CloudCall Avis 62

Do not recommend, constant issues with cloudcall!

We have had the new version for 2 weeks and can honestly say there hasn't been a day where there hasn't been issues.

- Phone cuts out mid conversation
- incoming calls cannot hear me
- Support takes a while to reply

Dont get my start on the mobile app.

AVOID!

nightmare! issues with logging in, voicemail greeting being removed, support is almost unresponsive. if you are a small business owner, this is the WRONG WAY to go. choose their competitor, Ring Central. similar pricing, better features, better support

Daniel explained everything thoroughly and was available quickly for my questions. He took the time to review the application prior to submission to ensure we were on the best path towards success. Truly made this experience so easy (I have been traumatized by 10DLC in the past with other carriers) while keeping a bright, cheery attitude that kept our interactions so pleasant.

We recently signed up to CloudCall’s new o1 platform, which is still in its early stages. From an admin perspective, it's simple to use and easy to navigate, but as with any new product, there have been a few teething issues.

What’s really stood out throughout the onboarding process has been the exceptional support from Matt S. He's been incredibly dedicated, proactive, and solution-focused—resolving any snagging issues quickly and ensuring we’re kept in the loop on development progress.

The platform itself is improving regularly, thanks to a responsive development team who seem committed to addressing feedback and enhancing the experience.

Call quality and core features are solid (4/5), and while there’s still room to grow, the overall customer support experience has been nothing short of excellent—easily a 5 out of 5.

Looking forward to seeing how the platform evolves!

Customer Service: ⭐⭐⭐⭐⭐
Platform: ⭐⭐⭐⭐
Call Quality: ⭐⭐⭐⭐

The best thing about cloudcall is the day you leave. Awful product with even worse customer support. Always broke and support only ever seemed to uninstall and reinstall. If that didn't work, it would take sometimes up to a week to figure out what was going on. Constantly couldn't even dial out. So glad we left them.

I would give 0 stars if I could.

Cloudcall has managed to take the telephone, invented nearly 150 years ago, and ruin it.

The people receiving the call cannot hear anything, the person making the call cannot hear anything, the transmission is laggy, the plug-in is fixed in place and positioned right in the way of most of the contact info. Half the time it refuses to dial out, then it will refuse to hang up.

If you enjoy restarting your laptop to end a call then this is the VOIP for you.

Avoid at all costs - this will cost you far more than the price.

The worst VOIP system on the market, avoid at all costs. Support take over a day to resolve a ticket. We've had numerous call outages where their platform will not enable any inbound or outbound calls. Terrible system and 0 accountability to resolve it.

Worst phone system ever. Avoid at all costs. Constantly breaks, and impossible to get a hold of their support team.

We signed with cloud call from our previous provider due to their integration with our CRM system and within the first three months, we had 3 major outages of the classic system as well as poor audio and connection quality and I'm sorry to say the mobile phone app barely functions as a legitimate piece of garbage, let alone a mobile app. Myself and my colleague dubbed the dreadful back and forth of calls failing 'Phone Ping Pong' as we had no idea how many attempts it would take to call one another back before we eventually got bored and just called our mobile numbers.
The software itself is clunky. Requires two applications to use a softphone. One that sits in the system tray and can only be bought to the front of the screen by right clikcing it and selecting 'Show Phone' which is confusing for the average non-technical user, and then a Google Chrome extension which slows down the CRM system and Chrome as a whole.
The admin side of the portal was extremely restrictive. You can't even add extensions into call pickup groups without having to email support which is a basic functionality of any system admin portal. Changing the hours of operation was also long involved where you had to re-create the whole shedule again to update the times. We used their 'legacy' call group routing as the newer 'Call Campaigns' did not log call legs in the reports correctly, and even on the legacy setup, call pickups were not correctly logged in reporting either, so my colleagues were not getting credit for calls they picked up from other team members.
These issues were further excaserbated by a series of consistent outages. Easily had on average 1 a month during our 6 months on the platform before we terminated (Thankfully we placed a 1 year get out clause in our agreement).
They then tried to get us to move onto their new o1 platform which was going to fix the majority of the issues we faced. Only to find out, the platform does not support Deskphones?! So that was the final straw for us and we terminated and moved to 3CX, haven't looked back.
Shame, as the intergration with CRM is actually good and the project managers I worked with to get the system up and running were great. But unfortunatly I can only write this with a sour taste in the mouth.

Edit 2 (19/11/24): the new app update that is intended to fix a number of issues is now over two weeks late ....

We're two weeks into the implementation of the new 01 app that was forced onto us and we still have multiple issues and we're missing calls. Very poor.

Edit 2 (19/11/24): the new app update that is intended to fix a number of issues is now over two weeks late ....

Edit 1: we're now one month into the new app. rollout and still having problems.

Im my opinion, we're in the midst of what I think is a disgracefully bad implementation of the new app. Too little warning that it was being rolled out, no choice on the date of roll out, confusion at CloudCalls end with respect to which of our entities was being updated, later told that we could have delayed the roll out after all, awful coordination and communication throughout, little guidance on how to reconfigure settings and CloudCall seemingly not following a procedure for ensuring that all settings/configuration/files are transferred, problems still unresolved since the update and we've now been without a fully functional service for a fifth day ....

Do support or the implementation team know what they're doing?

Worst service. Worst connection. Honestly regret ever moving to Cloudcall. Constant issues. Having to basically use personal numbers because the connection is so poor. No one can hear us on the phone or it cuts out. Diversion out of hours doesn't work. No one can get through to us and we don't recieve calls our end. Having a massive impact on the business. Have nothing positive to say about them. Worked at numerous different company's on numerous different phone systems and this is hands down the worst I've ever worked with. Very helpful when they are selling a product to you that they know is not going to work as soon as you've signed the contract and gone through the 'honey moon period' they don't want to know. Emailed on Saturday because clients phoning saying phone line is dead when ringing the mainline and still no response: it's now close of business on Monday

we switched to cloudcall. Our out of hours diversion to personal number doesnt work - the out of hours to cloudcall account doesnt work - the mobile app doesn't work at all so you have to be connected to your PC to receive any calls through cloud call. Incorrect call times recorded on the call statts and no reason for this other than 'we will look into it'. Back and forth continuously with customer service which is extremely time consuming. They give you a solution and then shock doesn't work. We are terminating our contact with them due to them being unable to provide the service we was promised. I would hugely recommend never using them if you get clients and candidates ringing out of hours or have remote working and need your staff to be answering through an app when they aren't in the office. We have lost so much money due to calls not coming through to us on available weekend jobs. We passed all the connection tests prior to moving to Cloud Call too for home and office working and still the service is bad.

The support team are always quick and efficient to resolve any issues

Currently, our recruitment business relies on CloudCall, with a team of 10. While the concept of CloudCall appears promising, with its integration capabilities with CRMs, the reality falls far short of expectations. The platform consistently fails to deliver on its purported benefits, with key functions operating sporadically at best.

Issues such as unreliable call recordings in Vincere to difficulties in basic call management such as answering or hanging up. This basic function is a CONSTANT issue across all 10 users, it drives the team crazy and created huge downtime for the business.

Moreover, the support experience exacerbates these frustrations. Responses from the support team are sluggish, often routed through a cumbersome portal instead of a direct email. This elongates the process of issue resolution, as they often request time-consuming screen sharing sessions. Essentially, users find themselves investing as much time in resolving issues as the support team does during these sessions.

As an active user, I advise caution to those seeking a seamless phone system solution. While CloudCall holds promise, it currently falls far short of being a comprehensive solution.

I want to express my heartfelt appreciation to both Cloudcall's support team and David O'Reilly for their exceptional assistance. Facing persistent issue with the communicator, I reached out for help. Cloudcall connected me with David, whose expertise and dedication were invaluable. He patiently guided me through troubleshooting via TeamViewer, ultimately identifying and resolving the long-standing issue. David's professionalism and commitment to customer satisfaction are truly commendable. Thanks to his efforts, my productivity has significantly improved.

The most spectacular support. You never have to call or email multiple times, and issues are resolved promptly. We have been with CloudCall since 2017; we rely on and trust in their service.

Had great customer support experience from David O'Reilly. Straight to the point, easily fixed. Quick replies. Perfect.

We implemented cloudcall into our recruitment business as it integrated nicely to our recruitment crm. It also had call recording which would be useful.

My overall experience has been really poor and after a grand total of 1 month I have canceled my service with my phone number and all my consultants are getting the same experience so will most likely cancel for the whole business.

The general issue is with call quality and numbers not connecting, or customers not being able to hear us on the other end of the line. I think the overall experience has been awful and I can't see how this company still trades.

I would highly recommend you avoid this service if your company relys on a good quality line where you can hear customers. I feel if we had continued with the service we would have losts customers over the service.

I also feel the customer support has been clunky and when confronting them about their poor service, I'm having to pay for a month before I leave.

Cloud call works very well with our CRM, and David has always provided super quick and efficient help if I have any questions