Cloudset
Cloudset is a London-based SaaS company that builds Agent Navigation products (Flowset, Formset, Performset) exclusively for Zendesk, serving regulated mid-market and enterprise support teams of 50–500 agents via per-agent subscriptions and Zendesk Marketplace distribution.
- Company typePrivate
- Founded2009
- HeadquartersLondon, United Kingdom
- Headcount1–10
- GTM typeB2B
- OfferingSoftware
What Cloudset does
Cloudset Limited is a London-based, privately-held SaaS company founded in 2009 (originally as Coherence Design) that builds Agent Navigation products exclusively for the Zendesk platform. Its product suite comprises three core apps — Flowset (navigation maps engine for guided agent workflows, $14/agent/month), Formset (dynamic context-aware forms, $8/agent/month), and Performset (custom SLA/OLA metrics enforcement, $20/agent/month with mandatory consulting-led onboarding) — together with two pre-configured Solution Apps (KYC for Zendesk and Employee Onboarding Navigation) that bundle Flowset with Sumsub identity verification. Technically, Cloudset operates at the metadata level inside Zendesk (customer data does not leave the Zendesk environment), and in 2025 extended Flowset with iPaaS integration capabilities through Appmixer to support more complex multi-system workflows. The company has been an Official Zendesk Technology Partner for 15+ years, holds SOC 2 Type II certification, and is GDPR compliant.
Cloudset sells primarily through the Zendesk App Marketplace (self-service, 14-day free trials on most apps) and through direct sales-assisted consultation for enterprise deployments, with Zendesk itself referring customers with capability gaps to Cloudset. Revenue is generated via per-agent monthly subscriptions for core products, a hybrid credit-based pricing model for Flowset Solutions (Foundation $100/mo, Growth $500/mo, Enterprise $1,000/mo with overages), usage-based overage charges, and professional services for Performset and complex Flowset implementations. Target customers are mid-market and enterprise support/operations teams of 50–500 agents in regulated industries (financial services, SaaS, healthcare, energy) and employee services functions where multi-step compliance-bound workflows are common. The customer roster includes PwC, Twilio, ExpressVPN, Imperial Brands, ABBYY, DonorsChoose, Cambridge University Press & Assessment, Arriva, Fontem Ventures, Mediaocean, SodaStream, EagleEye, Intercept Music, and Stova.
The company is bootstrapped/independently owned (no disclosed venture funding), operates with a team of 1–10 employees (founder/CEO Graham Robson, Engineering Director Alan Byrne, Senior Software Engineer Simon Pledger, QA Engineer Vinny Locke, Compliance Officer Sara Liddle, and Board Advisor Vince Postill), and is registered in England and Wales (company number 04399183) at 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. Cloudset also partners with AWS (cloud infrastructure), Fastly (CDN/performance), Stripe (payments), and a small network of implementation/SI partners (Ventrica, Route101, Premium Plus, LaPlante Management).
Cloudset firmographics
Firmographics- Name
- Cloudset
- Legal name
- Cloudset Limited
- Website
- https://cloudset.net
- Company type
- Private
- Founded year
- 2009
- Operating status
- Operating
- Headcount range
- 1–10 employees
- Short description
- Cloudset is a London-based SaaS company that builds Agent Navigation products (Flowset, Formset, Performset) exclusively for Zendesk, serving regulated mid-market and enterprise support teams of 50–500 agents via per-agent subscriptions and Zendesk Marketplace distribution.
- Ownership category
- akta.pro rank
Cloudset industry classification
Industry- Product category
- Customer Service Workflow Software
- NAICS
- Software Publishers (5132), Computer Systems Design and Related Services (54151)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Programming Services (7371)
- akta.pro primary industry
- Cloud Managed Services (Operations, Monitoring, Patching) (BPAEACAF)
- akta.pro secondary industries
- Cloud Strategy, Assessment & Roadmap (BPAEACAA), Cloud Compliance, Audit & Continuous Controls Monitoring (CCM/GRC) (HDABAHAI)
Keywords
Where Cloudset is headquartered
LocationHeadquarters
- HQ city
- London
- HQ country
- United Kingdom
- HQ region
- Europe
Offices1 record
Markets served
Cloudset business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Personnel, Technology or R&D, Infrastructure, Operations, Marketing or Sales
Revenue model
- Per-Agent Subscription (Formset, Flowset): Monthly subscription pricing per agent for core navigation products. Formset at $8/agent/month, Flowset at $14/agent/month. Sold directly via Zendesk Marketplace with monthly or annual billing options.
- Per-Agent Subscription with Onboarding (Performset): Performset priced at $20/agent/month plus mandatory consulting-led onboarding fees. Requires professional services engagement for implementation.
- Flowset Solutions (KYC, Employee Onboarding): Value-based pricing using committed credits per month plus overage model. Foundation tier at $100/month, Growth at $500/month, Enterprise at $1,000/month. Credits used for micro-service workflows like identity verification checks.
- Usage Overage: Overage charges when usage exceeds committed credit allowances. $1 buys 100-110 credits depending on plan tier, with overage rates based on check complexity (Simple $2-5, Medium $2.60-3, Complex $3.90-5).
- Professional Services: Consulting-led implementation services for Performset and complex Flowset deployments. Consulting Terms and Conditions document outlines fee structures for implementation projects.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| Per seat | Monthly | Formset - Dynamic forms at $8/agent/month |
| Per seat | Monthly | Flowset - Navigation Maps at $14/agent/month |
| Per seat | Monthly | Performset - SLA Management at $20/agent/month + onboarding |
| Hybrid | Monthly | Flowset Solutions Foundation - $100/month + overages |
| Hybrid | Monthly | Flowset Solutions Growth - $500/month + overages (Most Popular) |
| Hybrid | Monthly | Flowset Solutions Enterprise - $1,000/month + overages |
Go-to-market motion3 records
Distribution channels4 records
Marketing channels7 records
Cloudset product offering
Product offeringCore offering
Cloudset develops and sells three Agent Navigation products—Flowset, Formset, and Performset—that operate as native apps inside the Zendesk customer service platform, providing guided workflows via Navigation Maps, dynamic context-aware forms, and custom SLA/OLA metric enforcement. The company also offers pre-configured Solution Apps for KYC verification and Employee Onboarding built on its core products with integrated Sumsub identity verification, delivered via per-agent-per-month subscriptions plus usage-based credits.
Product overview
Cloudset offers a platform of three core Agent Navigation products (Flowset, Formset, and Performset) that work independently or together to provide complete Agent Navigation within Zendesk. Flowset serves as the Navigation Maps Engine for guided workflows; Formset provides dynamic context-aware forms; and Performset enforces custom SLA/OLA metrics. The company also provides pre-configured Solution Apps (KYC for Zendesk Navigation and Employee Onboarding Navigation) built on Flowset with Sumsub identity verification integration. The platform is priced per-agent per-month for core products, with Solution Apps using a credit-based model with committed monthly spend plus overages.
Differentiator
Problem solved
Functional benefit
Products and services
- Flowset Navigation Maps Engine that transforms complex processes into interactive journey maps for agents within Zendesk. Supports linear and parallel step sequences, decision trees, dynamic branching, data capture/validation/synchronisation, guidance notes, and dynamic comment insertions.
- Formset Dynamic forms that adapt based on Navigation Maps, revealing required fields as agents progress through each step. Provides hide, expose, and disable field controls; granular field option display; complex selection conditions; global and granular mandatory field settings; and multiple app locations.
- Performset Custom SLA/OLA management metrics that measure adherence to Navigation Maps. Includes standard and custom metric types, flexible triggering and satisfaction conditions, flexible pauses and post-solve continuation, real-time alerting and pre-warning, plus operational and performance dashboards.
- KYC for Zendesk Navigation Pre-configured customer onboarding Navigation Maps with identity verification checkpoints, Sumsub integration for KYC verification, and automatic compliance reporting.
- Employee Onboarding Navigation Multi-step, multi-stakeholder employee provisioning solution with document verification workflows calibrated to compliance standards using Sumsub services.
Quantifiable outcome
- 30% cost reduction
- +4 more outcomes
Companies that use Cloudset
Customer profileNamed customers15 records
Segments6 records
Ideal customer profiles2 records
Cloudset technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Integration4 records
Feature5 records
Cloudset partnerships and signals
Strategic signalPartnerships
Seven partnerships are on record, tiered core and minor.
- SumsubcoreStrategic partnership for identity verification integrated into Navigation workflows. Enables KYC for Zendesk and Employee Onboarding solutions with Sumsub's identity verification and liveness detection services.
- ZendeskcoreOfficial Zendesk Technology Partner since 2009 - one of the longest-standing partners. Cloudset builds exclusively for Zendesk, operating at metadata level within the platform. Zendesk refers customers directly to Cloudset for gaps in native capabilities. Partnership has continued for 15+ years.
- Amazon Web Services (AWS)coreCloud infrastructure provider. All Cloudset services run on AWS cloud. AWS provides security measures, DDoS protection via AWS Shield, and infrastructure monitoring.
- VentricaminorTrusted expert partner delivering customer solutions. Part of Cloudset's network of trusted partners helping deliver and underpin technical capabilities.
- Route101minorTrusted expert partner delivering customer solutions. Listed as part of Cloudset's partner network.
- Premium PlusminorTrusted expert partner delivering customer solutions. Listed as part of Cloudset's partner network.
- LaPlante ManagementminorTrusted expert partner delivering customer solutions. Listed as part of Cloudset's partner network.
Scale indicators6 records
Recent moves6 records
Expansion highlights6 records
Cloudset competitors and assessment
Company assessmentEmerging players
- Celonis: Celonis is the category leader in process mining and intelligence, adjacent to Cloudset's 'Navigation Maps' positioning. As customers evaluate process-mining-driven optimization versus deterministic navigation, Celonis frames the category-defining alternative in the same regulated-workflow buyer conversations.
Direct peers
- Guru: Guru is an enterprise knowledge management platform with a Zendesk integration that helps agents surface the right content during support interactions. It overlaps with Flowset's guidance use case from a knowledge-base rather than navigation-map angle.
- SweetHawk: SweetHawk builds Zendesk App Marketplace apps including custom forms, ticket management, and SLA tooling. It is the closest direct competitor to Formset and Performset on marketplace ranking and target customer overlap.
- Cresta: Cresta delivers real-time AI agent coaching and process guidance for sales and customer service teams. Like Cloudset, it specializes in guiding agents through complex workflows to improve compliance and outcomes; Cresta's category trajectory directly informs how Cloudset's deterministic-navigation positioning is viewed by the market.
- Balto: Balto provides real-time AI-guided conversation coaching for contact-center agents — the same 'agent guidance' core use case that Cloudset's Flowset addresses within Zendesk. Both vendors compete to be the de facto agent-navigation layer for enterprise support organizations.
- EvaluAgent: EvaluAgent is a contact-center quality assurance and performance coaching platform with Zendesk compatibility. It competes for the same operations-led buyers evaluating Performset and other agent-performance tools inside Zendesk.
- Capacity: Capacity is an AI-driven customer service automation platform with a Zendesk marketplace integration. It directly competes with Cloudset's positioning for AI-guided workflow automation on the Zendesk platform.
- Klaus: Klaus is a CX quality assurance platform with a native Zendesk marketplace integration and overlapping customer segments. It competes with Cloudset's Performset for ownership of agent-performance and SLA workflows inside Zendesk.
- PlayVox: PlayVox is a workforce engagement management (WEM) and quality assurance suite for contact centers with native Zendesk compatibility. It overlaps with Performset's SLA / performance tracking and Klaus's QA benchmarking niche.
Broad incumbents
- Forethought: Forethought is an AI customer service suite used by enterprise CX organizations. It competes with Cloudset at the 'AI-guided agent assistance' layer but operates as a broader platform across multiple CRMs and helpdesks, not specialized to Zendesk.
Market position
Strengths4 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights7 records
Customer concentration
Cloudset social profiles
Digital presenceCloudset compliance and trust
Trust signalCompliance3 records
Cloudset financial estimates
Financial estimateRevenue estimate
Valuation estimate
Cloudset leadership team
Management profileNumber of profiles
Profiles6 records
Cloudset funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Cloudset M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Cloudset
What does Cloudset do?
Cloudset develops and sells three Agent Navigation products—Flowset, Formset, and Performset—that operate as native apps inside the Zendesk customer service platform, providing guided workflows via Navigation Maps, dynamic context-aware forms, and custom SLA/OLA metric enforcement. The company also offers pre-configured Solution Apps for KYC verification and Employee Onboarding built on its core products with integrated Sumsub identity verification, delivered via per-agent-per-month subscriptions plus usage-based credits.
Is Cloudset a public or private company?
Cloudset is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was Cloudset founded?
Cloudset was founded in 2009. It employs 1 to 10 people.
Where is Cloudset based?
Cloudset is headquartered in London, United Kingdom, in the Europe region.
How does Cloudset make money?
Five revenue lines are on record. Per-Agent Subscription (Formset, Flowset) is the primary driver. The others are per-Agent Subscription with Onboarding (Performset), flowset Solutions (KYC, Employee Onboarding), usage Overage and professional Services.
Who are Cloudset's main competitors?
Celonis is listed as an emerging player. Direct peers are Guru, SweetHawk, Cresta, Balto, EvaluAgent, Capacity, Klaus and PlayVox. Forethought is listed as a broad incumbent.
Does Cloudset have an API?
No public API is recorded for Cloudset.
What industry is Cloudset in?
Cloudset's product category is Customer Service Workflow Software. Its primary akta.pro industry code is BPAEACAF, Cloud Managed Services (Operations, Monitoring, Patching), with a secondary code of BPAEACAA, Cloud Strategy, Assessment & Roadmap. Its NAICS code is 5132 and its SIC code is 7372.