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World’s leading call center features

Discover all the CloudTalk features, improve your interactions with customers and make your workflows more efficient.

Basic features

Improve your customer support with our advanced call center features

Call Recording

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.

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Call queuing

Create customized caller queues. Inbound calls are sorted in caller queues based on pre-defined rules and steered to available agents within the right group. Personalized messages are available as well.

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International numbers

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.

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Toll-free numbers

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.

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Short numbers

Get a five-digit phone number 16 xxx, 17 xxx or 18 xxx.

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If there are any unanswered phone calls, CloudTalk can automatically call your clients back. A missed call from a client is registered in the system, which will later dial the client’s number until the agent and the client are successfully connected.

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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.

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Business hours

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.

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Personalized greetings

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.)

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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.

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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.

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Contact Tags

Apply customized tags to your contacts to help you search and sort contacts into categories and quickly identify each contact by their tag.

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Custom fields

Create custom fields to add relevant customer information and data essential for your business.

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Compile a blacklist of blocked phone numbers and avoid undesirable inbound or outbound calls which are irrelevant for your business.

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Advanced call routing


Automated Call Distribution (ACD)

Automated smart and efficient 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.

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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.

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Skill-based routing

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.

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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.

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Caller-based routing

Smart routing of inbound calls based on the caller’s phone number with your custom criteria.

Preferred agent

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.

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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.

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Ring groups

Make sure that customer calls ring multiple or all agents at once. This will shorten the response time and improve your customer support.

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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.

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Statistics and monitoring


Call statistics

Track the performance of your call center. CloudTalk is a truly data-based system. Complex statistics on calls, agents and call queues all in one place. Make smart decisions based on relevant data.

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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.

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Real-time dashboard

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.

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Call monitoring

Have a comprehensive overview of your phone calls anytime you need. Get information on your agents’ calls and optimize your customer service.

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Conference calls

Improve teamwork with conference calls. You can schedule conference calls easily in a couple of minutes and invite external contacts, e.g. your clients, suppliers, etc.

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Agent reporting

A simple access to agent statistics directly in CloudTalk to help you improve your customer service and rank each agent based on their performance.

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Custom reporting

Need more than our standard CloudTalk statistics? Use filters to view data as you see fit (e.g. by agent, phone number, queue or timeframe). This will generate reports that are relevant to your business.

Integrations with business tools


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.

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Simple integrations

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.

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Integrate CloudTalk with your external systems. With integrations, you can import and export contacts and regularly download history of phone calls, orders, tickets, etc.

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Caller ID

Personalize your communication with clients from the very beginning. We will show you the name of the caller, their phone number and much more even before the call connects.

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Contact history

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.

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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.

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Contact list

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.

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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.

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Online agent 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.

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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.

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Browser notifications

When an incoming call comes in, we will automatically alert you with a notification to instantly know who is calling.

SIP connectivity

CloudTalk allows you to connect your own SIP device or SIP trunk, even if it is provided by different provider.

Responsive web admin

CloudTalk is accessible from all kinds of devices. Web interface automatically adjusts to your device’s resolution - be it a laptop, PC, tablet or smartphone.

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Outbound call center


Predictive dialer

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.

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Create a campaign 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.

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Try CloudTalk demo for free

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