<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
483 Ratings
15 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 6.8 out of 100

Google Hangouts (Classic)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
483 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.9 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

Google Hangouts (Classic)

Had I completed this review a couple years ago, I would have given a rating of 9 or 10 as Hangouts (Classic) is an excellent product. However, now that Google Chat has succeeded Hangouts, I would not recommend that any new users begin using it where other more modern options are available. Android users who want an internet based instant messaging that also supports calling and video calling could benefit from using Hangouts (Classic) as Google Chat requires the user to also have Google Meet installed to make video calls and there is no voice only calling option.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Freshdesk Contact Center (Formerly Freshcaller)
6.9
Google Hangouts (Classic)
7.4
Hosted PBX
Freshdesk Contact Center (Formerly Freshcaller)
7.2
Google Hangouts (Classic)
6.6
Multi-level Interactive Voice Response (IVR)
Freshdesk Contact Center (Formerly Freshcaller)
8.3
Google Hangouts (Classic)
7.5
Call reports
Freshdesk Contact Center (Formerly Freshcaller)
6.5
Google Hangouts (Classic)
8.1
Directory of employee names
Freshdesk Contact Center (Formerly Freshcaller)
5.4
Google Hangouts (Classic)
7.5
User templates
Freshdesk Contact Center (Formerly Freshcaller)
Google Hangouts (Classic)
7.3

Call Management

Freshdesk Contact Center (Formerly Freshcaller)
7.4
Google Hangouts (Classic)
6.9
Answering rules
Freshdesk Contact Center (Formerly Freshcaller)
7.4
Google Hangouts (Classic)
7.1
Call recording
Freshdesk Contact Center (Formerly Freshcaller)
8.5
Google Hangouts (Classic)
6.7
Call park
Freshdesk Contact Center (Formerly Freshcaller)
7.0
Google Hangouts (Classic)
5.7
Call screening
Freshdesk Contact Center (Formerly Freshcaller)
6.4
Google Hangouts (Classic)
6.9
Message alerts
Freshdesk Contact Center (Formerly Freshcaller)
7.9
Google Hangouts (Classic)
7.9

VoIP system collaboration

Freshdesk Contact Center (Formerly Freshcaller)
5.9
Google Hangouts (Classic)
8.3
Audio conferencing
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Google Hangouts (Classic)
8.2
Video conferencing
Freshdesk Contact Center (Formerly Freshcaller)
Google Hangouts (Classic)
8.0
Video screen sharing
Freshdesk Contact Center (Formerly Freshcaller)
Google Hangouts (Classic)
8.2
Instant messaging
Freshdesk Contact Center (Formerly Freshcaller)
Google Hangouts (Classic)
8.8

Mobile apps

Freshdesk Contact Center (Formerly Freshcaller)
Google Hangouts (Classic)
8.7
Mobile app for iOS
Freshdesk Contact Center (Formerly Freshcaller)
Google Hangouts (Classic)
8.6
Mobile app for Android
Freshdesk Contact Center (Formerly Freshcaller)
Google Hangouts (Classic)
8.9

Pros

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

Google Hangouts (Classic)

  • Google Hangouts (Classic) is embedded within Gmail's scheduler, so setting up the link is as quick as a click of the button. It's a one-step process.
  • Google Hangouts (Classic) is user-friendly and [has] features to share screens easily.
  • Google Hangouts (Classic) is much easier to use than its competitors.
  • Google Hangouts (Classic) have [a] good connection time and there are few glitches.
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

Google Hangouts (Classic)

  • I would like to see improved video support, so that saved videos can be sent back and forth via Hangouts more easily, without having to start a separate meet chat
  • More pronounced notifications of messages would be helpful; pop up notifications are good, but once there is one, additional messages do not pop up
  • Custom muting times would be great, so that if I am in a 90 minute Zoom meeting, I can set it for that time; right now, it is 1 hour or 2 hours. Easy to forget.
Mark DiNallo | 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

Google Hangouts (Classic)

Google Hangouts (Classic) 8.1
Based on 8 answers
The tool is almost self-implemented. It is likely to be available in every pc or mobile device a user or potential user might have, and all you need to do is adding the company's account and you are done.Once you are setted up, you have almost all actual communication methods available in one tool
Anonymous | TrustRadius Reviewer

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

Google Hangouts (Classic)

Google Hangouts (Classic) 8.0
Based on 72 answers
Hangouts is great for what it is, but I'm not going to give it higher than an 8 because I just don't believe it offers that same level of professionalism that Teams or Webex provides. Again, it's great for volunteer work or collaboration on a small to no budget, but I would be hesitant on going solely with Hangouts, especially for my professional career.
Richard Crane | 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

Google Hangouts (Classic)

Google is the white cotton socks of the conferencing world. It’s a great ad-hoc tool, but not too much more. If you are not looking to spend money or operate completely on WiFi (without data charges), it’s a great free option as well. The benefit of being free and open is also the liability. It doesn’t have a great integration story with other corporate tools, but [it doesn’t have to] if you aren’t looking for that. All in all, it’s as helpful and ubiquitous as a public payphone…without the pay…and with a video capability.
Chris Carpenter | 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

Google Hangouts (Classic)

  • I believe it was part of the google suite that was purchased. It was worth the cost as it was cheaper. I believe it is now free, but also becoming deprecated. It is much better to use Teams, Discord, Telegram, etc. Google does not provide enough support or features to make using hangouts worth it these days.
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

Google Hangouts (Classic)

General

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

Google Hangouts (Classic) Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)
7.3
Google Hangouts (Classic)
7.8

Likelihood to Renew

Freshdesk Contact Center (Formerly Freshcaller)
Google Hangouts (Classic)
10.0

Usability

Freshdesk Contact Center (Formerly Freshcaller)
8.0
Google Hangouts (Classic)
8.1

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)
7.8
Google Hangouts (Classic)
8.0

Add comparison