Call Box vs. Freshdesk Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Call Box
Score 6.2 out of 10
N/A
Century Interactive is a call tracking solution with features such as inbound, outbound, and website call tracking, human call categorization, and dynamic call routing.N/A
Freshdesk Contact Center
Score 8.2 out of 10
N/A
Freshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Fresh Contact Center aims to enable businesses / teams set-up and run a call center without spending a lot of time and money. It is suited for phone teams of size 1- 30. Users can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows the user to provide a detailed set of options to callers. The call queues…
$0
per agent/per month
Pricing
Call BoxFreshdesk Contact Center
Editions & Modules
No answers on this topic
FREE
$0
per agent/per month
Growth
$15
per agent/per ,billed annually
Pro
$39
per agent/per month, billed annually
Enterprise
$69
per agent/per month, billed annually
Offerings
Pricing Offerings
Call BoxFreshdesk Contact Center
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional Details——
More Pricing Information
Features
Call BoxFreshdesk Contact Center
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Call Box
-
Ratings
Freshdesk Contact Center
8.9
8 Ratings
8% above category average
Hosted PBX00 Ratings9.06 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings8.18 Ratings
Call reports00 Ratings9.38 Ratings
Directory of employee names00 Ratings9.27 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Call Box
-
Ratings
Freshdesk Contact Center
8.9
8 Ratings
5% above category average
Answering rules00 Ratings8.58 Ratings
Call recording00 Ratings9.08 Ratings
Call park00 Ratings8.97 Ratings
Call screening00 Ratings8.58 Ratings
Message alerts00 Ratings9.47 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Call Box
-
Ratings
Freshdesk Contact Center
9.6
6 Ratings
15% above category average
Audio conferencing00 Ratings9.66 Ratings
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Call BoxFreshdesk Contact Center
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Score 9.1 out of 10
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User Ratings
Call BoxFreshdesk Contact Center
Likelihood to Recommend
-
(0 ratings)
8.7
(9 ratings)
Usability
-
(0 ratings)
8.0
(1 ratings)
Support Rating
-
(0 ratings)
8.1
(3 ratings)
User Testimonials
Call BoxFreshdesk Contact Center
Likelihood to Recommend
Call Box
No answers on this topic
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.
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Pros
Call Box
No answers on this topic
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.
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Cons
Call Box
No answers on this topic
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.
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Usability
Call Box
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.
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Support Rating
Call Box
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
Call Box
No answers on this topic
Freshworks Inc
After multiple checks and constant research we found Freshdesk is one of the leading product service providers and the best at it too. We used to have PSTIN hard phones which caused a lot of drops and customer discontent. After Freshdesk, it has been a cakewalk. Really happy with it.
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Return on Investment
Call Box
No answers on this topic
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.
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ScreenShots