CloudTalk Pricing, Features, User Experience, and More

The right call center software gives businesses the tools they need to automate routine tasks, improve the call routing process, and monitor call center performance and customer satisfaction.

CloudTalk is a secure, reliable VoIP solution that offers essential business telephony features at affordable price points. Starting at just $19 per month, per user, CloudTalk is more affordable than other business phone solutions. CloudTalk also offers flexible pricing options with paid add-ons and pay-per usage AI agents. But does CloudTalk offer real value to customers?

In this article we will break down CloudTalk’s pricing and plans, standout features, pros and cons, alternatives, and more.

• What Is CloudTalk?
• Pricing and Plans
• Top Features
• Security and Reliability
• User Experience
• Who Should Use It
• Alternatives

What Is CloudTalk?

CloudTalk is a cloud-based virtual phone system and call center solution that offers voice, text, and audio conferencing alongside workflow automations, auto dialers, analytics, and smart call routing.

CloudTalk users have a variety of options with choosing phone numbers as CloudTalk includes international numbers in over 160 countries, number porting, unlimited extensions, and toll-free numbers in all pricing plans. CloudTalk's interface is also available in eight different languages, making CloudTalk an ideal platform for international teams.

In addition to a wide range of features, CloudTalk integrates with popular CRM apps apps like Zendesk, Hubspot, Pipedrive and LiveAgent.

CloudTalk Pricing and Plans

CloudTalk offers 3 different bundled pricing plans for an unlimited number of users. These plans range in price from $19 to $49 per user, per month, and include unlimited calling in the U.S. and Canada. A 14-day free trial is available. CloudTalk also offers a number of paid add-on features as well as pay-per-usage AI voice agents that allow companies to customize AI driven virtual agents using any LLM.

Here is a breakdown of CloudTalk pricing plans:

CloudTalk Business Phone System Plans

• CloudTalk Lite Plan ($19/user/month annually): Includes 1 standard local phone number, unlimited user extensions, unlimited inbound calls, outbound calls charged on a per-minute basis, click-to-call, unlimited call queuing with ACD, Call Flow Designer, ring groups, basic analytics, and email and help center access
• Essential Plan ($30/user/month annually): Adds custom business hours, call forwarding, personalized call greetings, hold music, call masking, conference calling, SMS texting, unlimited recording storage, internal phone number tags, IVR, caller-based, skills-based, and preferred agent routing (smart routing available as an add-on), outbound caller ID, and automated call rejection, automated customer callback, and advanced analytics
• Expert Plan ($50/user/month annually): Adds unlimited concurrent calls, Go To CFD and VIP call queues, smart detection for missed and resolved calls, mandatory call tagging, smart dialer, Salesforce Service Cloud and Salesforce Sales Cloud integrations, call monitoring, and SSO
• Custom Plan (Quote-based): CloudTalk creates a custom plan according to your business needs, plus provides access to custom reporting, an SLA, and a dedicated account manager

CloudTalk AI Voice Agents

• CeTe + Current System ($0.25 per voice agent, per minute): AI voice agents can be used on inbound and outbound calls and can speak 60+ languages with accents and natural sounding voices. Includes customizable tones, fallback answers, call transfers and voicemail detection
• CeTe + CloudTalk Full Suite ($0.25 per voice agent, per minute + $25 per CloudTalk seat): Adds on local numbers, international SMS, AI Sales dialer, advanced routing, IVRs, and voice agent-human agent call handoff
• Custom Agent (quote based): Adds on custom concurrent calls tailored to the call volume needs of the business. Includes premium private Slack channel with dedicated support team and volume discounts

CloudTalk Add-Ons

• Power Dialer ($15 per user, per month): Included in Expert plan but can be added on to other plans. Sequential auto dialing with pause, resume, and queue view functions plus call control, cold transfer, voicemail drop, etc.
• Parallel Dialer ($39 per user, per month): Dials up to 10 numbers at once with automatic answering machine detection, skip function, automated voicemail drop, etc.
• Branded Caller ID: The company name, logo, and/or reason for calling are displayed to prospects on outbound calls
• AI Conversation Intelligence ($9 per user, per month): Includes aggregated and individual insights, filtering, automated summaries, searchable transcripts, AI notes, etc.

Top CloudTalk Features

CloudTalk offers an impressive number of features in a variety of categories. All plans include a desktop and mobile app as well as essential calling features like call recording, transfers, and hold music as well as a drag-and-drop call flow designer for building basic routing schemes.

The Essentials plan adds on more advanced routing tools including IVR and skills-based routing, condition based routing, and preferred agent routing. More outbound features are added as well, such as call back and voicemail drop, while the Expert plan adds on additional security through SSO and automatic dialing. Here's a closer look at some of the best CloudTalk features:

Reporting and Analytics

The CloudTalk analytics system combines performance-based statistical data with interactive and customizable reports.

Admins can assign user roles to restrict report access, export/share reports in CSV and PDF formats, and filter data by date range, phone number, and country.

Metrics and KPIs include: 

• Average handle time
• Total calls
• Average total talk time
• Number of short calls
• Total answered calls
• Missed calls
• Average answer time

Call Recording

CloudTalk automatically records all calls and stores audio recordings alongside contact data, call history/call logs, and other statistics.

CloudTalk users can access call recordings using a laptop, tablet, smartphone or any device with an internet browser. Recordings are downloaded as a standard HTTPS link.

International Numbers

CloudTalk provides local phone numbers in 160+ countries, making it an ideal solution for global businesses or companies looking to expand. CloudTalk users can select a virtually unlimited amount of international numbers and avoid high international calling fees.

CloudTalk’s international phone numbers adhere to all regional regulations and offer GDPR-compliant data storage. CloudTalk users with the expert plan can also send and receive messages via WhatsApp right in the CloudTalk dashboard.

International numbers start at $6.

SMS and MMS Text Messaging

CloudTalk’s Cloud Texting feature uses workflow automations to send out personalized business SMS notifications like order confirmations, delivery information with unique tracking codes, payment reminders, and authentication codes.

Users create the text message content and set custom triggers dictating when automated outbound messages are sent.  For example, a follow-up text is sent automatically after an inbound call with a specific tag is completed. CloudTalk also offers SMS messaging templates.

MMS capabilities let users attach up to 10 images, displayed in an editable carousel format, to an SMS message.

Auto Dialer

CloudTalk offers two types of automated outbound dialers: Power Dialer and Smart Dialer.

The Power Dialer automatically dials numbers one after another, eliminating the need for agents to manually  dial numbers or navigate software.

The Smart Dialer automatically creates lead and contact lists from your CRM software, web searches, and helpdesk tools. Numbers can be dialed with one click or sent to a customizable outbound queue with a drag-and-drop interface.

Features include pre-written scripts that will appear on agent screens during calls and customizable campaign settings such as time between call attempts.

Cloudtalk auto dialers streamline workflows, increase productivity and reduce human error.

Conference Calls

CloudTalk’s conference call feature allows users to create a virtual meeting room which participants can join via conference bridge number. Participants may also connect using a web conferencing service with a provided URL and passcode.

CloudTalk users can schedule conference calls and invite external contacts. Conference calling is available in the Essentials Plan and up.

Call Flow Designer and IVR

CloudTalk’s call flow designer enables users to create custom Interactive Voice Response (IVR) menu trees that direct incoming calls to the best agent based on availability or skills.

CloudTalk users can customize the maximum amount of time callers wait on any particular step before the system repeats a prompt or pushes the call to the next stage.

CloudTalk’s Call Flow Designer is included with all plans, but IVR and skills-based routing (and other types of advanced routing) is only available on the Essentials Plan and up.

CloudTalk Security and Reliability

CloudTalk’s security features include end-to-end call encryption (E2EE), secure call recording, and compliance with industry regulations such as STIR/SHAKEN and MAN.

The Expert Plan includes Single Sign On (SSO) through Google and Custom Plans include an SLA.

CloudTalk User Experience

CloudTalk is often praised for user-friendly interface which enables users to build intricate call flows and IVR menus with a drag-and-drop tool. CloudTalk often includes a lot of international connectivity with global SMS and local international numbers offered to all users. Additionally, the CloudTalk dashboard is available in eight different languages out of the box. On the other hand, CloudTalk does not offer the level of security and reliability that some of its competitors do, and is lacking in some exxential collaboration tools such as video conferencing and whiteboard.

Here are some of the pros and cons noted in CloudTalk reviews:

CloudTalk Alternatives

CloudTalk is a solid CCaaS solution for companies on a budget who don't want to sacrifice advanced business phone features like IVR, call recording, and monitoring. CloudTalk's international capabilities also make it a top choice for global teams, and it's intuitive mobile app makes it a great platform for remote teams. Cloudtalk is  far from the only option, however, when it comes to affordable call center software.

Here are some of our favorite alternatives to CloudTalk:

Who Should Use CloudTalk?

CloudTalk offers a flexible pricing structure and a scalable platform making it suitable for many types of businesses, but it's not a perfect fit for every company. For example, large enterprises might become frustrated with Cloudtalk's lack of advanced security features.

Here are some of the main types of businesses that will benefit from CloudTalk’s business phone system:

• Small businesses: CloudTalk has competitive prices and an easy-to-use platform and is therefore a great choice for startups and SMBs.
• Remote teams: CloudTalk’s conference calling capabilities and user friendly mobile app make it a solid option for remote teams.
• Global teams: CloudTalk users have the ability to purchase local numbers in over 160 countries, making CloudTalk perfect for global teams.
• Sales teams: CloudTalk’s power dialer makes it a good option for sales teams, e-commerce businesses, and other organizations that engage in outbound calling campaigns.