CloudCall Avis 62

CloudCall have been our chosen VOIP provider for some time now, they fully integrate with our CRM, which is really handy. The interface isn't the flashiest but they are currently working on a new solution I believe. That being said, it works well, which is all you really need!

The biggest plus is our account manager - Jon. He is superb, always on hand and has also negotiated a great deal with our package. Regularly checks in and goes above and beyond.

Support is non-existent. The support tickets go unanswered for over 4 days, no response to emails, phone support line, tickets...now i want to stress that this is the result EVERY time you need assistance. Our phones, ques, sms both inbound and outbound stop functioning often and despite how urgent that matter is for any business they do not have a support system to help you back up on time. They do not care if your business is negatively impacted by their lack of support. We have been with them 3 years and now we must leave because it keeps getting worse. I'm currently still waiting on support tickets to be answered from days ago.

Been with them for 3 years. Wow, awful. Avoid like the plague. Rope you into auto-renewals. Ridiculously expensive. Two phones on your computer? Very odd. Clunky system and minimal support. But the worst of it all is the call quality. Seriously bad!

we have enjoyed many of the features, it has been overly complicated though setting up new phones and taken a lot of time, Some of our polycoms needed to be re-programmed and this was complicated so understandably took a lot of time. One of the reasons we joined Cloudcall was for the integration with our CRM Chameleoni. At the moment we only have that integration for outgoing calls and there seems to be a problem with not having the pop-up from incoming calls to be able to identify incoming calls. Cloudcall has been looking at this for 2-3 months and we are still waiting for a solution which I can hopefully update on this review.

Cloudcall replaced Horizon as our phone system and despite Horizon being riddled with issues that could have supposedly been fixed by Cloudcall, it has only added new problems and is a far far worse experience, mirrored by everyone at our company who uses the software.

Besides the app crashing and dropping calls constantly, many of the features don't work as intended, and the user interface is diabolical. For example, when making calls, the software imitates you recieving a call from the person who you're trying to call, which you then have to answer in order to connect. Apparently this is by design. If you are logged in on your mobile, this means you will recieved a call on both your computer and mobile at the same time. Why? I've never seen this before.

Cloudcall is meant to recognise numbers on your screen so you can just press the number and it will automatically dial rather than copy and pasting. This works infrequently enough to avoid trying in the first place. It also picks up numbers that aren't phone numbers. If there isn't a country code it will make an assumption which is usually wrong.

The volume is always very very quiet, despite all the system settings being adjusted as instructed in the hour long introduction call we all had at the begginning of the rollout. There doesn't appear to be any way to fix this. If you need a whole hour to explain how to setup and use a phone, it's too complicated.

Beyond that, there are hundreds of little annoyances that make life difficult within the software. Just horrible to use.

I have no idea what the point of this softare is honestly, there were a number of features that were advertised, which had they have been implemented properly would have been good, but none of them actually work. A physical desk phone would be 1000x better than this.

Genuinely the worst communication software money can buy. If I could give it 0 stars I would, and I know I’m not alone.

It seems like they've put a lot of time and creativity into making calls fail in every possible way you can imagine. It's a fun game to play, trying to guess how each phone call will disappoint you. Whether it's because calls won't dial out, there's audio lag, calls randomly drop, or (my personal favorite) you click on a number in your webpage and it calls the wrong number. The texting user interface is also horrendous and basically unusable.

Integrations with Bullhorn (and I imagine other CRMs) are unreliable. Even if integrations worked well, it still wouldn't be worth it. I'd rather have a working phone.

Awful.

I rarely leave reviews, but moving to cloud call has been an absolute disaster.

If it worked it would be great, but it doesn't. 400% increase in price on our previous provider.

Issue after issue. Getting the basics right would be a great start, for example, being able to answer phone calls, being able to make a phone call where it doesn't cut off, or where the person on the other end of the phone can hear you.

Aside from this, they charge a hefty installation fee then just send you a load of PDF's to read through, some of them 50+ pages. A lot of which refer to products which are outdated or are no longer available. There are so many issues I could write about but I've wasted enough time already.

If you contact customer service, they take zero ownership of the fault being their end, that would be the last resort, they will blame your network, PC, headset, everything they can before admitting fault. That or they will direct you to a training portal full of outdated videos.

One month in and it's been a complete shambles. No way out of the contract though. Stuck with them for three years. But told not to worry as they are doing their best to resolve the problems.

We have had Cloudcall for around 7 months now and it is starting to cost our business money due to its inability to connect, and answer calls. When you are lucky enough to connect, the calls often drop out after 3/4 minutes.
Support is nothing short of useless. They continuously tell you that the issue lies with the customer and stop responding when you ask for the issues to be escalated.
DO NOT USE.

Terrible, calls drop. issues with connection - probably speak to support at least twice week at the moment

If i could give 0 stars i would.

Sell you the dream, awful chrome extension. calls cut out after 5 minutes. I waited 5+ days for responses from tickets, with two times not even responding to issues.

DO NOT USE.

We have had the cloudcall Salesforce integration for a number of years now. We have found the connectivity within the call panels sporadic and slow across our whole team. We have reached out to technical support a number of times; assured of a return call that does not happen. As has been mentioned similarly by others, this integration is key to our telephony and feel that the poor rectification of issues is presenting a real problem for our business processes.

Communicator doesn't work properly. Chrome extension is horrible

I've contacted cloud call UK and i chose the package that i need for my company
After paying the package payment no one answered my emails or my calls
I've tried to call the company several times but still no one answers!
There customer support is really poor and their team is really unprofessional and helpful at all
İ don't recommend working with them

User experience is poor - the softphone is not user friendly, the login process is over complicated and the SMS system does not notify you, when you receive a message (you have to keep checking your inbox).

Setting up new users takes an unusually long time.

The language capabilities of our Account Manager are poor, you need to be a cryptographer to interpret their emails.

Look at Fuze, it's a lot better

Great experience from the start and going forwards.
3 offices in 3 different countries are up and running with CloudCall. Seamless integration with our CRM allows a more productive work environment

We chose CloudCall back at the end of 2019 and it certainly was instrumental in ensuring our business was able to continue and grow through 2020. The integration with Bullhorn has been a key component, ensuring that our users are logging their communication with our clients and customers. No issues with call quality and most importantly, it's simple to use for everyone in the business.

As a company we found this a real easy software to get used to, the customer service when working from home and having 'teething' issues were second to none and we love that it links to our CRM and are able to listen to calls in real-time.

Zero complaints at this point. Really thankful for this software being a part of my business.

Fantastic, as above the customer service were always extremely helpful and explained everything that was going on behind the scenes as well as fixing any problems we came across.

So i opted for cloudcall when i discovered Voip. Voip was essential for me, as due to the pandemic, i amongst many had to work from home.

Working from home has never been so easy as i can now maximise time and effort by using my PC for everything and working remotely. It was easy to use, and the support from the sales staff was very helpful.

Fully recommended.

Worst customer service I have experienced. Been looking at leaving for a while but our CRM is integrated. Several meetings with Account Managers and more senior people have done nothing to improve anything. Real drain on time and staff efficiency.