Alura is Brazil’s largest technology education ecosystem, serving more than 3 million students and 5,000 companies — entirely remotely. Their previous telephony provider left CX and CXOps agents unable to log in, missing calls, and working with data they couldn’t trust. After switching to CloudTalk, daily complaints dropped to zero, call routing became reliable, and the team finally had visibility into what was actually happening on the phones.
About Alura
Alura is the largest technology education ecosystem in Brazil, offering a wide range of solutions to individuals and businesses, including Alura Para Empresas, Casa do Código, FIAP, and PM3. With nearly two decades in the market, the school has impacted more than 3 million students and 5,000 companies. Their 100% remote workforce operates with a shared mission: to transform lives through technology. The company’s customer experience (CX) and CXOps teams are at the forefront, ensuring seamless communication and support for their growing base of B2B clients.
Problem
Every Day Started With a Complaint
Before switching to CloudTalk, Alura relied on a telephony tool that proved ill-suited for their fully remote workforce. Agents frequently encountered login issues, calls that wouldn’t ring, and disruptions due to minor internet instabilities. These problems not only frustrated agents but also led to operational inefficiencies.
With the old system, every day, we received complaints. People couldn’t log in, their extensions wouldn’t ring, and any internet hiccup would throw the system off. It created huge imbalances – some agents were overloaded while others couldn’t take calls at all.
Adding to these challenges was the tool’s lack of reliable data visibility, which made it impossible for teams to track call performance or optimize workflows.
We didn’t have trustworthy data. Reports didn’t match, calls weren’t recorded properly, and even billing discrepancies became a recurring issue.
Moreover, the company struggled to find adequate support from their previous provider, which added to the frustrations. Delays and complicated escalation processes disrupted daily operations and weakened trust.
When the account manager herself says, ‘Other clients are complaining too, but there’s not much we can do,’ it’s clear your problem won’t be solved. We had a challenging SLA. That was one of the deciding factors to switch.
Evaluation
Finding the Right Fit
Alura’s decision to migrate to CloudTalk came after testing multiple platforms. CloudTalk emerged as the clear choice, largely due to its ease of use, robust IVR capabilities, and native integrations with key tools like Freshdesk and HubSpot.
CloudTalk’s native integration with HubSpot and Freshdesk was a big differentiator. Other platforms either didn’t offer native integrations or required lengthy custom development. With CloudTalk, it was plug-and-play.
The ability to quickly build and adapt their IVR system was another major factor in their decision.
The IVR setup was simple, yet powerful. We could easily customize it to match our needs, and that opened up new possibilities for improving operations.
CloudTalk’s customer support played a crucial role in their decision-making process.
The support is excellent. Having a dedicated Slack channel for quick assistance has made all the difference. It’s not just about resolving issues but building trust in the partnership.
Solution
Improved Call Routing and Visibility Lead to Operational Wins
Alura’s operations depend heavily on their IVR system, which helps route calls efficiently across teams. By directing inquiries to the right department — whether sales, customer success, or customer experience — the system ensures smoother operations and better service.
The IVR lets us guide customers to the right team in real time. It’s not just about routing calls; it’s about making sure every team is handling the right inquiries. That wasn’t something we could manage before.
Switching to CloudTalk brought new levels of visibility to their operations. Real-time monitoring and Slack notifications helped the team keep track of missed calls and quickly adjust workflows.
With CloudTalk, we finally have visibility. We can see which teams are handling calls and whether they’re the right ones for the job. That allows us to rebalance workloads and reduce missed calls.
Data That Makes a Difference
The team also noticed operational improvements from CloudTalk’s tagging functionality. Many calls flagged with financial tags led the team to introduce phone support for finance-related issues, streamlining processes across departments.
The transparency CloudTalk provides has been transformative. We can monitor data, test changes, and adapt our workflows to improve both agent productivity and customer experience.
For Alura, CloudTalk’s connection with HubSpot helped the team manage their calls more effectively.
Calls are automatically logged in HubSpot, which keeps our data accurate and up-to-date. It’s a big time-saver for everyone.
Results
No More Daily Complaints
We went from constant complaints to almost none. The migration was smooth, and the questions we received were mostly about usability rather than technical issues. That was a huge relief for us.
We finally have a tool that works. It’s reliable, easy to use, and has greatly reduced the noise we used to deal with.
Takeaway
The transition to CloudTalk brought more than just operational improvements — it strengthened Alura’s trust in their telephony provider.
The support team is always there for us, whether it’s through Slack or proactive follow-ups. That level of service makes all the difference. With CloudTalk, we have a reliable partner who helps us optimize our operations and deliver better customer experiences every day.
