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Top Rated
491 Ratings

Cisco Jabber

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Top Rated
491 Ratings
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Score 8.2 out of 100
27 Ratings
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Score 7.5 out of 100

Feature Set Ratings

    Project Management

    6.4

    Cisco Jabber

    64%

    Freshdesk Contact Center

    Feature Set Not Supported
    N/A
    Cisco Jabber ranks higher in 7/7 features

    Task Management

    7.0
    70%
    78 Ratings
    N/A
    0 Ratings

    Gantt Charts

    5.7
    57%
    10 Ratings
    N/A
    0 Ratings

    Scheduling

    6.9
    69%
    88 Ratings
    N/A
    0 Ratings

    Workflow Automation

    6.0
    60%
    17 Ratings
    N/A
    0 Ratings

    Mobile Access

    8.1
    81%
    133 Ratings
    N/A
    0 Ratings

    Search

    7.3
    73%
    122 Ratings
    N/A
    0 Ratings

    Visual planning tools

    4.1
    41%
    17 Ratings
    N/A
    0 Ratings

    Communication

    6.1

    Cisco Jabber

    61%

    Freshdesk Contact Center

    Feature Set Not Supported
    N/A
    Cisco Jabber ranks higher in 8/8 features

    Chat

    8.8
    88%
    162 Ratings
    N/A
    0 Ratings

    Notifications

    8.5
    85%
    163 Ratings
    N/A
    0 Ratings

    Discussions

    7.7
    77%
    140 Ratings
    N/A
    0 Ratings

    Surveys

    4.9
    49%
    15 Ratings
    N/A
    0 Ratings

    Internal knowledgebase

    5.2
    52%
    20 Ratings
    N/A
    0 Ratings

    Integrates with GoToMeeting

    4.0
    40%
    12 Ratings
    N/A
    0 Ratings

    Integrates with Gmail and Google Hangouts

    2.0
    20%
    12 Ratings
    N/A
    0 Ratings

    Integrates with Outlook

    8.0
    80%
    58 Ratings
    N/A
    0 Ratings

    File Sharing & Management

    6.7

    Cisco Jabber

    67%

    Freshdesk Contact Center

    Feature Set Not Supported
    N/A
    Cisco Jabber ranks higher in 8/8 features

    Versioning

    7.5
    75%
    78 Ratings
    N/A
    0 Ratings

    Video files

    7.1
    71%
    112 Ratings
    N/A
    0 Ratings

    Audio files

    7.7
    77%
    117 Ratings
    N/A
    0 Ratings

    Document collaboration

    7.5
    75%
    96 Ratings
    N/A
    0 Ratings

    Access control

    6.8
    68%
    31 Ratings
    N/A
    0 Ratings

    Advanced security features

    6.7
    67%
    33 Ratings
    N/A
    0 Ratings

    Integrates with Google Drive

    5.0
    50%
    10 Ratings
    N/A
    0 Ratings

    Device sync

    5.7
    57%
    22 Ratings
    N/A
    0 Ratings

    Cloud PBX

    Cisco Jabber

    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

    Cisco Jabber

    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

    Cisco Jabber

    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

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

    Likelihood to Recommend

    8.1

    Cisco Jabber

    81%
    172 Ratings
    7.5

    Freshdesk Contact Center

    75%
    10 Ratings

    Likelihood to Renew

    5.6

    Cisco Jabber

    56%
    6 Ratings

    Freshdesk Contact Center

    N/A
    0 Ratings

    Usability

    9.0

    Cisco Jabber

    90%
    8 Ratings
    8.0

    Freshdesk Contact Center

    80%
    1 Rating

    Support Rating

    7.9

    Cisco Jabber

    79%
    24 Ratings
    8.1

    Freshdesk Contact Center

    81%
    6 Ratings

    Likelihood to Recommend

    Cisco

    Suitable for various situations. Making and receiving calls. Validation of the presence of collaborators before contacting. File sharing and remote access. Exchange of messages. Use via MRA that is, without VPN. Fantastic. It can be used in companies of different sizes and branches. And on various devices such as Android, iPhone, Windows, and Tablet. as a negative scenario, I only point out the fact that it is difficult to work in a chat group, as this is very complex in configuration and operation. But this comment of mine is like support. As a user, if this feature is configured, that would be great.
    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

    Cisco

    • Easy connection with internal and external colleagues via syncing with Outlook contacts.
    • Single Number Reach (SNR) enables connectivity and consistent contact number in any geographic location, which is great during business travel.
    • Great compatibility with a headset or other Bluetooth devices. Retains all functionality of an office phone but eliminates the need for transporting hardware equipment.
    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

    Cisco

    • Stability depends on internet connection more than it needs to
    • Using different tools for almost the same purpose(collaboration) is not user-friendly. Maybe a super product combining WebEx and Jabber features could be an option.
    • Expensive pricing and pricing model for big organizations (per license)
    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

    Cisco Jabber

    Starting Price

    $50 Per License

    Editions & Modules

    Cisco Jabber editions and modules pricing
    EditionModules
    Jabber for Desktop$50.001

    Footnotes

    1. Per License

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Pricing Info

    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

    Cisco

    I don’t have access to video features.) In an age when our smartphones
    do everything but call our friends, family, or clients, it’s refreshing
    to have a desktop app that can make calls in the smartphone’s place. It
    seems appropriate in a time when we’re all worried about the robots
    rising and taking over the world. Why not transfer the functionality of a
    telephone to the same computer where we program those world-dominating
    robots? It’s practical. Cisco Jabber takes the classic idea of making
    calls with a phone and puts it in the same place where we spend most of
    our worktime. This frees up desk space, as well as keeps the smartphone
    available for what it was invented to do: take Instagram photos. Not to
    mention, because it has its own number, it makes it easier to contact
    clients without having to give them your personal phone number. Need to
    make a call, but you don’t want to share your home phone? Cisco Jabber
    makes that easy. And best of all, because you call through your
    computer, all you need is a microphone to speak and speakers to listen,
    and you never have to pick up the phone at all. If you hate having
    sweaty ears, then Cisco Jabber is your app of choice. Note: Because I
    have access to phone features only, and Cisco Jabber has more available
    that I can’t use, I can see where it may also be a pro for business
    owners that Cisco apparently allows custom features availability for
    users, depending on roles.
    Read full review

    Freshworks Inc

    No answers on this topic

    Usability

    Cisco

    There are still some improvements to be made between MAC and Windows users. Also the share screen between various devices does not always work. Any user can quickly adapt and understand how to use Jabber. The interface is very intuitive and straight forward. The transition between interfaces on PCs, to tablets, to mobile devices is also very consistent and set up almost identically
    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

    Cisco

    Even with the Jabber client, Cisco support is outstanding, with the knowledge and quick response you would expect from them. Their engineers understand their products and our issues are usually addressed quickly and by the same person we originally connect with instead of getting passed to additional people. Follow-up is good too. Their support is thorough.
    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

    Cisco

    In terms of general communication, it stacks up better as you can use your account on pc or mobile(great for people who are not 100% of the time in front of their desk or running errands), [and it's] not a pain to set this up on your mobile device compared to competitors.
    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

    Cisco

    • Its a tool that provides enhanced customer service capability to our user community. The users are able remain available while working in almost any location.
    • More work gets done when people can collaborate and communicate better. Our efficiency is increasing as we continue to roll out the application to our user community.
    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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