CloudCall vs. Freshdesk Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CloudCall
Score 8.4 out of 10
N/A
CloudCall is a telephony and VoIP software solution from the British company of the same name (formerly SYNETY).
$15
per month per user
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
CloudCallFreshdesk Contact Center
Editions & Modules
Pro Edition
$15
per month per user
Advanced Edition
$25
per month per user
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
CloudCallFreshdesk Contact Center
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeRequiredOptional
Additional Details
More Pricing Information
Community Pulse
CloudCallFreshdesk Contact Center
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
CloudCallFreshdesk Contact Center
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
CloudCall
8.3
3 Ratings
1% above category average
Freshdesk Contact Center
8.8
8 Ratings
7% above category average
Hosted PBX8.03 Ratings9.06 Ratings
Multi-level Interactive Voice Response (IVR)8.03 Ratings8.08 Ratings
User templates9.02 Ratings00 Ratings
Call reports9.03 Ratings9.28 Ratings
Directory of employee names7.53 Ratings9.17 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
CloudCall
8.3
3 Ratings
0% below category average
Freshdesk Contact Center
8.9
8 Ratings
7% above category average
Answering rules9.03 Ratings8.58 Ratings
Call recording9.53 Ratings9.18 Ratings
Call park7.53 Ratings8.97 Ratings
Call screening7.53 Ratings8.58 Ratings
Message alerts8.03 Ratings9.47 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
CloudCall
7.5
3 Ratings
9% below category average
Freshdesk Contact Center
9.5
6 Ratings
15% above category average
Video conferencing7.52 Ratings00 Ratings
Audio conferencing8.03 Ratings9.56 Ratings
Video screen sharing7.01 Ratings00 Ratings
Instant messaging7.53 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
CloudCall
8.8
3 Ratings
5% above category average
Freshdesk Contact Center
-
Ratings
Mobile app for iOS8.53 Ratings00 Ratings
Mobile app for Android9.01 Ratings00 Ratings
Best Alternatives
CloudCallFreshdesk Contact Center
Small Businesses
OpenPhone
OpenPhone
Score 9.3 out of 10
OpenPhone
OpenPhone
Score 9.3 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CloudCallFreshdesk Contact Center
Likelihood to Recommend
8.5
(3 ratings)
8.3
(9 ratings)
Usability
-
(0 ratings)
8.0
(1 ratings)
Support Rating
10.0
(2 ratings)
8.1
(6 ratings)
User Testimonials
CloudCallFreshdesk Contact Center
Likelihood to Recommend
CloudCall
I think CloudCall is better for enterprises that need to keep the clients and employees in contact but on a professional basis. Talking over the phone makes a person understand better as compared to email conversations and takes less time too, so, CloudCall fits the gap by providing better quality calls and gives analytics as well.
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
CloudCall
  • Recording
  • Log management
  • IVR
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
CloudCall
  • The service on their app is not the best
  • The texting platform can always improve
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
Usability
CloudCall
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
CloudCall
Customer support is always responsive and timely.
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.
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Alternatives Considered
CloudCall
CloudCall is much better and easier functionality with more options.
Read full review
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
CloudCall
  • Makes project work move fast, making the process productive.
  • Keeping record of the calls made for validation or verifications.
  • The only negative impact I feel is when we need support during server errors, which lags sometimes.
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

CloudCall Screenshots

Screenshot of Keep everything in a CRM and see how teams are doing from anywhere.Screenshot of Work from anywhere, when  CloudCall integrates with  Bullhorn for Salesforce, Bullhorn Jobscience, FIVECRM, Profile Recruitment, Influence, Chameleon-i, Voyager, or LaborEdgeScreenshot of A phone system that integrated with a CRMScreenshot of Work from anywhere when CloudCall integrates with Salesforce, Bullhorn, Vincere, Microsoft Dynamics 365, Zoho, Tracker, Access, CEIPAL, Mercury or Access Recruitment CRMScreenshot of "CloudCall is more than just a telephony system. It integrated into all the different systems that we use" - Simon Trigg, Director, Quanta RecruitmentScreenshot of "What we had wasn't working. We had to get smarter, more intelligent with the way out telephony system integrated with our CRM" - Leighton Grant, IT Manager, Oakleaf Partnership Ltd