Discover all the CloudTalk features, improve your interactions with customers and make your workflows more efficient.
Improve your customer support with our advanced call center features.
Create customized call queues. Inbound calls are sorted in call queues based on pre-defined rules and steered to available agents within the right group. Personalized messages are available as well.
CloudTalk can automatically make a recording of all calls. Once the call ends, you can listen to it directly from your internet browser anywhere and anytime. Improve customer interactions by monitoring your team’s calls.
Internal calls / Extensions
Each user, agent, caller queue or department has their own personalized number or extension. This will allow you to reach anyone in your company or seamlessly route a call to a different agent.
Create personalized greetings or group voicemail messages. If the caller leaves a voicemail, you can listen it directly from the internet browser from anywhere and anytime.
CloudTalk allows you to use your existing phone numbers by porting them to CloudTalk.
Acquire international numbers (with geographic or non-geographic codes) from more than 60 countries. Local phone numbers allow customers from abroad to call you at standard local rates or free of charge.
Use a green toll-free number 0800 or a blue number 0850. With toll-free numbers, your clients can call you for free or at very low rates, which gives you a significant competitive advantage.
Define your business hours and decide when you are available for receiving calls. Outside of these hours, you can choose a special personalized absence message, redirect calls to a different phone number or answering machine or even use various combinations.
SMS / Text messages
Send your customers personal messages or general notifications and make your contact center much more effective. Automatic text messages save time and facilitate the work of your agents.
Personalized greetings & music
Initial greeting is your first interaction with clients. With CloudTalk, you can create personalized greetings played to the caller based on specific situations (outside business hours, on-hold, etc.)
Internal phone number tags
Does your company use several phone numbers? Give them a tag so that your employees and agents immediately know what number the client dialed and how to adjust their approach.
Make sure that calls are always routed to the right agent based on custom criteria.
Automated Call Distribution (ACD)
Automated smart and efficient queue distribution of inbound calls based on all available data to make sure that callers are always directed to the most qualified agent or agent group.
Interactive Voice Response (IVR) menu
Create your multi-level IVR menu to guide the caller through different options and make sure they are always directed to the right department, agent or group of agents and receive relevant information through customized messages.
Inbound calls can be automatically routed to a specific agent based on their fit and skills required by the caller. You can easily assign skill levels to your agents.
Advanced dial plan
Intelligent call routing with pre-defined criteria based on your needs and preferences. With our Advanced Dial Plan feature, you can manage your inbound calls coming to the call center step by step.
Set a preferred agent for each client so that their calls are always directed to the right person. The customer constantly communicates with the same agent, which makes your customer support more personalized, efficient and pleasant.
Automatic outbound caller ID
CloudTalk allows you to set an outbound caller ID automatically based on the call destination country. Your clients abroad will receive a local phone call instead of an international one.
Make sure that customer calls ring multiple or all agents at once. This will shorten the response time and improve your customer support.
Automated call redirection
With our business phone system, your clients will always reach you. CloudTalk allows you to automatically redirect incoming calls to a selected phone number each time your agents are busy or unavailable during business hours.
Boost the productivity of your staff, teams or departments with outbound call center features.
Click to Call
Dial any phone number on the web with a single click. Make calls instantly to boost your team productivity.
Assign each call a self-made tag. This labeling will allow you to sort calls into categories and quickly identify what type of call is it.
Increase the quality of the customer experience through the feature Notes on Calls, which allows you to add notes to any calls you want. You can add these notes during or after your call. The only thing you have to do is to click “Save” and CloudTalk will take care of the rest.
If there are any unanswered phone calls, CloudTalk can automatically call your customers back. A missed call from a customer is registered in the system, which will later dial the customer’s number until the agent and the customer are successfully connected.
Thanks to our Call Transfer feature, you can easily and quickly transfer callers over to another extension, agent or group.
Real-time customer card
Your agents can see all caller information displayed in one place. During the phone call, they can instantly look at the client’s history of interactions, orders, chat or notes. This allows them to deliver top-notch customer service.
Create custom fields to add relevant customer information and data essential for your business.
Predictive dialer allows you to increase efficiency and the number of calls you make. When an agent is available, CloudTalk automatically dials the next call in line.
Speech to text
CloudTalk speech recognizer helps you convert your calls to text and facilitate search in your recordings.
When an incoming call comes in, we will automatically alert you with a notification to instantly know who is calling.
Create outbound call center campaigns with call scripts and questionnaires and let your agents focus on the calls. You can monitor the campaign in real time and if necessary, make necessary adjustments to make it even more efficient.
Compile a blacklist of blocked phone numbers and avoid undesirable inbound or outbound calls which are irrelevant for your business.
Simply connect CloudTalk with your CRM tools, helpdesk and e-commerce solutions.
CloudTalk can be easily integrated with your CRM, e-commerce or helpdesk tools. Your agents will see all customer data in one place. This will allow them to deliver better and quicker service.
Integrate CloudTalk with your external systems. With integrations, you can import and export contacts and regularly download history of phone calls, orders, tickets, etc.
Complete customer interactions history always within easy reach. We will automatically display previous calls, orders, chats or notes, so agents don’t have to look them up in multiple systems.
Compile all your contacts in a single contact list. Integrations will help you import contacts from several sources into CloudTalk. This will make your workflows even more efficient.
Create tasks directly from CloudTalk
Add new contacts, create tickets, tasks or edit orders in your CRM, helpdesk or e-commerce solution directly in CloudTalk. Streamline your workflows with our effective solution for customer calls.
Improve quality of your VoIP call center with detailed statistics and call monitoring.
Track the performance of your call center. CloudTalk is a truly data-based call center analytics software. Complex statistics on calls, agents and call queues all in one place. Make smart decisions based on relevant data.
Have a comprehensive overview of your phone calls anytime you need. Get information on your agents’ calls and optimize your customer service.
A simple access to agent statistics directly in CloudTalk to help you improve your customer service and rank each agent based on their performance.
Monitor your call enter activities in real time. All important data on inbound calls and agent productivity are always at your disposal, always up-to-date.
Get a live picture on what’s going on in your cloud call center displayed on monitors. Wallboard will allow you to optimize agent productivity, reduce waiting times and immediately address the caller’s needs, improving their satisfaction.
Sentiment & CSAT Score
You can focus on worldwide metrics and statistics like First call resolution or Average call duration, you can have the best productivity tools but what matters is the human factor on your customer support and sales department.
Do you know how your agents treat your customers? One of the essential steps to success is behavior towards customers.
Useful tools for a better and easier management.
Reliable and safe operation of your business phone system. Your data and VoIP services are safe with us. All CloudTalk data are stored in modern safe data centers with 24/7 monitoring.
Online user management
You can add new agents into your call center, modify their details and remove agents who no longer work with you. There’s no need to contact us, you can do everything related to agent management yourself, with no hassle.
Unlimited concurrent calls
CloudTalk does not limit your concurrent calls. You can handle as many inbound and outbound calls as you like, all at the same time.
We are probably working on that already, so let us know and you could be one of the firsts to try it. Contact us to let us know your interest.