Discover CloudTalk

AI-POWERED FEATURES

Name: Call Center Tools - CloudTalk
Brand: CloudTalk

Streamline outbound and inbound calling, optimize resource allocation and maximize performance with a comprehensive set of business calling tools.

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Calling

Streamline your outbound and inbound calling.

Extensions

Import or create custom extensions for your agents and make searching and transferring customers efficient and easy.

Voicemail

Maintain a personalized customer experience outside of business hours or when your team is busy with other calls.

3 Way Calling

Listen in on calls or invite experienced colleagues to help with complex issues while putting customers on hold.

Call Transfers

Transfer calls to internal or external contacts in a click, with the option to explain the case to your colleague first.

Campaigns

Create custom campaigns to help agents structure their calls with notes, call scripts, and questionnaires.

Smart Dialer

Create custom single-click call queues with numbers from any website or CRM, and lower call times by up to 50%.

Power Dialer

Reach 3x more customers by removing repetitive tasks and assigning automated call campaigns to agents.

Parallel Dialer

Call up to 10 leads at once and connect agents only to answered calls to maximize reach and boost connect rates.

Voicemail Drop

Save your sales agents’ time by allowing them to leave prospects pre-recorded voicemail messages easily.

Click-to-Call

Automatically convert phone numbers from the web into a clickable format and call them instantly.

Customer Details

Access all customer or prospect data, including recent calls and CRM profiles before, during and after the call.

Call Notes

Create and access notes taken during or after customer calls, and pick up where you left off in future conversations.

Call Tagging

Label phone calls and track types of interactions, goals, outcomes and many other performance related metrics.

Unlimited
Concurrent Calls

Engage in as many concurrent calls as your workforce will allow without any negative impact on call quality.

Notifications

Get notified on your laptop or mobile phone every time you receive inbound calls, missed calls or messages.

Personalized Messages

Customize different steps in your customer journey and use pre-recorded audio messages to connect with customers.

Branded Caller ID

Increase answer rates and build trust by displaying your business name and logo on outbound calls.

Automation

Automate repetitive tasks and reduce human error.

Call Queuing

Automatically distribute calls to relevant agents based on customer status, technical skills or business needs.

Call Flow Designer

Design your inbound calling journey to fit the unique needs of your business and customers’ expectations.

Interactive
Voice Response

Streamline your callers’ journey with a multi-level IVR menu and lead them where they need to be.

Skill-Based Routing

Assign custom skill to your agents or teams and route customer calls automatically based on their expertise.

Preferred Agent

Connect inbound callers to the agents most suited for their specific issues and improve your First Call Resolution.

VIP Queues

Assign VIP tags to your higher priority customers so they can skip the queue and reach the right agent instantly.

Caller-Based Routing

Route customers automatically based on factors like agent skills and skil levels, custom fields and even CRM or HelpDesk info.

Business Hours

Decide when you’re available for calls, when they should be redirected to other numbers or when to go into voicemail.

Workflow Automation

Save your team’s time and maximize efficiency by removing repetitive tasks with custom automated workflows.

Callback

Automatically redial missed or unanswered calls and distribute them evenly and efficiently across available agents.

Contact Tags

Assign customized tags to your contacts, sort them into categories and quickly identify each them by their tag.

Performance

Track everything happening in your team at all times.

Ring Groups

Personalize how inbound calls are queued and connected to multiple or all agents and shorten response times.

Missed Calls

Understand the what, the why and the how behind each missed call and what your agents were doing at the time.

Agent Status

Allow your agents to set their own status so you can get an accurate snapshot of your entire team’s availability.

Call Monitoring

Listen in on calls, coach your agents, or join the conversation directly to give your customers the best experience possible.

Real-Time Dashboard

Monitor agent or group activity in real time, from phone calls and performance metrics to their general availability.

Wallboard

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

Analytics

Get a 360° view of everything happening within your team and unprecedented control over its performance.

Agent Reporting

Track your agents’ performance directly in CloudTalk and optimize for the best customer experience possible.

Auto-Answer

Route inbound calls to the first available agent automatically and intuitively and drastically bring down waiting times.

Group Reporting

Give your managers full visibility over their team’s performance, and the tools to identify what, when and how to improve.

User Management

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

Coverage

Connect to your customers wherever they are and whenever you need to.

Text Messages (SMS)

Save time and make text messages a crucial part of your toolkit by including them in your customer journey.

Automatic
Outbound Number

Automatically display a number that matches the country of the recipient for every international outbound call.

International Numbers

Expand your business to new markets and reach customers all around the world with over +160 international numbers.

Number Porting

Transfer old business numbers from more than 50 countries easily and maintain your connections and corporate identity.

Toll-Free Numbers

Connect with international customers free of charge or at standard local rates regardless of location.

WhatsApp
Inbound Messages

Instantly send and receive customer WhatsApp messages directly in CloudTalk’s Phone App.

WhatsApp
Outbound Messages

Send out individual or bulk WhatsApp messages based on approved templates instantly via our Phone App.

Virtual Caller ID

Generate caller IDs with appropriate local area codes or with numbers your customers are already familiar with.

Compliance

End-to-end protection of your customers’ data and regulatory compliance.

Single Sign-On (SSO)

Decrease your security risks. Speed up, simplify, and secure the sign-in process for your entire team with Single Sign-On (SSO).

STIR/SHAKEN

Protect your business from fraudulent robocalls with an industry-standard caller ID authentication framework.

Spam Protection

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

Artificial Intelligence

Amplify your team’s potential.

Call Recording

Automatically record and access your agents’ calls directly from your browser, and finetune your outbound calls.

Call Transcription

Automatically transcribe calls in multiple languages. Get actionable insights on conversations quickly to improve efficiency.

Sentiment Analysis

Get immediate feedback on your customers’ or leads’ mood by following their sentiment shifts during the call.

Topics Extraction

Adjust sales scripts for more effective campaigns by easily extracting topics from phone calls. Reach every goal.

Talk/Listen Ratio

Track the dynamics of support and sales conversations. Provide agents with data-backed feedback and ensure top CX.

Automatic Summaries & Tags

Automatically generate call summaries and tags based on conversation topics to heavily reduce after-call work.

Transcript Search

Quickly find key terms in your call transcripts, check agent compliance, and analyze trends to boost your results.

AI Smart Notes

Stay on top of conversations with AI taking call notes, so you can focus on achieving results.

Quickly locate specific terms in your call transcripts, review agent compliance and performance.

Human-sounding AI agents that make calls for you and work as your 24/7 AI sidekick.

Analyze, rate, and improve your conversations with AI Call Scoring on every call.

"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."

Nelly Donnelly Service Delivery Manager

See customer story Nokia-bg

"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."

Yohann Bensadoun Global Supply Growth

See customer story Glovo-bg

"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."

Frederico Lopes Head of Customer Service

See customer story Discover_cars-bg

"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."

Elay Sasson Call Center Manager

See customer story MyHeritage-bg

"CloudTalk’s AI has cut our call quality analysis from 2 hours to 20 minutes daily and reduced mis-targeted leads by 24%, allowing us to focus on strategic growth."

Sara Konickova Sales Ops Manager

See customer story Capitalo-bg