Organize Teams Easily with User Management

Simplify user access management across your call center. CloudTalk’s User Management keeps scaling simple, cuts down on admin tasks, and helps you keep everything running clearly and smoothly.

Assign roles and permissions to control access and maintain security.
Save time with bulk user import and streamline onboarding for new agents.
Easily manage call queues and team structure from a central dashboard.

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Stay in Control and Keep Operations Clear

Save Time with Leverage Bulk Upload

Add users and configure access levels instantly using CSV upload or open API. Perfect for fast, scalable user provisioning across large teams.

Personalize User Information

Assign specific skills, permission levels, and roles by user. Personalize profiles to fit your call center’s structure and keep operational clarity.

Fine-Tune Your Call Distribution

Optimize call queues by assigning ring strategies like Round Robin or Ring All. Ensure faster response times and balanced workloads.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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What Is a User Management System?

User Management is a key feature that helps businesses control access and maintain structure within their call center systems. It allows admins to create and update user accounts, assign role-based permissions, and define access based on each team member’s responsibilities.

With a user management system, your call center operations gain clear user access control. Agents, supervisors, and admins only see the tools and data relevant to their roles, keeping your operations secure and organized.

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How Does User Management Work?

User Management systems operate through a combination of role-based access control (RBAC) and permission hierarchies. Admins can create and manage user profiles manually or through bulk user import, and update roles as responsibilities change.

The system also includes a built-in user activity tracking feature that provides visibility into how accounts are used, making it easier to ensure accountability and maintain system security.

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Benefits of User Management

Keep Your Operations Sharp

Keep Access Secure

Assign the right access to the right people with role-based access control (RBAC). Whether it’s agents or supervisors, everyone sees only what they need—nothing more, nothing less.

Onboard Users in Seconds

Speed up user provisioning with bulk imports via CSV or API. Skip the manual setup and get new team members up and running fast—perfect for growing call centers.

Set Permissions with Ease

Update roles and access permissions easily as responsibilities shift. A central system keeps everything organized, allowing you to scale your team without creating chaos.

Track Your Team Activity

Built-in user activity tracking shows you who’s doing what and when. Monitor logins, usage, and changes to stay compliant, boost accountability, and improve call center security.

How to Create Contact Tags in CloudTalk?

Go to the Users section in the CloudTalk Dashboard.
Click the + Add User button at the top of the page
Configure Basic settings (name, email, etc)
Switch to the Advanced Settings tab and configure the user role and permissions.
Click Save User to complete the setup.

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Features

Other features you might like

Spam Protection

Block known spam numbers manually or automatically for both inbound and outbound calls, and streamline calling.

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Contact Tags

Easily categorize customer interactions with contact center tags. Deliver efficiency and personalized service.

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User Management

Upload users, assign permissions, and manage call queues and ringing strategies in bulk without any extra effort.

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Flagship Feature

Wallboard

Showcase real-time performance and call center metrics to your entire team — live and in a variety of different formats.

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Frequently asked questions

Everything you need to know about the product and billing.

Why is user management important?

Effective user management ensures that individuals have appropriate access to resources, enhances security by preventing unauthorized access, and streamlines administrative tasks.

How does role-based access control (RBAC) work?

RBAC assigns permissions to users based on their roles within an organization, simplifying permission management and enhancing security by ensuring users access only what they need.

Can I integrate user management with existing systems?

Yes, many user management systems offer integration capabilities with existing directories and applications, facilitating seamless user provisioning and access control.

What is user provisioning?

User provisioning is the process of creating, managing, and maintaining user accounts and access rights, often automated to improve efficiency and accuracy.

How does user activity tracking enhance security?

Tracking user activities helps in monitoring access patterns, detecting anomalies, and ensuring compliance with security policies, thereby strengthening overall system security.

What is the difference between user management and identity management?

User management focuses on managing user accounts and permissions, while identity management encompasses a broader scope, including authentication, authorization, and user identity verification processes.