Purpose CloudTalk is a cloud-based call center software and business phone system designed for sales and support teams, helping them make outbound calls to and answer calls from customers by phone. It can direct numbers to a human team, AI voice agents, or both at the same time with automatic rotation, to reduce the risk of being flagged as spam calls. The platform claims to have served over 40,000 sales and support teams, with more than 1 billion calls cumulatively handled.
Key capabilities
- Local numbers: Provides local numbers in over 160 countries and regions, supports number porting from any carrier, and can instantly obtain new numbers from inventory.
- Smart routing and call management: Supports IVR, skills-based routing, queues and transfers, an outbound power dialer, call recording, and real-time monitoring. Calls can be routed by time, queue depth, or task, and real-time transfers between humans and AI are supported.
- AI voice agents: Voice agents can be built for after-hours answering, lead qualification, and follow-up campaigns. AI agents use the same queues, integrations, and local numbers as human teams, support more than 70 languages/accents, can answer based on a knowledge base you build yourself, can transfer to a human without hanging up when they cannot handle something, and stay on the line until a human picks up.
- Multichannel: Includes SMS and WhatsApp.
- Integrations and automation: Over 100 built-in integrations, covering CRMs, helpdesks, recruiting systems, etc.; many CRM integrations support two-way sync, and calls, recordings, and transcripts can be automatically written to contact records. It also offers an API, Zapier, Make, and its own workflow automation builder.
How to use Users can set up numbers, queues, routing rules, and dialers within the same platform, and build AI voice agents. Plans include call packages, and domestic calls are not billed separately beyond the license. AI voice agents are an add-on and are billed separately by the minute. Users can first learn about the full functionality of the dialer, AI agents, call intelligence, routing, and CRM sync through a self-guided tour.
Use cases The main scenarios mentioned in the documentation include: after-hours calls, overflow calls, first-touch leads, follow-up work with no one handling it; inventory inquiries during promotional peaks, transferring requests for refunds without approval authority, sending logistics tracking SMS, and claims for parcel exceptions. It is suitable for sales and support teams that frequently communicate by phone and need to make outbound calls to multiple countries/regions at the same time, and can start with a single user.
Limitations and notes
- AI voice agents are not required; customers can use CloudTalk solely as a phone system.
- AI agents are billed separately by the minute, and the free trial provides 50 minutes of AI call time.
- The phone system offers a 14-day free trial with no credit card required; monthly billing can be canceled at any time on the billing page, while annual billing is a 12-month commitment with a per-seat cost about 30% lower.
- Number portability is usually possible, but it must be confirmed in advance; you can continue using your original carrier during the transfer, and the transfer time depends on the original carrier, with the fastest being about two weeks.
- All plans include onboarding assistance, and some plans include a dedicated account manager.
- Activation of calls can usually be completed the same day: numbers can be obtained from inventory without waiting, and the trial version includes Expert features, call credits, and up to 3 numbers.
