Customer story

Alura Cuts Daily Complaints to Zero with CloudTalk

Alura, Brazil’s top tech education ecosystem, operates fully remotely, with CX and CXOps teams supporting thousands of B2B clients. However, their previous telephony system caused disruptions, making communication challenging.

Partnering with CloudTalk solved these issues, improving reliability and efficiency. We spoke with Ana Pestana, Nathalia Gontijo, and Marcellus Nascimento to see how this transformation boosted their workflow.

What did Alura achieve with CloudTalk?

100% drop

of daily complaints

Seamless Integrations

with Helpdesk and Freshdesk

Optimized operations

with IVR and Slack alerts

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About Alura

Alura is the largest technology education ecosystem in Brazil, offering a wide range of solutions to individuals and businesses, including Alura Para Empresas Casa do Código, FIAP and PM3,. With nearly two decades in the market, the school has impacted more than 3 million students and 5000 companies. Their 100% remote workforce operates with a shared mission: to transform lives through technology. The company’s customer experience (CX) and CXOps teams are at the forefront, ensuring seamless communication and support for their growing base of B2B clients.

How CloudTalk Helped Alura Streamline Remote Operations

Alura operates entirely remotely. While this approach allows for flexibility, it also brought challenges— for example, with their telephony system. Technical issues with their previous provider left the CXOps and B2B teams struggling to maintain smooth communication with clients.

To tackle these obstacles and to offer a better experience, Alura partnered with CloudTalk. The results? A system that not only worked reliably but also enabled their teams to better support clients and work more efficiently.

We spoke with Ana Pestana, Nathalia Gontijo and Marcellus Nascimento from Alura’s CX and CXOps teams to learn how CloudTalk made a difference.

Outgrowing the Old System

Before switching to CloudTalk, Alura relied on a telephony tool that proved ill-suited for their fully remote workforce. Agents frequently encountered login issues, calls that wouldn’t ring, and disruptions due to minor internet instabilities. These problems not only frustrated agents but also led to operational inefficiencies.

With the old system, every day, we received complaints. People couldn’t log in, their extensions wouldn’t ring, and any internet hiccup would throw the system off. It created huge imbalances – some agents were overloaded while others couldn’t take calls at all.

Nathalia Gontijo, CXOps Specialist at Alura

Adding to these challenges was the tool’s lack of reliable data visibility, which made it impossible for teams to track call performance or optimize workflows.

We didn’t have trustworthy data. Reports didn’t match, calls weren’t recorded properly, and even billing discrepancies became a recurring issue.

Ana Pestana, Customer Experience Coordinator at Alura

Moreover, the company struggled to find adequate support from their previous provider, which added to the frustrations. Delays and complicated escalation processes disrupted daily operations and weakened trust. Ana recalled:

When the account manager herself says, ‘Other clients are complaining too, but there’s not much we can do,’ it’s clear your problem won’t be solved. We had a challenging SLA. That was one of the deciding factors to switch.

Ana Pestana, Customer Experience Coordinator at Alura

Frustrated by the system’s limitations and the customer support, the team began searching for a more reliable and adaptable telephony solution.

Finding the Right Fit with CloudTalk

Alura’s decision to migrate to CloudTalk came after testing multiple platforms. CloudTalk emerged as the clear choice, largely due to its ease of use, robust IVR (Interactive Voice Response) capabilities, and native integrations with key tools like Freshdesk and HubSpot.

CloudTalk’s native integration with HubSpot and Freshdesk was a big differentiator. Other platforms either didn’t offer native integrations or required lengthy custom development. With CloudTalk, it was plug-and-play.

Nathalia Gontijo, CXOps Specialist at Alura

The ability to quickly build and adapt their Interactive Voice Response (IVR) system was another major factor in their decision. According to Nathalia:

The IVR setup was simple, yet powerful. We could easily customize it to match our needs, and that opened up new possibilities for improving operations.

Nathalia Gontijo, CXOps Specialist at Alura

Additionally, CloudTalk’s customer support played a crucial role in their decision-making process.

The support is excellent. Having a dedicated Slack channel for quick assistance has made all the difference. It’s not just about resolving issues but building trust in the partnership.

Ana Pestana, Customer Experience Coordinator at Alura

A Smoother Experience for Both Agents and Customers

Improved Call Routing and Visibility Lead to Operational Wins

Alura’s operations depend heavily on their IVR system, which helps route calls efficiently across teams. By directing inquiries to the right department—whether sales, customer success (CS), or customer experience (CX)—the system ensures smoother operations and better service.

This structure allows Alura to balance workloads effectively while maintaining a high level of service.

The IVR lets us guide customers to the right team in real time. It’s not just about routing calls; it’s about making sure every team is handling the right inquiries. That wasn’t something we could manage before.

Marcellus Nascimento, B2B Support Analyst

Switching to CloudTalk brought new levels of visibility to their operations. Real-time monitoring and Slack notifications helped the team keep track of missed calls and quickly adjust workflows to maintain balance.

With CloudTalk, we finally have visibility. We can see which teams are handling calls and whether they’re the right ones for the job. That allows us to rebalance workloads and reduce missed calls.

Nathalia Gontijo, CXOps Specialist at Alura

Using these insights, Alura made practical changes to their call routing. For example, operational data revealed some inefficiencies. A quick IVR update restructured their call flows, ensuring calls reached the correct teams and improving workload balance.

Data That Makes a Difference

The team also noticed operational improvements, particularly with CloudTalk’s tagging functionality, which uncovered areas for optimization. For instance, many calls flagged with financial tags led the team to introduce phone support for finance-related issues, streamlining processes across departments.

The transparency CloudTalk provides has been transformative. We can monitor data, test changes, and adapt our workflows to improve both agent productivity and customer experience.

Nathalia Gontijo, CXOps Specialist at Alura

No More Daily Complaints

For Alura’s CXOps team, CloudTalk delivered immediate relief by addressing many of the technical frustrations they faced daily.

We went from constant complaints to almost none. The migration was smooth, and the questions we received were mostly about usability rather than technical issues. That was a huge relief for us.

Nathalia Gontijo, CXOps Specialist at Alura

Ana highlighted the broader impact on their operations:

We finally have a tool that works. It’s reliable, easy to use, and has greatly reduced the noise we used to deal with.

Nathalia Gontijo, CXOps Specialist at Alura

Integrated HubSpot Features

For Alura, CloudTalk’s connection with HubSpot helped the team manage their calls more effectively. Marcellus explained:

Calls are automatically logged in HubSpot, which keeps our data accurate and up-to-date. It’s a big time-saver for everyone.

Marcellus Nascimento, B2B Support Analyst

A Partnership Built on Trust and Flexibility

The transition to CloudTalk brought more than just operational improvements; it strengthened Alura’s trust in their telephony provider.

The support team is always there for us, whether it’s through Slack or proactive follow-ups. That level of service makes all the difference. With CloudTalk, we have a reliable partner who helps us optimize our operations and deliver better customer experiences every day.

Ana Pestana, Customer Experience Coordinator at Alura