FreeConferenceCall.com vs. Lifesize CxEngage

FreeConferenceCall is well suited for a low price service to connect with others. The onboarding is super simple and easy to use. The ability to record to the cloud is also useful. The ability to host a large number of people is great. The only scenario I can think of less appropriate is that the interface just looks a bit dated, so maybe it is not the best for the wow factor of dealing with clients.

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CxEngage can handle some more complex flow options that other vendors don't seem to be able to do. The integration for voice calls with Salesforce is a huge plus. The integration of email support with Salesforce is a BIG miss. After fighting with it for a year, we finally just turned it off and use Salesforce Omnichannel for email support. Chat using Salesforce Live Agent worked fine enough.

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• The online portal to access call details and recordings is very easy to use.
• The functions that are offered beyond the free plan are competitive with other providers.
• I feel that our calls are secure with our own personal access codes and the same number always being used.

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• Great flexibility working with flow creation and editing
• Great support staff
• Good overall package for workforce management and quality monitoring
• Integrates well with our tools.

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• Recently callers cannot get onto the call
• Users on the call get bumped off
• Non-transparent policy about why problems are occurring. If FreeConferenceCall.com can't reliably provide free service, just tell me that rather than blaming it on a law that changed and local carriers causing the problems. The real problem is that the law did recently change, which allowed companies like FreeConferenceCall.com to collect a revenue share for all calls placed through certain hubs--even free calls. This loophole was removed recently, and I believe the service issues I've been experiencing are being used to extort users to buy a paid service in order to receive trouble-free service.
• I found customer service representatives rude and dismissive

• Stronger support and more reliable system for users not on a commercial network
• Consumer friendly and intuitive reporting and dashboard tools. build canned reports
• Reporting: Ability to get a combined SVL for all queues included on a report (now we manually calculate after exporting the report into excel). Same for all major data points (ASA, AHT, etc.)
• Ability to include abandoned calls and an abandonment percentage which excludes short abandons on the Queue summary report. Now the report just shows total abandons and abandonment percentage so if we want to exclude short abandons we have to pull a separate report to find out how many calls abandoned in less than 10 seconds then calculate the "true abandoned number" (calls abandoned minus short abandons)
• Ability to change what is considered a "short abandon" and then report on it. Right now the only option is the built in tracking of calls that abandoned in equal to or less than 10 seconds.
• Ability to "save" an agents "default" skill profile so that any changes we make can be returned to "BAU" with a click of a button
• quicker data/historical report retrieval
• way to separate what we have listed as a queue name for reporting vs. what is used for the queue name in the "whisper" (the issue we had with WT queue naming conventions because we had to have the whisper be super precise)

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It is so user friendly.

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I am and have been extremely pleased with my use of this product.

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I haven't had the need to call for any support at all yet for FreeConferenceCall.com. It has just worked splendidly for me. That being said, when I first downloaded it and got started using it there was a wizard which made every section and button very clear on what it does. It was easy to get started by following the wizard. I imagine then that their customer service will be just as good.

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It's a no brainer!

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We implemented in 2018 and were only given 8 weeks to do it...as per the direction of our parent company at the time. Serenova at the time responded well and we were able to go Live within 8-weeks...albeit the product overall was a big change and had gaps in features over our previous contact management solution.

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So this doesn't have the polish that say Zoom or Teams has, but for free, you can't complain. The real big unknown is anything to do with security where a product like Teams is great. Zoom and Teams seem to have become standard that everyone has installed and is familiar with, but the adjustment to FCC is pretty fast and painless.

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It's been too many years...I don't remember. Except in 2021 we looked briefly at Amazon and Salesforce call center offerings. Both were too basic at the time that even if we got a great deal on licensing (we are a Salesforce house for other things), we couldn't easily (or at all) do things like Callbacks and some of the more robust flow buildouts that we have in place today with Lifesize.

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• We pay next to nothing for our access and it creates a professional means of connecting with our clients.
• Connecting via FreeConferenceCall.com has helped our business stay afloat during this challenging time by giving us multiple ways to connect with our clients.
• FreeConferenceCall.com has allowed our team to more efficiently collaborate by being able to access calls even when they aren't able to be present during the live conversation.

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• lower operational costs
• improved agent productivity
• improved flexibility in design and admin work

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