CloudTalk Features

Basic Communication (6)

Phone Calls: Based on 227 CloudTalk reviews and verified by the G2 Product R&D team. Enables users to place phone calls over the internet.
Video Calls: As reported in 136 CloudTalk reviews. Enables users to place video calls over the internet.
Instant Messaging: Based on 156 CloudTalk reviews and verified by the G2 Product R&D team. Enables users to send instant messages over the internet.
Screen Sharing: Based on 129 CloudTalk reviews. Enables users to share screens over the internet.
Conference Calls: Based on 146 CloudTalk reviews and verified by the G2 Product R&D team. Enables multiple users to make phone or video calls over the internet at once.
Desk-to-Desk Calls: Based on 160 CloudTalk reviews and verified by the G2 Product R&D team. Enables users to contact one anothers through mobile phones and landlines.

Advanced Features (3)

Hold Music: Based on 160 CloudTalk reviews and verified by the G2 Product R&D team. Offers users the option to play music for contacts who are on hold.
Automated Attendants: Based on 151 CloudTalk reviews and verified by the G2 Product R&D team. Offers users the option to set up an automated attendant to field calls and information when employees are unavailable.
VOiP Number: Based on 207 CloudTalk reviews and verified by the G2 Product R&D team. Offers users a unique number that can be dialed from anywhere.

Access (3)

Software Pairing: Allows users to download the tool as an add-on to subscriptions to specific services such as Outlook 365. 155 reviewers of CloudTalk have provided feedback on this feature.
Browser Extension: Based on 169 CloudTalk reviews and verified by the G2 Product R&D team. Allows users to download the tool along as an extension to their browser of choice.
Individual Download: Based on 178 CloudTalk reviews and verified by the G2 Product R&D team. Requires users download the software on its own.

Calling (5)

Record Calls: Based on 467 CloudTalk reviews. Records calls for future reference.
Generate Location: As reported in 399 CloudTalk reviews. Generates an area code local to where the user is calling to increase likelihood of pick-up.
Call Types: Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. This feature was mentioned in 426 CloudTalk reviews.
Click-to-Call: As reported in 442 CloudTalk reviews. Gathers contacts from integrated tools, allowing users to call with one click.
Auto Dialer: Based on 102 CloudTalk reviews. Has auto-dialing or predictive dialing functionality.

Contacts (3)

Personalization: Retains a log of extraneous contact information such as timezone and contact engagement. 418 reviewers of CloudTalk have provided feedback on this feature.
Information Locater: Based on 392 CloudTalk reviews. Finds and opens saved contact information for reference at the time of a new call.
Record Prospect Data: As reported in 403 CloudTalk reviews. Allows users to denote which contacts they believe are prospective customers.

Insights (6)

Notes: Allows users to take notes during or after the call for future reference. 417 reviewers of CloudTalk have provided feedback on this feature.
Daily Summary: As reported in 407 CloudTalk reviews. Delivers users a daily summary of activity.
Automated Voicemails: As reported in 384 CloudTalk reviews. Sends automated voicemails to prospective clients who fail to answer.
Automated Emails: Sends automated emails to increase engagement with prospective clients. This feature was mentioned in 346 CloudTalk reviews.
Sorts Prospects: Organizes contacts based on probability of success. This feature was mentioned in 351 CloudTalk reviews.
Automated Note Taking: Based on 95 CloudTalk reviews. Automatically transcribes and summarizes meeting discussions.

Dialing Options (3)

Preview Dialing: Based on 232 CloudTalk reviews and verified by the G2 Product R&D team. Presents information about the individual being called before the call begins.
Progressive Dialing: Based on 224 CloudTalk reviews and verified by the G2 Product R&D team. Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing.
Predictive Dialing: Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently. 23 reviewers of CloudTalk have provided feedback on this feature.

Agent Tools (3)

Whisper Coaching: Based on 204 CloudTalk reviews and verified by the G2 Product R&D team. Allows a supervisor to listen to a call and train in real time.
Callback Scheduling: Based on 210 CloudTalk reviews and verified by the G2 Product R&D team. Reschedules calls within the software itself, either through a prompt or by the agent themselves.
Call Recording: Based on 236 CloudTalk reviews and verified by the G2 Product R&D team. Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

Automation (3)

Voice Activity Detection: Based on 200 CloudTalk reviews and verified by the G2 Product R&D team. Decides response type by determining if voice is a human response or an answering machine.
Interactive Voice Response (IVR): Based on 196 CloudTalk reviews and verified by the G2 Product R&D team. Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department.
Call Scrubbing: Based on 198 CloudTalk reviews and verified by the G2 Product R&D team. Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry.

Quality Assurance (3)

Engagement (3)

Performance (2)

Channels (5)

Voice: Based on 632 CloudTalk reviews and verified by the G2 Product R&D team. Provides voice call functionality.
Social: Based on 507 CloudTalk reviews. Provides an interface for one or more social media channels.
Web Chat: As reported in 490 CloudTalk reviews. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Based on 525 CloudTalk reviews and verified by the G2 Product R&D team. Accepts contacts initiated through SMS or other mobile text functions.
Email: Allows CSRs to receive and answer customer emails. This feature was mentioned in 489 CloudTalk reviews.

Functions (8)

Session Routing: Based on 568 CloudTalk reviews and verified by the G2 Product R&D team. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Based on 571 CloudTalk reviews and verified by the G2 Product R&D team. Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Based on 561 CloudTalk reviews and verified by the G2 Product R&D team. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Provides some level of analytics based on keywords and vocal tones. This feature was mentioned in 510 CloudTalk reviews.
Auto Dialer: Based on 516 CloudTalk reviews and verified by the G2 Product R&D team. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 520 CloudTalk reviews and verified by the G2 Product R&D team. Includes an interactive phone menu.
Inbound Screen Pop: Based on 534 CloudTalk reviews and verified by the G2 Product R&D team. Populates CSR's screen with available customer data.
Persistent Data: Based on 525 CloudTalk reviews and verified by the G2 Product R&D team. Maintains and shares information across channels and agents as the case progresses.

Administrative (7)

Session Summary Notes: Based on 582 CloudTalk reviews and verified by the G2 Product R&D team. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Based on 588 CloudTalk reviews and verified by the G2 Product R&D team. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Based on 617 CloudTalk reviews and verified by the G2 Product R&D team. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Based on 573 CloudTalk reviews and verified by the G2 Product R&D team. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Based on 515 CloudTalk reviews and verified by the G2 Product R&D team. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.
Call Recording: Allows supervisors/managers to record and review telephone conversations of agents. This feature was mentioned in 237 CloudTalk reviews.
Reporting & Dashboards: Based on 239 CloudTalk reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Workforce Management (7)

Agent Availability: Based on 110 CloudTalk reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules.
Skills Management: Based on 105 CloudTalk reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions.
Shift Scheduling: Based on 95 CloudTalk reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.
Agent Self-Service: Based on 101 CloudTalk reviews and verified by the G2 Product R&D team. Allows agents to set their own preferences, request time off, and trade shifts.
Mobile Access: Based on 106 CloudTalk reviews. Allows users to access the software using mobile devices.
Call Monitoring: Based on 230 CloudTalk reviews. Allow managers/supervisors to monitor calls for quality assurance purposes.
Performance Evaluation: Based on 230 CloudTalk reviews. Allows managers/supervisors to evaluate the performance of agents.

Administration (5)

Automation: Based on 115 CloudTalk reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks
Performance Analysis: Based on 113 CloudTalk reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance.
Dashboards: Based on 118 CloudTalk reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with.
Forecasting: Based on 107 CloudTalk reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data.
Intraday Management: Based on 100 CloudTalk reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.

Platform (7)

Omnichannel: As reported in 211 CloudTalk reviews. Allows inflow of requests through various digital channels such as email, social media, etc.
Mobile Access: As reported in 227 CloudTalk reviews. Allows users to access the software using mobile devices.
Queue Management: As reported in 225 CloudTalk reviews. Provides queue management in case of increase in case/call inflow.
Call Routing: As reported in 234 CloudTalk reviews. Allows distribution of incoming calls to agents.
Call Back: Allows users to request a call back. 236 reviewers of CloudTalk have provided feedback on this feature.
IVR: Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. 221 reviewers of CloudTalk have provided feedback on this feature.
Automatic Call Distribution: Based on 225 CloudTalk reviews. Allows automatic distribution of incoming calls to the agents.

Generative AI (5)

AI Text-to-Speech: Simulates human-like speech from text inputs. This feature was mentioned in 106 CloudTalk reviews.
AI Text-to-Speech: Based on 280 CloudTalk reviews. Simulates human-like speech from text inputs.
AI Text Generation: Allows users to generate text based on a text prompt. 22 reviewers of CloudTalk have provided feedback on this feature.
AI Text Summarization: Condenses long documents or text into a brief summary. 32 reviewers of CloudTalk have provided feedback on this feature.
AI Text Summarization: As reported in 37 CloudTalk reviews. Condenses long documents or text into a brief summary.

Basic Communication - Cloud PBX (6)

Call Management: Supports incoming calls, call forwarding, transferring and conferencing. 26 reviewers of CloudTalk have provided feedback on this feature.
Communication Management: Can handle voicemail, instant messaging, screen sharing, video calls, text messages or other forms of communication for the business. 26 reviewers of CloudTalk have provided feedback on this feature.
Scalability: Scales to add additional phone capacity in order to accommodate growth in an organization. This feature was mentioned in 26 CloudTalk reviews.
Integrations: Integrates with business tools such as CRMs, APIs, browsers, business music and more. This feature was mentioned in 25 CloudTalk reviews.
Mobile Accessibility: As reported in 26 CloudTalk reviews. Able to connect with employee's mobile devices for further ease of access.
Accessibility: Accessible from any location with wifi connection via cloud infrastructure. This feature was mentioned in 24 CloudTalk reviews.

Advanced Features - Cloud PBX (4)

Security and Compliance: Ensures security of voice communications with encryption for calls. This feature was mentioned in 25 CloudTalk reviews.
Analytics and Reporting: Based on 26 CloudTalk reviews. Provides call analytics based on data such as call volumes, durations, and other metrics.
Support and Reliability: Provides virtual technical support for business communication services for improving phone performance. 26 reviewers of CloudTalk have provided feedback on this feature.
Automated attendant: Based on 25 CloudTalk reviews. Offers an automated attendant to field calls when employees are unavailable.

Platform Basics - VoIP Providers (6)

PBX systems, VoIP Softphone: Based on 23 CloudTalk reviews. Contains PBX & VoIP softphone that can be used within the VoIP business system.
Call Management: As reported in 23 CloudTalk reviews. Manages incoming calls with features such as call forwarding, transferring, and routing.
Network monitoring: Supports real-time network monitoring via dashboards and alerts to identify and resolve issues. This feature was mentioned in 23 CloudTalk reviews.
Integrations: As reported in 24 CloudTalk reviews. Enables integrations with communication and CRM platforms.
Virtual PBX: Provides compatibility with both hosted and virtual PBX solutions. This feature was mentioned in 22 CloudTalk reviews.
SIP trunking services: Based on 22 CloudTalk reviews. Supports SIP trunking services for local and long-distance calls.

Call Center Infrastructure (CCI) (4)

Autonomous Task Execution: As reported in 21 CloudTalk reviews. Capability to perform complex tasks without constant human input
Cross-system Integration: Works across multiple software systems or databases This feature was mentioned in 21 CloudTalk reviews.
Natural Language Interaction: Engages in human-like conversation for task delegation This feature was mentioned in 20 CloudTalk reviews.
Proactive Assistance: Anticipates needs and offers suggestions without prompting This feature was mentioned in 20 CloudTalk reviews.

Agentic AI - Contact Center (4)

Autonomous Task Execution: As reported in 144 CloudTalk reviews. Capability to perform complex tasks without constant human input
Cross-system Integration: Based on 144 CloudTalk reviews. Works across multiple software systems or databases
Natural Language Interaction: Based on 143 CloudTalk reviews. Engages in human-like conversation for task delegation
Proactive Assistance: As reported in 142 CloudTalk reviews. Anticipates needs and offers suggestions without prompting

Agentic AI - Outbound Call Tracking (2)

Agentic AI - Auto Dialer (2)

Agentic AI - VoIP Providers (4)

Autonomous Task Execution: As reported in 15 CloudTalk reviews. Capability to perform complex tasks without constant human input
Cross-system Integration: Based on 14 CloudTalk reviews. Works across multiple software systems or databases
Adaptive Learning: Based on 14 CloudTalk reviews. Improves performance based on feedback and experience
Proactive Assistance: Based on 14 CloudTalk reviews. Anticipates needs and offers suggestions without prompting

AI Capabilities - Auto Dialer (3)

Call Prioritization and List Optimization: Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. This feature was mentioned in 19 CloudTalk reviews.
Compliance Monitoring: Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions. 18 reviewers of CloudTalk have provided feedback on this feature.
Speech Analytics and Sentiment Analysis: Based on 19 CloudTalk reviews. Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review.