CloudTalk vs. Rakuten Viber

Cloudtalk is by far the best value-for-price software out there for call center solutions. Packed with features, very accessible, kind and accessible customer support, and cheap, especially when compared with their competitors for the same range of features. Easy entry-level software, especially if you're a startup that doesn't want to make big initial commitments but needs a solution that scales with the business.

It's perfect for messaging and group messaging, especially when users in group are from different places, organizations... (unlike slack where you have to be member of same organization to be in same group). The video calls are the weak point of the app, so Viber is not good for conference calls, video calls and especially for group video conference calls.

Incentivized

• Very easy to setup and configure. It took literally a few minutes to start making our first calls.
• Integrates with many CRM systems. We've connected with Zendesk for calls and texts to generate tickets automatically.
• Great selection of virtual numbers for international calls.
• Great customer support team with quick replies.
• Call quality is generally good, especially for the price.

• It is very easy to use and is very user-friendly.
• You can have high quality video and audio meetings with more than 1 person.
• You can upload any type of file in Viber (video, audio, text, GIFs, PDF files).
• It is a very well known messenger so all people have access to it.

Incentivized

• A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one.
• Desktop app has had some instability issue.
• IVR needs to be self-recorded which can lead to a lower quality.

Incentivized

• As far as I can tell, Viber lacks the feature to block specific callers/numbers. I've never needed to do this, but I'd like to know I have the option.
• Viber cannot be used without wifi, so it is not possible to connect with contacts who aren't also using Viber. (Unless you want to use the paid service.)
• This isn't a major complaint, but I find the layout of Viber to be a little cluttered. Comparing it to WhatsApp, I don't find it to be quite as user-friendly, and I sometimes stumble around to find my way to a contact to call.

Incentivized

It is working and affordable

Incentivized

CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work.

They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!

I have not frequently used the support for Viber as I have not had many problems with it on my phone. I did use support one time for problems with the computer application and used the forums to solve my problems. They were fairly easy to follow and I appreciated the online help in that format.

Incentivized

It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before.

Rakuten Viber is overall the best. Hands down!!! Even though the other products have their own use and they are well functioning in the market, but Rakuten Viber is still top notch!

Incentivized

• With helping us gain a US number, it's made us able to call candidates and clients which we've completed multiple deals
• Being able to integrate CloudTalk with Salesforce, saves us a lot of time typing in numbers individually in which we can make more calls

Incentivized

• Rakuten Viber allows me to delete any type of message I've sent
• Rakuten Viber can't access or read my private conversations in the first place, Viber can't sell them.
• Hidden Chats allows me to keep whatever chats I want away from my main chat list, so they don't show up in my main chat list. Only a PIN that I set gives me access to Hidden Chats.

Incentivized