CloudTalk vs. Freshdesk Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CloudTalk
Score 9.5 out of 10
N/A
CloudTalk is cloud-based call center software for sales and support teams of all sizes, looking to improve customer experiences through more personalized, data-driven customer interactions. The vendor aims to help teams communicate clearly and efficiently. With CloudTalk users can get local, mobile or toll-free numbers from more than 140+ countries across the world. The vendor says they offer integration with important tools (such a CRM, Helpdesk, or…
$20
per user/month (invoiced annually)
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
CloudTalkFreshdesk Contact Center
Editions & Modules
CloudTalk Starter
$20.00
per user/month (invoiced annually)
CloudTalk Essential
$25.00
per user/month (invoiced annually)
CloudTalk Expert
$40.00
per user/month (invoiced annually)
CloudTalk Custom
-
per user or company/month (invoiced annually)
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
CloudTalkFreshdesk Contact Center
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
CloudTalkFreshdesk Contact Center
Considered Both Products
CloudTalk
Chose CloudTalk
Aircall is really expensive for the same functionality and Freshcaller was just impossible to work with and really bad service. Both also don't have a good freemium tier like this does.
Freshdesk Contact Center

No answer on this topic

Top Pros
Top Cons
Features
CloudTalkFreshdesk Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
CloudTalk
9.7
45 Ratings
15% above category average
Freshdesk Contact Center
-
Ratings
Agent dashboard9.945 Ratings00 Ratings
Validate callers9.740 Ratings00 Ratings
Outbound response9.941 Ratings00 Ratings
Call forwarding9.840 Ratings00 Ratings
Click-to-call (CTC)9.739 Ratings00 Ratings
Warm transfer9.631 Ratings00 Ratings
Predictive dialing10.025 Ratings00 Ratings
Interactive voice response9.829 Ratings00 Ratings
REST APIs9.530 Ratings00 Ratings
Call scripts9.225 Ratings00 Ratings
Call tracking9.436 Ratings00 Ratings
Multichannel integration9.830 Ratings00 Ratings
CRM software integration9.836 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
CloudTalk
9.8
42 Ratings
17% above category average
Freshdesk Contact Center
-
Ratings
Inbound call routing9.936 Ratings00 Ratings
Omnichannel inbound routing9.929 Ratings00 Ratings
Recording9.838 Ratings00 Ratings
Quality management9.834 Ratings00 Ratings
Call analytics9.940 Ratings00 Ratings
Historical reporting9.837 Ratings00 Ratings
Live reporting9.835 Ratings00 Ratings
Customer surveys9.827 Ratings00 Ratings
Customer interaction analytics9.826 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
CloudTalk
-
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
CloudTalk
-
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
CloudTalk
-
Ratings
Freshdesk Contact Center
9.6
6 Ratings
15% above category average
Audio conferencing00 Ratings9.66 Ratings
Best Alternatives
CloudTalkFreshdesk Contact Center
Small Businesses
Nextiva Contact Center
Nextiva Contact Center
Score 9.1 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 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
CloudTalkFreshdesk Contact Center
Likelihood to Recommend
9.9
(45 ratings)
8.7
(9 ratings)
Likelihood to Renew
8.2
(1 ratings)
-
(0 ratings)
Usability
7.7
(5 ratings)
8.0
(1 ratings)
Support Rating
3.6
(11 ratings)
8.1
(3 ratings)
Implementation Rating
8.2
(1 ratings)
-
(0 ratings)
User Testimonials
CloudTalkFreshdesk Contact Center
Likelihood to Recommend
CloudTalk.io
Cloudtalk is by far the best value-for-price software out there for call center solutions. Packed with features, very accessible, kind and accessible customer support, and cheap, especially when compared with their competitors for the same range of features. Easy entry-level software, especially if you're a startup that doesn't want to make big initial commitments but needs a solution that scales with the business.
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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
CloudTalk.io
  • It's extremely simple to install and integrate
  • Their smart dialer option reduces time spent typing in number and helps make more calls
  • It makes life super easy to keep track of calls being made and how long calls are but also to listen back on calls made
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
CloudTalk.io
  • A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one.
  • Desktop app has had some instability issue.
  • IVR needs to be self-recorded which can lead to a lower quality.
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
Likelihood to Renew
CloudTalk.io
It is working and affordable
Read full review
Freshworks Inc
No answers on this topic
Usability
CloudTalk.io
CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work.
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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
CloudTalk.io
They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!
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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
CloudTalk.io
It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before.
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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
CloudTalk.io
  • For a similar price it is not necessary to manage so many cell phone accounts
  • Unlike basic telephony. It is possible to have more control of the interactions with our clients.
  • For administrators it allows better control of commercial actions or the corresponding area for communication issues
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

CloudTalk Screenshots

Screenshot of CloudTalk for Freshdesk - All customer-related data from both systems can be automatically synchronized and always up-to-date. No matter whether one is working in Freshdesk or CloudTalk, the software can provide comprehensive customer data.Screenshot of CloudTalk for Intercom - By integrating Intercom with CloudTalk, essential customer contact details become visible, as well as history of calls and conversations. No matter whether one is working in Intercom or CloudTalk, comprehensive customer data will be presented in both systems. In addition, data synchronization is automatic and regular, so information is always up-to-date.Screenshot of Complete customer interaction history is always within reach. CloudTalk will automatically display previous calls, orders, chats or notes, so agents don’t have to look them up in multiple systems.Screenshot of CloudTalk apps allows agents to make and receive phone calls from anywhere.Screenshot of CloudTalk for Help ScoutScreenshot of Agents can see all caller information in one place. During the phone call, they can look at the client’s history of interactions, orders, chat or notes.