Pactum helps large enterprises unlock value in supplier negotiations that their teams never had time for. When stalled negotiations need a human touch, it’s Suzann Blankenburg’s Global Operations team that picks up the phone. Managing that outreach across global projects – while juggling fragmented tools and manual processes – was slowing the team down. Since consolidating onto CloudTalk, call quality is up, transcripts are feeding product feedback loops, and the team is building toward a fully integrated, automated outreach operation.
About Pactum
Pactum helps large companies find value in their tail spend – the supplier negotiations that teams rarely have time or bandwidth to handle. Using AI-powered automated negotiation agents, Pactum swoops in to review supplier agreements and improve terms at scale, without adding manual work for clients.
Behind the AI, there’s a human operations team. Suzann Blankenburg leads Global Operations and Support, overseeing live client projects and making sure negotiations keep moving. When progress stalls, her team reaches out directly – to understand blockers, gather feedback, and keep the process on track.
Challenge
Too Many Tools, Too Many Clicks
Pactum’s operations team ran outreach across multiple communication platforms. For some projects, that meant Dialpad. For others, CloudTalk. The split wasn’t just inconvenient – it was unavoidable. Data processing regulations in Europe meant Dialpad couldn’t be used across all regions, forcing the team to maintain two systems in parallel.
And when agents needed to make a call, there was no shortcut. Tasks came in through Pactum’s internal system, but the two platforms weren’t connected. That meant one thing: copy, paste, dial.
We desperately need that integration to happen just to eliminate quite a lot of clicks in that process.
It was a small friction point – but multiplied across every follow-up call, every day, it added up. As the team scaled and took on more projects, the gap between what the tooling could do and what the operation needed became harder to ignore.
Evaluation
One Platform That Could Cover It All
CloudTalk had been in the stack from the start, selected by Suzann’s previous manager after evaluating quality and pricing across available options. For a time, both platforms ran side by side – CloudTalk handling some projects, Dialpad handling others.
Over time, the comparison became clear.
CloudTalk can cover it all and also the quality is better.
The call quality difference was consistent enough that the whole team noticed. And with Dialpad unable to support European data processing requirements, keeping it in the stack no longer made sense. In December 2024, Pactum began moving its operations fully onto CloudTalk.
The transition was smooth. Most agents already knew the platform, and the ones who didn’t picked it up quickly.
Solution
A Single Platform for Outreach and Inbound
Pactum’s operations team uses CloudTalk’s desktop app as the primary tool for both outbound follow-ups and inbound calls. When Pactum’s internal system flags a stalled negotiation, it generates a task for an agent to reach out. The agent calls directly from CloudTalk to understand what’s blocking progress and gather feedback.
Inbound calls from users come through the same platform, keeping everything in one place.
Transcripts That Close the Loop
One of the features Suzann’s team relies on most isn’t about calling volume – it’s about what happens after the call ends.
Feedback comes in from so many different places. So having transcripts and then summarizing those transcripts help us a lot as well.
The team trialled CloudTalk’s Conversation Intelligence feature and found it valuable enough to move toward full adoption. For Suzann, the transcripts do double duty: they capture client feedback for the product team, and they give her a window into call quality.
It’s really good to understand the quality level our team still provides and making adjustments where adjustments are needed.
She listens to calls regularly – not as a formality, but as a genuine quality check. CloudTalk’s analytics let her cross-reference call volume against Pactum’s internal system numbers, tracking agent efficiency and spotting where the operation can improve.
Results
Better Quality, Cleaner Workflows
The shift to a single platform has made day-to-day outreach simpler and more consistent. The most tangible change has been call quality – and it wasn’t just Suzann who noticed.
We have had positive feedback from the whole team that the quality of the calls is better.
Cleaner calls mean smoother conversations with users, and smoother conversations mean better feedback. The transcript and summary workflow has given the team a reliable way to capture what they’re hearing and share it internally – something that previously got lost in the noise of multiple tools and channels.
Takeaway
For Pactum, CloudTalk is the communication foundation a complex, global operation needs – and it’s being built out deliberately. A full integration with Pactum’s internal system is planned for 2026, which will increase the dialing efficiency and open the door to automation.
AI Voice Agents are on the roadmap too, with Suzann already making the case internally for how they could help the team scale outreach without scaling headcount.
The tools are getting smarter. The team is ready.
