26 Ratings
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Score 9 out of 100
27 Ratings
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Score 7.5 out of 100

Feature Set Ratings

  • CallFire ranks higher in 2 feature sets: Call Management, VoIP system collaboration
  • Freshdesk Contact Center ranks higher in 1 feature set: Cloud PBX

Cloud PBX

7.8

CallFire

78%
8.7

Freshdesk Contact Center

87%
CallFire ranks higher in 3/5 features

Hosted PBX

6.0
60%
2 Ratings
9.0
90%
7 Ratings

Multi-level Interactive Voice Response (IVR)

9.0
90%
7 Ratings
8.0
80%
9 Ratings

User templates

7.0
70%
4 Ratings
N/A
0 Ratings

Call reports

8.2
82%
10 Ratings
8.9
89%
9 Ratings

Directory of employee names

9.0
90%
5 Ratings
8.8
88%
8 Ratings

Call Management

9.3

CallFire

93%
8.9

Freshdesk Contact Center

89%
CallFire ranks higher in 3/5 features

Answering rules

8.0
80%
7 Ratings
8.7
87%
9 Ratings

Call recording

10.0
100%
10 Ratings
9.2
92%
9 Ratings

Call park

8.5
85%
3 Ratings
8.8
88%
7 Ratings

Call screening

10.0
100%
4 Ratings
8.4
84%
8 Ratings

Message alerts

10.0
100%
5 Ratings
9.2
92%
7 Ratings

VoIP system collaboration

10.0

CallFire

100%
9.4

Freshdesk Contact Center

94%
CallFire ranks higher in 2/2 features

Video conferencing

10.0
100%
1 Rating
N/A
0 Ratings

Audio conferencing

10.0
100%
1 Rating
9.4
94%
7 Ratings

Mobile apps

8.3

CallFire

83%

Freshdesk Contact Center

Feature Set Not Supported
N/A
CallFire ranks higher in 2/2 features

Mobile app for iOS

8.5
85%
2 Ratings
N/A
0 Ratings

Mobile app for Android

8.0
80%
1 Rating
N/A
0 Ratings

Attribute Ratings

  • CallFire is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.6

CallFire

96%
15 Ratings
7.5

Freshdesk Contact Center

75%
10 Ratings

Likelihood to Renew

9.0

CallFire

90%
1 Rating

Freshdesk Contact Center

N/A
0 Ratings

Usability

CallFire

N/A
0 Ratings
8.0

Freshdesk Contact Center

80%
1 Rating

Support Rating

CallFire

N/A
0 Ratings
8.1

Freshdesk Contact Center

81%
6 Ratings

Likelihood to Recommend

CallFire

If you need to find a test candidate for your client quickly, this is one of the best ways. Pull yourself a hot list of a couple hundred potential candidates and load them in to CallFire. Then get ready to hit about 50-60 calls per hour. You should have a great test candidate for your client in about 24 hours! It's amazing how quickly you can show your clients the true speed of your company.
Read full review

Freshworks Inc

One scenario where Freshdesk Contact Center is well suited is when we have a lot of parents calling in with requests about student transcripts, and or grades, we can better interact with each caller and not have a lot of people on hold waiting for a long time. One scenario where Freshdesk might not be well suited is when callers get the chatbot more often than talking to an actual person.
Read full review

Pros

CallFire

  • CallFire provides detailed analytics that show what/when callers select within the phone system
  • The text message broadcast feature is a game changer. This allows a company to dispatch text campaigns with specific calls-to-action, with tracking analytics.
  • The voice broadcast feature allows a mass automated message to be sent to client phones. This saves a lot of time when the same notification needs to go out to multiple clients.
Read full review

Freshworks Inc

  • From this centralized help desk, we are able to allocate tickets and communicate with staff and clients via email.
  • The ability to phone a lead or customer directly from Freshdesk is fantastic.
  • Handling of waiting lines.
Read full review

Cons

CallFire

  • The services are easy to use and robust, but there is room for improvement. Unfortunately, not much has changed over the last 2 years of use. There haven't been any new features or innovations in that time.
  • API integration and automation is not easy for most folks to jump into and there is very little technical support or documentation to take advantage of such features.
  • The standard reports are generally sufficient, but there isn't any customization or intelligence available.
Read full review

Freshworks Inc

  • Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
  • The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
  • Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
  • Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.
Read full review

Pricing Details

CallFire

Starting Price

$99 per month

Editions & Modules

CallFire editions and modules pricing
EditionModules
Pro$599.001
Grow$299.002
Startup$199.003
Lite$99.004

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Freshdesk Contact Center

Starting Price

$0 per agent/per month

Editions & Modules

Freshdesk Contact Center editions and modules pricing
EditionModules
Enterprise691
FREE02
Pro393
Growth154

Footnotes

  1. per agent/per month, billed annually
  2. per agent/per month
  3. per agent/per month, billed annually
  4. per agent/per ,billed annually

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional $0

Additional Details

Likelihood to Renew

CallFire

There is no reason not to, it has proven effective in the usage
Read full review

Freshworks Inc

No answers on this topic

Usability

CallFire

No answers on this topic

Freshworks Inc

It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.
Read full review

Support Rating

CallFire

No answers on this topic

Freshworks Inc

Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.
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Alternatives Considered

CallFire

CallFire has a pricing structure that is attractive to us as a small business. The "pay as you use" options helps us keep our overhead low, especially with so many softwares already in our tech stack. It's a tremendous value for the cost!
Read full review

Freshworks Inc

Because the integration with the CRM was very bad I thought it's better to select something which has good integration with CRM. The fresh caller is available at cheaper prices and hence affordable. We get the entire call history with call recordings. Support is good in Freshcaller but can be improvised.
Read full review

Return on Investment

CallFire

  • I sent out a broadcast message pretty deep in our data base, well three years out. I had one customer come in and buy thanking me for contacting her.
  • Our holiday season was up 35% over last year, this year we used CallFire more than we did in the past.
Read full review

Freshworks Inc

  • Call logs helps analyse the interactions which each lead - helps space out if need be.
  • Follow ups are simplified due to viewing of past activity.
  • Easy integration helps in saving costs of phone calls.
Read full review

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