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Top Rated
480 Ratings
15 Ratings
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Score 6.8 out of 100

Gong.io

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Top Rated
480 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.2 out of 100

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)

If you have a very small group of representatives that are strictly using FreshDesk as their ticket management system that needs to have call integration, I can see this solution working - but from a cost perspective, there are better options, even if they lack the tight integration between FreshWorks products. I am struggling to find scenarios other than above that Freshcaller is well suited.
Anonymous | TrustRadius Reviewer

Gong.io

Gong.io is very well suited to call tracking, call recording, and all of the follow-up details. It is not itself a CRM or a central database for client or contractual information, but it does provide the best infrastructure for tracking customer interactions and building a platform for future interactions. It is an ideal historical source for calls, and functionality in the last 10-12 months alone has continued to evolve and improve.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Freshdesk Contact Center (Formerly Freshcaller)
6.9
Gong.io
Hosted PBX
Freshdesk Contact Center (Formerly Freshcaller)
7.2
Gong.io
Multi-level Interactive Voice Response (IVR)
Freshdesk Contact Center (Formerly Freshcaller)
8.3
Gong.io
Call reports
Freshdesk Contact Center (Formerly Freshcaller)
6.5
Gong.io
Directory of employee names
Freshdesk Contact Center (Formerly Freshcaller)
5.4
Gong.io

Call Management

Freshdesk Contact Center (Formerly Freshcaller)
7.4
Gong.io
Answering rules
Freshdesk Contact Center (Formerly Freshcaller)
7.4
Gong.io
Call recording
Freshdesk Contact Center (Formerly Freshcaller)
8.5
Gong.io
Call park
Freshdesk Contact Center (Formerly Freshcaller)
7.0
Gong.io
Call screening
Freshdesk Contact Center (Formerly Freshcaller)
6.4
Gong.io
Message alerts
Freshdesk Contact Center (Formerly Freshcaller)
7.9
Gong.io

VoIP system collaboration

Freshdesk Contact Center (Formerly Freshcaller)
5.9
Gong.io
Audio conferencing
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Gong.io

Pros

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

Gong.io

  • Conversation breakdown - filler words, talking to fast, talking too much relative to customer
  • Detailed transcript - some words are off, but being able to ctrl F a call to find a specific detail is huge
  • Search - maybe I want to listen to how a rep on a different team talked about a product, easily search the product name or other relevant words to find a call recording on the desired topic
Anonymous | TrustRadius Reviewer

Cons

Freshdesk Contact Center (Formerly Freshcaller)

  • The UX and UI could use an upgrade.
  • The process could be better when importing a hard line into the system.
  • We could use more additional reporting features.
Steven Duran | TrustRadius Reviewer

Gong.io

  • More apps to integrate with for example we had to switch from Freshcaller to outreach to use gong.
  • There appears to be a 4-5 hrs lag for calls from outreach to reflect on [Gong.io]. Real time would help for user adoption
Anonymous | TrustRadius Reviewer

Usability

Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact Center (Formerly Freshcaller) 8.0
Based on 1 answer
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.
Steven Duran | TrustRadius Reviewer

Gong.io

No score
No answers yet
No answers on this topic

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact Center (Formerly Freshcaller) 7.8
Based on 6 answers
Support is chat and email-based - the support team is available during the workday, but anything that is outside of the knowledge base or common knowledge of the system is taken down and forwarded along to the development team, which doesn't hold the same hours. Responses regarding bugs and problems with the system can take hours and days for a response - which is not useful if you're experiencing a problem with your customer support team's primary communications channel.
Anonymous | TrustRadius Reviewer

Gong.io

Gong.io 8.6
Based on 182 answers
They have been very attentive and always communicating with us. They also are great at scheduling calls for training purposes and helping new members of my team. In that aspect I have nothing but great things to say, they are responsive, attentive and always willing to help. I really like working with them.
Tavi Carvajal | TrustRadius Reviewer

Alternatives Considered

Freshdesk Contact Center (Formerly Freshcaller)

At the time, the features seemed to integrate better with a possible ITSM platform that would be a little more catered to our style and liking. If I remember correctly, both operated on Twilio but I'm not sure if that's still the case. Since I no longer assist with those services I'm not sure where the route will go.
Anonymous | TrustRadius Reviewer

Gong.io

I did not personally use this platform since we have exclusively used [Gong.io] but from what I have heard from my constituents and coworkers was that it was less robust and feature rich than what [Gong.io] has to offer. Unfortunately, I can not provide much more insight into what the differentiators and product feature gaps are between the two platforms.
William (Matt) Wood | TrustRadius Reviewer

Return on Investment

Freshdesk Contact Center (Formerly Freshcaller)

  • Overpriced for what it offered - we paid nearly $600/month for 10 users. Could not drop them fast enough for this reason alone.
Anonymous | TrustRadius Reviewer

Gong.io

  • It has increased our ability to see where each member of the team is coachable.
  • Being able to send a copy of the demo's my company holds to the client after the fact has increased the close rate and decreased the time it takes. If a person was unable to attend the Demo they are still able to see and hear all of the topics discussed.
Anonymous | TrustRadius Reviewer

Pricing Details

Freshdesk Contact Center (Formerly Freshcaller)

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
Optional
$0

Freshdesk Contact Center (Formerly Freshcaller) Editions & Modules

Edition
Enterprise$691
FREE$02
Pro$393
Growth$154
  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
Additional Pricing Details

Gong.io

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Gong.io Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)
7.3
Gong.io
9.0

Usability

Freshdesk Contact Center (Formerly Freshcaller)
8.0
Gong.io

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)
7.8
Gong.io
8.6

Add comparison