Comcast Business VOIP (VoiceEdge) vs. Freshdesk Contact Center

Good for any situation where there are multiple employees who need to be reached by customers or in-house. Also cuts down on Robo calls because they typically can't / don't press numbers to choose from a menu. Can't really see this system being worth the price in a smaller-sized operation though, as there are far cheaper options that provide a much nicer management interface.

Incentivized

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.

Incentivized

• Makes it easy to send and receive phone calls, setup extensions, and generally handle incoming and outgoing phone calls.
• You're able to receive business calls wherever you go, whether you're in your office or on your mobile device.
• The Voicemail to Text feature generally works well enough for you to know what a message is about without having to listen to it.

Incentivized

• 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.

Incentivized

• Not a fan of the poly phones
• I feel if the phones were set up better when installed it would have saved a lot of headache.

Incentivized

• 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.

Incentivized

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.

Incentivized

Very helpful and quick

Incentivized

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.

Incentivized

I have switched now to MagicJack for business, while their support might not be the most amazing either we are very satisfied with the service/cost relationship and this has been a major game-changer. I am certain that Comcast has a larger client base that they have to look for that might be creating much more significant revenue. We have faced similar situations with other vendors and have found better solutions with smaller, shelving solutions that seem to cater more closely to clients.

Incentivized

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.

Incentivized

• In my experience, you have to pay to get out of contract.
• In my opinion, it's a total waste of time and money.

• 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.

Incentivized