CloudTalk is a cloud-based call center solution for sales and support teams that facilitates personalized, data-driven customer interactions. It offers local, mobile, or toll-free numbers in over 140 countries and integrates with popular CRM, help desk, and e-commerce platforms.
CloudTalk comes with some valuable features for contact centers, which is why it’s a popular option for remote teams and call centers. That said, it’s far from the only solution on the market, and many customers could benefit from choosing CloudTalk alternatives instead.
This article explores top CloudTalk competitors, highlighting their key features, strengths, and weaknesses, so you can choose the one that best fits your business case.
What Are Some of CloudTalk’s Strengths?
CloudTalk stands out as a call center software due to its blend of functionality and flexibility.
Here’s a closer look at what makes it a popular choice:
- Customization power: Design call queues, flows, routing rules, and automation to efficiently direct callers and boost agent productivity. Callers reach the right department with a few clicks.
- Essential features: CloudTalk provides core contact center features like call recording, interactive voice response (IVR), voicemail, real-time customer data, power dialing, and smart dialing to optimize outbound calls.
- Performance insights: Built-in analytics help you monitor agent performance and identify areas for improvement.
- Seamless integrations: CloudTalk integrates with popular CRM and helpdesk platforms for effortless data management and a complete customer view for agents. Popular integrations include Salesforce, HubSpot, Pipedrive, and Freshdesk.
- Omnichannel communication: The platform goes beyond calls with SMS/text and mobile app support, offering customers flexibility in how they connect with your business.
- Remote-ready: CloudTalk’s cloud-based system empowers remote work, allowing agents to provide support from anywhere with an internet connection.
Why Consider CloudTalk Alternatives
Several factors can prompt businesses to look beyond CloudTalk. Here are some common reasons:
- Pricing complexity: CloudTalk’s pricing structure can be intricate, with per-user costs that might seem expensive for small companies compared to competitors.
- Limited customer support: While CloudTalk offers email support on all plans, phone support is only available on higher-tier plans. This can be inconvenient for businesses seeking more comprehensive support options.
- Slow communication: Some CloudTalk users have reported slow response times via email and challenges with canceling accounts or reaching support.
Top 6 Alternatives To CloudTalk
If you’re exploring a new contact center solution and aren’t sure that CloudTalk is the right fit, the good news is that there are plenty of alternatives on the market.
Here’s a summary table comparing the best CloudTalk alternatives:
| Solution | Starting Price | Top Use Cases | Strengths | Weaknesses |
|---|---|---|---|---|
| Nextiva | $50/user/month | All-in-one UCaaS, Call centers | Ease of use, reliability, exceptional customer support | Not just a basic call center |
| Five9 | $175/user/month | Enterprise call centers | AI/ML capabilities, advanced integrations, workforce optimization | Frequent reports of downtime, requires integrations for advanced features |
| Talkdesk | $85/user/month | VoIP call centers | Conversational AI, self-service, agent onboarding and assistance | Steeper learning curve |
| Dialpad | $80/user/month | AI-driven cloud contact center | Real-time guidance, transcriptions, open APIs | Limited video conferencing in the base plan, advanced features need integrations |
| Aircall | $30/user/month (min 3 users) | Straightforward VoIP system | Simple UI, call monitoring, CRM integrations | No video conferencing on lower tier plans, minimal customization on the base plan |
| Genesys | $75/user/month | Enterprise cloud contact center | Customizability, end-to-end CX visibility, open platform | Complexity, reports of performance issues |
Let’s take a detailed look at CloudTalk’s top 6 competitors for call centers looking for virtual business phone systems and business communication platforms.
1. Nextiva
Nextiva is a comprehensive unified communications (UCaaS) platform that goes beyond voice calls, offering features like video conferencing, team collaboration tools, and SMS/text messaging. It recently acquired Thrio, a leading contact center platform, to integrate AI-powered functionalities.
Key features
Some key standout features of Nextiva include:
- High-definition voice and video calling: Crystal-clear audio and seamless video conference calls foster impactful communication and collaboration across teams.
- Team collaboration tools: Nextiva integrates features like instant messaging and project management tools, streamlining internal communication and project workflows.
- SMS/text messaging: Engage with customers directly through text messages, offering a convenient and immediate communication channel.
- Intelligent call routing: Advanced call routing options include skills-based routing that directs inbound calls to agents with the most relevant expertise, which improves resolution times and customer satisfaction.
- Conversational AI: Uses AI in its Interactive Voice Response (IVR) system to understand customer inquiries and direct them appropriately.
- Workforce management: Helps with agent scheduling, performance tracking, and quality monitoring, ensuring optimal staffing levels and efficient agent performance.
- Analytics and reporting: Provides valuable data and reports on call center performance, helping businesses identify areas for improvement and optimize their operations.
Key strengths
Beyond its feature set, Nextiva boasts several strengths:
- Unmatched user experience: Nextiva is known for its intuitive and user-friendly interface, making it easy for teams to adapt and leverage its functionalities.
- Exceptional reliability: The platform prioritizes uptime, delivering high service availability (99.999%) and consistent high-quality call connections.
- Top-tier customer support: Nextiva receives consistent customer reviews for its readily available and helpful customer support team, ensuring you receive prompt assistance whenever needed.
Best for: Businesses of all sizes that need comprehensive unified communications with cloud-based call center functionality.
Considerations: While Nextiva caters well to businesses of all sizes, its pricing structure might be less competitive for users seeking a strictly basic call center solution.
2. Five9
Five9 is a prominent cloud-based software provider offering a comprehensive contact center solution. Their platform enables businesses to manage customer interactions across multiple channels, including voice, email, chat, social media, and SMS.
Key features
Some of its top features include:
- AI-powered call summaries: Automatically generate summaries of customer calls for faster review, improved agent training, and deeper customer insights.
- Workflow automation: Automate mundane tasks and streamline workflows to enhance agent efficiency and free up time for more complex customer interactions.
- Machine learning predictive dialing: Optimize outbound calling efforts by predicting when agents will most likely connect with live customers.
- Real-time analytics and quality assurance: Gain real-time insights into agent performance and call center operations.
Key strengths
Businesses who choose Five9 can benefit from the following strengths:
- Sophisticated feature set: Five9 offers a comprehensive suite of features that cater to advanced contact center needs, including AI functionalities and robust analytics.
- Omnichannel communication: Facilitates seamless customer interactions across various channels, ensuring consistent and positive experiences.
Best for: Five9 is well-suited for midsize to large call centers prioritizing AI/ML capabilities and third-party integrations.
Considerations: Some users report occasional downtime issues with Five9. Its feature richness might necessitate a steeper learning curve for some teams, and pricing may be a factor for budget-conscious businesses.
3. Talkdesk
Talkdesk is a global contact center solution known for extensive AI functionality across various aspects of customer service, from self-service options to agent support and customer experience analysis.
Key features
Some of Talkdesk’s standout features include:
- Real-time agent support: Talkdesk equips agents with real-time coaching and guidance during calls, using AI to suggest appropriate next steps and optimize performance.
- In-depth data analytics: Gain comprehensive insights into agent performance, call center operations, and customer interactions with the software’s robust data analytics tools.
- Workflow automation: Self-service solutions powered by generative AI and no-code AI tools help automate workflows, boosting agent productivity.
Key strengths
Talkdesk’s most significant strengths include:
- Customizability: Businesses can tailor Talkdesk to their specific needs by customizing call flows, menus, and agent scripts.
- Integrations: Talkdesk integrates with many CRM and helpdesk applications.
- AI focus: The platform integrates AI throughout the customer service journey, from self-service options to agent support and analytics.
Best for: While there are debates about the efficacy or use cases of contact center AI, Talkdesk is best for companies looking to leverage AI/automation to empower live agents.
Considerations: Talkdesk, with its AI functionalities, might have a steeper learning curve compared to simpler solutions. Pricing might also be a consideration for some businesses.
4. Dialpad
Dialpad is another AI-focused contact center solution offering omnichannel functionality. The platform offers live coaching and call sentiment analysis through AI features.
Key features
Some of Dialpad’s standout features include:
- AI-powered call transcription and coaching: Dialpad uses AI to transcribe calls in real time, allowing for easier review, agent training, and performance evaluation. AI also offers real-time coaching suggestions to agents during calls.
- Live call coaching: Managers can monitor calls and provide live coaching to agents in real time.
- Omnichannel support: The platform goes beyond traditional phone calls, offering SMS/text messaging and web chat functionalities for customers to connect with your business.
Key strengths
Dialpad stands out for its:
- AI-powered features: AI for tasks like smart call routing and bot-assisted chat improves efficiency and customer experiences.
- Scalability: The cloud-based platform adapts to growing businesses, supporting a wide range of user phone numbers.
- Contact center features: Offers advanced features like automatic call distribution and real-time analytics, ideal for businesses needing robust contact center capabilities.
Best for: Businesses wanting to lean into AI-based VoIP or virtual phone systems, particularly if Dialpad’s integrations are already in their tech stack.
Considerations: While Dialpad offers strong integrations, some advanced features, like scheduling meetings, require additional subscriptions to third-party calendar tools (e.g., Google Workspace or Microsoft 365). This can add to the overall cost depending on your specific needs.
5. Aircall
Aircall is another CloudTalk competitor worth considering, particularly if you’re looking for a relatively straightforward VoIP system. It was designed with sales and customer support teams in mind.
Key features
Some of its standout features include:
- Straightforward user interface: Boasts a simple and intuitive interface, making it easy for teams to learn and adopt, especially for new cloud-based call centers.
- Reliable CRM integrations: Integrates seamlessly with popular CRM platforms.
- Scalability with add-ons: Offers a scalable solution, with the option to add on features like AI-powered functionalities and advanced analytics as your business needs evolve.
Key strengths
- Cost-effectiveness: Compared to traditional phone systems, Aircall offers potentially lower costs, offering flexible pricing plans.
- Improved collaboration: Aircall facilitates seamless internal communication and collaboration, making it easier for geographically dispersed teams to work together.
- Focus on customer experience: Integrations with CRMs and features like call routing and analytics empower teams to deliver a better customer experience.
Best for: Small businesses needing a straightforward VoIP phone system with call monitoring/reporting.
Considerations: Aircall’s Essentials plan, with a minimum requirement of three users, might not be suitable for very small teams. Additionally, the Essentials plan offers limited customization options and excludes video conferencing features, which might be limiting for some businesses.
6. Genesys
Genesys offers omnichannel CS solutions, cloud and AI technology, and flexibility to customers looking for a VoIP platform. Its contact center software offers cloud telephony for voice and digital services.
Key features
Some of the platform’s highlight features include:
- Predictive web engagement: AI anticipates customer needs on your website and proactively engages them with chatbots or targeted assistance, minimizing wait times and streamlining the customer journey.
- Conversational AI: AI-powered chatbots can handle basic inquiries and resolve simple customer issues.
- Agent Assist and Speech Analytics: Empowers agents with real-time AI suggestions and insights gleaned from speech analytics to improve communication effectiveness.
- Omnichannel customer journey management: Facilitates seamless customer interactions across various channels, including phone calls, chat, email, social media, and web messaging.
Key strengths
- AI-powered automation: Chatbots, self-service options, and intelligent routing boost efficiency and improve customer experiences.
- Data-driven insights: Comprehensive analytics empowers businesses to understand customer behavior, identify trends, and optimize their contact center operations.
- Scalability and customization: Genesys caters to businesses of all sizes, with the ability to scale to meet growing needs and extensive customization options to tailor the platform to specific requirements
Best for: Enterprise businesses looking for a unified, AI-driven cloud contact center solution with plenty of functionality and integration options.
Considerations: Some customer reviews mention occasional reliability and performance issues with Genesys, such as dropped calls or lag. Its extensive feature set might be overwhelming for businesses seeking a simpler solution, and pricing might be a factor depending on the specific features required.
Key Takeaways on Choosing the Best Solution
There is no one-size-fits-all. But taking a structured approach to evaluate your current and future needs across factors like features, UX, integrations and pricing will help identify the call center solution that aligns best with your organization’s goals.
Here are some key takeaways to take home.
- Define your must-have features and prioritize pricing, ease of use, advanced capabilities like AI/automation, third-party integrations, and scalability needs.
- For very small teams or basic call center needs, simpler VoIP solutions like Nextiva Essentials or Aircall could be a good fit at a lower cost.
- If AI-driven capabilities like conversation intelligence, real-time analytics, smart routing, and self-service are paramount, evaluate Nextiva contact center, Dialpad, Five9, Talkdesk, and Genesys.
- For larger enterprise deployments requiring deep customization, open APIs, and end-to-end CX visibility across channels, Genesys and Five9 provide those robust, albeit more complex platforms.
- Pay close attention to reliability, uptime, and performance based on user reviews. Solutions like Nextiva received exceptional reviews, while Five9 had multiple complaints about frequent downtime.
- Make integrations with your existing CRM, business tools, and cloud platforms a key criterion. Aircall, Dialpad, and Five9 stand out for their pre-built integration marketplaces.
- Don’t overlook the user experience and the learning curve for agents and admins. Nextiva, Aircall, and Dialpad are highlighted for their simplicity and ease of use.
- Map out your long-term growth path and consider scalability. While more stripped-down initially, some solutions like Dialpad allow scaling up affordably with add-ons.
- For companies dealing with sensitive customer data, evaluate security robustness. Nextiva, Genesys, Five9, and Talkdesk have stringent security certifications like HIPAA, PCI-DSS, and SOC compliance.
- If possible, take advantage of free trials or demos to properly test out the top contenders’ software, integrations, and experience in your specific environment before deciding.
The Verdict: Why Nextiva Wins
There are plenty of solid options when you’re considering CloudTalk or any of its competitors. Ultimately, every call center should review the options and choose the tool that best meets its immediate and future needs.
That said, Nextiva is the best CloudTalk alternative as a call center solution, offering a strong balance of core essential functionality, advanced features, and scalability all at an affordable price point.
Call centers often choose Nextiva’s UCaaS system for the following reasons:
- Easy to use and manage: Its intuitive, user-friendly interface eases adoption, and it is ideal for smaller teams.
- Top-notch support: Reliable assistance and a dedicated account manager ensure smooth operation regardless of the cost of your plan or your number of users.
- Strong uptime: Its 99.999% uptime and consistent high call quality ensure an excellent customer experience.
- All-in-one features: It offers VoIP, CRM integration, automation, and more all in one convenient platform.
- Good scalability (SMB-friendly): It offers tailored features and pricing for manageable growth regardless of your contact center headcount.
- Cost-effective alternative: It is affordable compared to complex enterprise solutions.
- Unlimited calling: There’s no need to track minutes, inbound vs. outbound call capacity, or utilization rates; just focus on providing the best service possible.
- World-class streamlining and integrations: It simplifies communication workflows to improve contact center agent efficiency.
When choosing a contact center solution, make sure you consider the features you need — not just the ones that sound impressive. Many call centers benefit from a well-rounded UCaaS system that has the essential features they need and reliable performance.
