Deliver Excellent Client Care

CloudTalk is the perfect phone system for mid-sized companies looking to grow. Typically, it’s used in sales for outbound calls and in customer service for inbound calls.

Cloudtalk’s Benefits

CloudTalk Voice provides high-quality offers, care, and service, all included in our business phone system solution.

• Easy Management: Use CloudTalk’s web-based admin interface to manage your call center in real-time, add agents, phone numbers, and set up everything you need at any given moment.
• Reduced Operational Costs: With our business phone system, you can significantly reduce your operational costs, as no special skills are required and there’s no need to hire extra IT specialists. CloudTalk can be managed in a user-friendly interface – all you need is an internet connection.
• Accessible Anywhere: CloudTalk is a completely cloud-based business phone system – all you need is to set up your CloudTalk account. But don’t worry, if you already have an existing infrastructure, CloudTalk can be easily linked to it. Switch between your laptop and your cell phone easily.
• Smarter Calls: Distribute all calls to your team in a smart way and view past customer interactions during the call to enhance customer experience. Native integrations with CRM, helpdesk or other popular apps boost your productivity and take lots of manual tasks out of your workflow.
• SLA: A service level agreement can be provided for all CloudTalk PBX business phone systems, guaranteeing a maximum level of reliability and technical support.
• Reliable Operation with 24/7 Monitoring: We always make sure your data and voice services are safe. All data (including VoIP itself) are stored in secured locations of Amazon AWS with 24/7 monitoring provided by CloudTalk experts.

Key Features

With CloudTalk advanced features, your phone experience will get to a whole new level.

• 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.
• 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.
• 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.
• Call Recording: 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.
• 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.
• 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.
• 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.
• 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.

What is CloudTalk Missing?

According to our users, CloudTalk Analytics needed remastering in order to give users more precise data. That is why we launched a new version of Analytics with in-depth insights into your calls, including call steps, reasons for missed calls, and much more.

What Type of Business is It Best For?

CloudTalk is the perfect phone system for mid-sized companies looking to grow. Typically, it’s used in sales for outbound calls and in customer service for inbound calls.

Pricing

Mitel’s VoIP product, MiVoice Business, provides users with a comprehensive calling platform capable of meeting both their sales and customer support needs.

Mitel’s benefits

Mite’ls list of features offers a number of benefits to users, improving their efficiency and productivity, regardless of whether they work from the comfort of their home or the office. The phone system was designed with flexibility, making it easy to scale your business without breaking the bank. What’s more, Mitel pays close attention to their customer experience, so you’ll always have someone to talk to should anything ever go wrong. 

Key features

• Call forwarding to mobile numbers 
• Video conferencing 
• Drag-and-drop call flow designer 

What is Mitel missing?

Reviewers on G2 have complained about connectivity issues with this service. According to some, the interface can also be difficult to navigate for new users. 

Pricing

Quote per Request.

Vonage is among the best-known virtual phone providers in the world. They’ve been in the business for over 20 years and have established an enviable market leader reputation.

Vonage’s benefits

• The Virtual Receptionist automatic attendant feature allows calls to be forwarded to other departments.
• Moreover, businesses can provide callers with alternatives for call routing that let them use either their name or an extension to dial. Before having their calls routed to a department, callers can also use the company directory.
• Even when businesses use cloud services that consume a lot of bandwidth, such as collaboration, chat, and video tools, Vonage’s network optimization features ensure call continuity and call quality.

Key features

• Stability and reliability
• Auto-attendant
• CRM integrations
• Voice and video conferencing
• Call forwarding services

What is Vonage missing?

Unfortunately for customers, Vonage has capitalized on its reputation by charging much more for its services than other comparable virtual phone software providers. 

Vonage pricing also includes many hidden fees that make the service far more expensive than expected. 

This can be a real downside for small businesses that need to be more discerning about how and where they expend their resources.

Pricing

Unless you’re new to the VoIP telephony market, you’ll surely have heard of Dialpad. It’s a reliable, unified telephony solution with simple built-in AI and advanced analytics. A live chat, phone hotline, and knowledge base make it a great deal for customer support teams. 

Dialpad’s benefits

Dialpad’s main advantages are voice intelligence and uptime between 99% and 100%. You’ll get conference video calls, sentiment analysis, voicemail transcriptions, call tracking metrics, Speech-to-Text for an automatic call recording, and much more. 

With Dialpad, you can call the US and Canada for free from anywhere in the world. Inbound and outbound calling within your country is also free of charge. The provider has a modern, well-organized UI, plenty of training videos, and a well-built mobile application.

Key features

• Call Recording
• Machine Learning
• Call Analysis
• Customer Scoring
• Call Routing

What is the Dialpad missing?

While Dialpad offers a Power dialer, it lacks a Smart and Predictive dialer. The Power dialer feature is limited, as it only works with Salesforce. Unlike the CloudTalk app, the Dialpad app only allows users to dial phone numbers manually. 

The Preferred agent feature only works through API. 

Dialpad also lacks a visual flow editor for its Call flow designer. Furthermore, you can’t send SMS messages outside the US and Canada, although this feature will soon become available to those in the UK.

The provider offers a limited integration stack, and Voicemail drop comes only with Dialpad Sell.

Pricing

When you think about VoIP telephony solutions, RingCentral is among the first ones that come to mind. It’s no wonder the company has been on the market for over 20 years and has built quite a reputation. 

RingCentral’s benefits:

RingCentral has a great variety of features and offers HD-quality voice and video. The provider is a good fit for enterprises since it provides an omnichannel experience, lead qualification tools, management, collaboration, and performance features – all in a single software.

Key features

• SIP Trunking
• IVR
• Call Recording
• Call Routing
• Contact Management

What is RingCentral missing?

Despite all the positives, RingCentral lacks many essential tools that modern businesses require. 

Features like native sentiment analytics, Speech-to-Text transcription, smart dialers, or Skill-based routing are only included in Contact Centre Solution. The same goes for some agent management features, like monitoring.

The Call recording tool and Toll-free numbers are only available as add-ons for an additional cost. 

Furthermore, RingCentral’s implementation can take as much as 90 days and involves an implementation fee. 

RingCentral UI is also not always the friendliest to work with. 

Pricing

8×8 is an evergreen telephony solution focusing on integrations and analytics. The provider is well-suited for enterprises, but lower-tier subscriptions also work for smaller organizations. There are many benefits 8×8 can offer its subscribers.

8×8′ benefits

First of all, the provider has done a great job building an Analytics system that can effectively track large-scale business processes. 8×8’s reporting system centralizes all data in a single place, so managers can make their teams more organized and speed up their workflow. You’ll also get real-time reports.

Then, we have the solution’s comprehensive integrations with software like Salesforce, Slack, Microsoft Teams, and many more. Furthermore, 8×8 users get unlimited calling to 40+ countries. 8×8 telephony software comes with a smart dialer, click-to-call, and call recording.

Key features

• Call Center Management
• IVR
• Contact Management
• Analytics & Reporting
• Call Monitoring

What is 8×8 missing?

If you own a business that works globally, there are a few things about 8×8 you might want to consider:

A crucial restriction, mainly for big international companies, is that there are regional constraints on unlimited calling. Users with the basic Express plan can only use unlimited calling in the US and Canada.  

MS Office is required: You need an office where you want to call to get a number from there. 

Geographical restrictions for SMS: You can only use the SMS feature within the US, and 8×8 does not cover costs for mobile numbers in Brazil.  

Integrations: 8×8 doesn’t partner with telco companies, so users won’t have native integration with specific solutions like Whatsapp. Non-native integrations must be set up by the tech team.

Features: 8×8 lacks features like call tagging for more efficient calling processes, call masking for protecting your personal information, and API for connecting with the tools you love. Automation tools like IVR, skill-based routing, or automated callback come only with high-tier plans. You have to pay extra to get call recording. 

Pricing

Grasshopper is often the go-to VoIP solution for smaller businesses looking for call center software to streamline their operations worldwide. But is their business model so SMB-friendly? Let’s see.

Grasshopper’s benefits

• Set up is simple and takes just a few clicks — no IT degree required. 
• The Solo pricing tier is very affordable, even for companies that are just starting. Furthermore, extensions are unlimited after you reach the Small Business service tier. 
• There is no need to purchase pricey new equipment. You can run your business from your personal smartphone while keeping it separate from the rest of your life.

Key features

• Voicemail transcription
• Custom greetings
• Simultaneous call handling 

What is Grasshopper missing?

However, Grasshopper’s simplicity has a downside: The solution lacks several core VoIP features users may expect, including:

• call recording,
• power dialers,
• and even click-to-call.

Furthermore, a few users complain that the app could benefit from deeper reporting features.

Pricing

Freshdesk is a cloud-based customer service software offering various features for managing customer inquiries and support requests. It includes a variety of channels for customer communication, such as email, phone, social media, and live chat.

Freshdesk’s benefits

• User-friendly interface and intuitive ticket management system for efficient customer service handling
• Advanced reporting and analytics tools to track and analyze customer service metrics
• Customizable workflows and automation capabilities to streamline customer service operations
• Integration with a range of popular business applications, such as Slack and Salesforce

Key features

• Ticket management: Allows support agents to track, manage and resolve customer issues effectively.
• Multi-channel support: Provides customer support via email, phone, chat, social media, and more.
• Self-service portal: Offers a knowledge base feature to enable customers to find answers to their questions.
• Automation: Provides automation tools to reduce repetitive tasks and improve agent productivity.
• Reporting: Provides detailed reports and analytics to help businesses understand their support performance and make data-driven decisions.

What is Freshdesk Missing?

While Freshdesk is a comprehensive helpdesk solution, it lacks some features that businesses may require. For example, Freshdesk does not offer an agent interface or an auto-dialer.

Pricing

Nextiva is a big player in the VoIP market, providing services to more than 15,000 customers. Nextiva is widely regarded as user-friendly — users can start calling within minutes thanks to a simple and intuitive setup process. Furthermore, the system is hosted by Nextiva, which makes maintenance of the software Nextiva’s responsibility.

Nextiva’s benefits:

Nextiva offers various advanced features, including conference calling, voicemail transcription, multi-level attendant, and much more. The provider also integrates with solutions like Zendesk, ConnectWise, or MS Teams.

Nextiva’s HIPAA-compliant virtual faxing makes it a great solution for healthcare workers. Medical employees can share information without having to worry about data breaches. 

Furthermore, 24/7 support means agents are always on hand to assist you. 

Key features

• Unlimited Calling
• Video Conference Recordings
• Mobile & Desktop Apps
• Workflow Optimization
• Omnichannel Communications

What is Nextiva missing?

Although Nextiva is a well-known VoIP solution, there are some issues you should know about when considering this provider:

• Integrations: Nextiva is missing certain integrations, like Slack or Zapier. With Zapier, users can connect their VoIP telephony system with thousands of non-native systems. 
• Prices: Many consider Nextiva’s prices high, especially for small businesses.

Pricing

Ooma is an ideal solution for smaller companies with up to 500 employees or a home phone service. It is mostly used for call logging, alerts, and escalations. 

Ooma’s benefits

• Simple set-up: you can install the phone system without any technical expertise, and it comes pre-configured.
• Feature-rich mobile app that is compatible with both iPhones and Android devices.
• Ooma’s Virtual Receptionist is a great option for managing calls for your company. You can program a personalized welcome, direct callers to various extensions, or offer a menu of choices that can direct callers to the appropriate party.

Key features

• voicemail-to-email forwarding
• caller ID or video conferencing
• desktop and mobile apps for Android and iPhone

What is Ooma missing?

Although the setup is very simple, and you can seek assistance from guides or customer support, no in-person training is involved. 

Ooma also doesn’t offer predictive dialers and telemarketing management. These features speed up your workflow and make your sales efforts much smoother. Ooma lacks reporting and analytics capabilities.

Pricing

The free version of Google Voice offers unlimited calling within the US and Canada, which is ideal for companies with a domestic client base. The provider also includes Call recording as part of all of their plans. Implementation is fairly simple, too: you can be up and running within minutes. Last but not least, Google Voice’s customer support is there for you 24/7.

Key features

• SIP Link
• Unlimited text messaging in the US
• Google Meet integration
• Google Calendar integration
• Voicemail transcription
• Call forwarding
• Multi-level auto attendant
• Ring Groups
• Advanced reporting (BigQuery)
• Ad-hoc user call recording

What is Google Voice missing?

To access Google Voice, you must have a US phone number. 

The platform also lacks popular integrations, like Slack or Zapier. 

Google Voice also has certain feature limitations. You won’t get Toll-free numbers, Smart dialer, Automated Call Distribution, Call monitoring, Contact management, IVR, or reporting and analytics.

Pricing