Top Rated
67 Ratings
Top Rated
67 Ratings
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Score 7.6 out of 100
27 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Cloud PBX

    CallRail

    Feature Set Not Supported
    N/A
    8.7

    Freshdesk Contact Center

    87%
    Freshdesk Contact Center ranks higher in 4/4 features

    Hosted PBX

    N/A
    0 Ratings
    9.0
    90%
    7 Ratings

    Multi-level Interactive Voice Response (IVR)

    N/A
    0 Ratings
    8.0
    80%
    9 Ratings

    Call reports

    N/A
    0 Ratings
    8.9
    89%
    9 Ratings

    Directory of employee names

    N/A
    0 Ratings
    8.8
    88%
    8 Ratings

    Call Management

    CallRail

    Feature Set Not Supported
    N/A
    8.9

    Freshdesk Contact Center

    89%
    Freshdesk Contact Center ranks higher in 5/5 features

    Answering rules

    N/A
    0 Ratings
    8.7
    87%
    9 Ratings

    Call recording

    N/A
    0 Ratings
    9.2
    92%
    9 Ratings

    Call park

    N/A
    0 Ratings
    8.8
    88%
    7 Ratings

    Call screening

    N/A
    0 Ratings
    8.4
    84%
    8 Ratings

    Message alerts

    N/A
    0 Ratings
    9.2
    92%
    7 Ratings

    VoIP system collaboration

    CallRail

    Feature Set Not Supported
    N/A
    9.4

    Freshdesk Contact Center

    94%
    Freshdesk Contact Center ranks higher in 1/1 features

    Audio conferencing

    N/A
    0 Ratings
    9.4
    94%
    7 Ratings

    Attribute Ratings

    • CallRail is rated higher in 2 areas: Usability, Support Rating
    • Freshdesk Contact Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.0

    CallRail

    70%
    32 Ratings
    7.5

    Freshdesk Contact Center

    75%
    10 Ratings

    Usability

    8.6

    CallRail

    86%
    6 Ratings
    8.0

    Freshdesk Contact Center

    80%
    1 Rating

    Support Rating

    8.8

    CallRail

    88%
    13 Ratings
    8.1

    Freshdesk Contact Center

    81%
    6 Ratings

    Likelihood to Recommend

    CallRail

    This is great software for differentiating where phone traffic is coming from. Whether it's paid/organic search, you can see exactly where the calls are coming in from. I'd love to see them add text/SMS features in the future, but it does what it claims. I'd also like to see more CRM integrations, but not sure that other users share the same sentiment
    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

    CallRail

    • Tracking phone calls first & foremost! Being able to have a running tally of the phone calls made and listening to the recorded calls throughout the month and providing that information back to our clients is vital!
    • Their UI is exceptionally easy to use & navigate. This is important when we have many clients running at the same time and we are able to always determine what report is for which client.
    • The ease of setting up a brand new client & their tracking phone number is fantastic! Saves a lot of time when it walks you through everything you need to know & do step by step.
    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

    CallRail

    • The integration with Hubspot is not as seemless as I would have liked. We had an issue where a person who was already in Hubspot called in, and their contact information was not matched to the caller ID correctly which created some duplicate entries. A little bit of a bummer, but from what I understand they may have fixed this. We had to stop using them for a little while because our outsourced sales team was more confused by adding CallRail, so we'll be re-implementing this once our new sales team is fully trained. Hopefully the record miss-match issue gets fixed.
    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

    CallRail

    Starting Price

    $30 per month per user

    Editions & Modules

    CallRail editions and modules pricing
    EditionModules
    Call Tracking451
    Analytics Suite1452
    Conversation Analytics (Call Tracking + Conversation Intelligence)953
    Marketing Analytics (Call and Form Tracking)954
    Lead Center (requires Call Tracking plan)305

    Footnotes

    1. per month
    2. per month
    3. per month
    4. per month
    5. per month per user

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Visit callrail.com/pricing for more 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

    Usability

    CallRail

    The platform is easy to use and we really don't have any complaints with using it so far. The information is invaluable for clients that rely on phone calls to drive more business. Not much negative to say about it at this point. We're actually really happy with it so far and the cost is manageable.
    Read full review

    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

    CallRail

    CallRail support normally gets back to us pretty quickly when we submit a ticket and they have a good knowledge base for common questions. I've heard mixed reviews from other local marketing agencies that use this tool, but overall in my experience, support has been knowledgeable and quick working through our problems.
    Read full review

    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.
    Read full review

    Alternatives Considered

    CallRail

    Callrail has a very seamless and easy to use Dynamic Number Swap function. In other call tracking that we looked into the integration was either not as easy to use or required much more work to implement. Setting up CallRail has been so easy even our entry-level employees need very little training to master the platform.
    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

    CallRail

    • CallRail has helped us follow up on quality leads, something we couldn't do effectively prior to using this product.
    • The reporting feature has helped us to generate reports that have helped us plan and increase conversion rates.
    • It helps us plan our budget effectively because we can easily see which campaigns are effective and should be targeted.
    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

    Screenshots

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