easy it is to get unstuck and find help by phone, live chat, or knowledge base.Tools and companies that provide real-time support score best, while chatbots score worst.
Customer Reviews (10% of final scoring)
Beyond our own testing and evaluation, we consider the net promoter score from current and past customers. We review their likelihood, given the option, to choose the tool again for the core functionality. A high scoring software reflects a high net promoter score from current or past customers.
Value for Money (10% of final scoring)
Lastly, in consideration of all the other criteria, we review the average price of entry level plans against the core features and consider the value of the other evaluation criteria. Software that delivers more, for less, will score higher.
Core Features
Call Routing: Automatically directs inbound calls to the right team member based on rules like time, skill, or department. This helps reduce wait times, improves response speed and service quality.
Interactive Voice Response (IVR): IVR lets callers use a menu to direct themselves to the right place. This saves your agents time and helps customers get answers faster. Moreover, it provides answering agents more context about the caller’s question or issues, and allows you to automatically assign calls to specialized representatives.
Call Recording: Records calls for training, quality management, and compliance. You can replay conversations to improve service or keep records for compliance and training purposes.
Analytics and Reporting: Gives you detailed data on calls, agent performance, and customer trends. Use these reports to make better decisions and improve service operations.
Voicemail: Captures messages when agents are unavailable, so you never miss an important call. Voicemails can be listened to or sent to email for follow-up.
Call Monitoring: Allows managers to listen to live calls to coach agents or ensure service quality. Great for training and keeping performance on track.
Ease of Use
One of the best things about CloudTalk is how simple it is to use. The interface is clean and easy to navigate, so your team can jump in without a steep learning curve. Whether you're setting up call routing, adding new agents, or checking reports, everything is straightforward and doesn’t require a tech background.
For managers, it's easy to stay on top of things with all the tools in one place. And for agents, simple calling features mean less time figuring out the software and more time focusing on helping customers.
If you're looking for a system that just works, without hours of training or complicated setup, CloudTalk is a great fit. Moreover, there’s flexibility in how and where you can use the software, with both a desktop app and a mobile app.
CloudTalk Specs
- API
- Call Recording
- Call Tracking
- Click-to-Dial
- External Integrations
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CloudTalk Frequently Asked Questions
How does CloudTalk handle call quality issues?
CloudTalk uses VoIP optimization technology and global data centers to minimize latency. If issues occur, responsive technical support is available to resolve them quickly.
Is CloudTalk compliant with data protection regulations?
Yes. CloudTalk adheres to GDPR and ensures your call data is securely encrypted and stored in compliance with legal standards.
Can CloudTalk support remote teams effectively?
Absolutely. CloudTalk is a cloud-based contact center software, accessible from anywhere, making it ideal for distributed customer service teams.
How reliable is CloudTalk's uptime?
CloudTalk delivers high availability with a 99.99% uptime guarantee, supported by geographically distributed servers for redundancy.
What kind of customer support can I expect from CloudTalk?
Support is available via chat, email, and an extensive help center. Teams report quick response times and knowledgeable assistance.
How does CloudTalk ensure scalability?
CloudTalk is designed to scale with your team. You can add agents, upgrade plans, and access more robust features as your business grows.
Are there training resources available for new users?
Yes. CloudTalk offers webinars, tutorials, documentation, and live support to ease the learning curve.
Can CloudTalk integrate with our existing CRM system and helpdesk?
Yes. CloudTalk supports integrations with major CRMs like HubSpot, Salesforce, Zoho CRM, and others for seamless data syncing and workflow automation. It also works well with popular help desk software, like Zendesk, Intercom, Gorgias, Zoho Desk, Kustomer, and Front.
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