World-leading call center features

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

Voice features

Improve your customer support with our advanced call center features.

Call queuing

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.

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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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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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Voicemail

Create personalized greetings or group voicemail messages. If the caller leaves a voicemail, you can listen to it directly from the internet browser, anywhere and anytime.

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Number porting

CloudTalk allows you to use your existing phone numbers by porting them to CloudTalk.

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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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International numbers

Acquire international numbers (with geographic or non-geographic codes) from more than 160 countries. Local phone numbers allow customers from abroad to call you at standard local rates or free of charge.

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Fax to email

″Fax to Email″ feature allows you to receive fax messages quickly and easily in the form of emails.

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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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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.

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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.)

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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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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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Verified Caller ID

The Verified Caller ID feature ensures that your personal phone number stays private. No need to share your phone number with everyone you are calling — share it only with the callers you choose.

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3 way calling

Increase productivity with our 3-way calling feature. Easily add a third person to the line when circumstances call for it. Having three people on the line simultaneously has never sounded smoother!

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MMS

Add images and gifs directly into message conversations to increase client engagement.

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Intelligent call routing

Make sure that calls are always routed to the right agent based on custom criteria.

Call flow designer

Intelligent call routing with pre-defined criteria based on your needs and preferences. With our Call Flow Designer feature, you can manage your inbound calls coming to the call center step by step.

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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.

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Interactive Voice Response (IVR)

Create your multi-level interactive voice response (IVR) menu to guide the caller through different options. Make sure they are always directed to the right department, agent or group of agents and that they are receiving relevant information through customized messages.

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Skills-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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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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Call Forwarding (Call Redirection)

With our business phone system, your clients can always reach out to you. CloudTalk allows you to automatically forward your incoming calls to external mobile or landline phone numbers each time your agents are busy or unavailable during business hours.

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VIP Queues

Make your VIP customers feel special when trying to connect your contact center. When using the VIP queue, you always give the priority to the customers which matter the most to your business.

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Caller-based routing

Route calls based on region, contact, or other criteria using CloudTalk’s Call Flow Design feature.

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Auto-Answer

The Auto-Answer feature assists in the handling of large call volumes, which enables you to grow your business faster, increase your capacity and improve customer experience.

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Productivity

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.

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Call tagging

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.

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Call notes

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.

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Callback

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.

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Transfer

Thanks to our Call Transfer feature, you can easily and quickly transfer callers over to another extension, agent or group.

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Ring on speakers

Reduce the risk of accidental missed calls with the ″Ring on Speakers″ feature.

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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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Custom fields

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

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After call work (ACW)

Use the After Call Work (ACW) feature and allow your agents to complete all follow-up tasks after a call has ended.

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Missed Calls

Discover the real causes and number of missed calls with CloudTalk Analytics’ new Missed Calls feature. Improve your call center performance with reports for specific agents, groups, and time spans.

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Speech to text

CloudTalk speech recognizer helps you convert your calls to text and facilitate search in your recordings.

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Campaigns

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 make necessary adjustments to make it even more efficient.

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Blacklist

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

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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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Smart dialer

CloudTalk’s flagship feature Smart dialer automatically compiles a list of numbers and lets you automatically call through them with a single click.

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Warm transfer

Warm Transfer allows you to easily transfer callers over to another agent with having the possibility to speak with them first. Learn more about warm transfer.

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Smart detection of resolved missed calls

Learn which of your missed calls were and were not resolved by your agents thanks to the Smart detection feature.

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Power Dialer

Power dialer allows you to increase efficiency and the number of calls you make. Easily create campaigns with call scripts and surveys and let your agents focus on the prospects.

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Agent Status

In order to distinguish which agent is unoccupied at the moment, the agent status feature enables your agents to set up their availability.

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Voicemail Drop

Searching for ways to make your phone call outreach more productive? Try the Voicemail Drop feature and automate the processes of leaving voicemail messages.

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Desktop Notifications

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

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Softphone (Soft Client Telephone)

Make and receive calls seamlessly with Softphone – a software inevitable for every forward-thinking business. Use many features that desk phones lack.

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Integrations

Simply connect CloudTalk with your CRM tools, helpdesk and e-commerce solutions.

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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API

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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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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Shared contacts

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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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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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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Workflow Automation

Workflow Automation comes in handy especially when you wish to automate unnecessary tasks either inside of CloudTalk or within CloudTalk and different tools.

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SQL Exporter

Connect your call center data from CloudTalk to your business intelligent tool and start building dashboards and statistics that matter most to your business. All without a need for coding skills.

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Statistics and monitoring

Improve quality of your VoIP call center with detailed statistics and call monitoring.

Call statistics

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.

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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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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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Real-time dashboard

Monitor your call center 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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Wallboard

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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Emotion analytics

Emotion analytics are nowdays one of the top trends in analytics and data collection. Do not hesitate and start to use them, your customer service will improve!

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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.

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