27 Ratings
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Score 7.5 out of 100
Top Rated
510 Ratings
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Score 7.7 out of 100

Feature Set Ratings

  • Freshdesk Contact Center ranks higher in 3 feature sets: Cloud PBX, Call Management, VoIP system collaboration

Cloud PBX

8.7

Freshdesk Contact Center

87%
7.8

Google Hangouts (Classic)

78%
Freshdesk Contact Center ranks higher in 4/5 features

Hosted PBX

9.0
90%
7 Ratings
6.9
69%
17 Ratings

Multi-level Interactive Voice Response (IVR)

8.0
80%
9 Ratings
7.6
76%
27 Ratings

Call reports

8.9
89%
9 Ratings
8.6
86%
36 Ratings

Directory of employee names

8.8
88%
8 Ratings
8.0
80%
46 Ratings

User templates

N/A
0 Ratings
7.8
78%
23 Ratings

Call Management

8.9

Freshdesk Contact Center

89%
7.3

Google Hangouts (Classic)

73%
Freshdesk Contact Center ranks higher in 5/5 features

Answering rules

8.7
87%
9 Ratings
7.3
73%
34 Ratings

Call recording

9.2
92%
9 Ratings
7.2
72%
38 Ratings

Call park

8.8
88%
7 Ratings
5.6
56%
19 Ratings

Call screening

8.4
84%
8 Ratings
7.9
79%
38 Ratings

Message alerts

9.2
92%
7 Ratings
8.3
83%
59 Ratings

VoIP system collaboration

9.4

Freshdesk Contact Center

94%
8.8

Google Hangouts (Classic)

88%
Google Hangouts (Classic) ranks higher in 3/4 features

Audio conferencing

9.4
94%
7 Ratings
8.7
87%
80 Ratings

Video conferencing

N/A
0 Ratings
8.8
88%
80 Ratings

Video screen sharing

N/A
0 Ratings
8.5
85%
49 Ratings

Instant messaging

N/A
0 Ratings
9.2
92%
53 Ratings

Mobile apps

Freshdesk Contact Center

Feature Set Not Supported
N/A
9.1

Google Hangouts (Classic)

91%
Google Hangouts (Classic) ranks higher in 2/2 features

Mobile app for iOS

N/A
0 Ratings
9.0
90%
74 Ratings

Mobile app for Android

N/A
0 Ratings
9.2
92%
71 Ratings

Attribute Ratings

  • Freshdesk Contact Center is rated higher in 1 area: Support Rating
  • Google Hangouts (Classic) is rated higher in 1 area: Likelihood to Recommend
  • Freshdesk Contact Center and Google Hangouts (Classic) are tied in 1 area: Usability

Likelihood to Recommend

7.5

Freshdesk Contact Center

75%
10 Ratings
7.6

Google Hangouts (Classic)

76%
92 Ratings

Likelihood to Renew

Freshdesk Contact Center

N/A
0 Ratings
10.0

Google Hangouts (Classic)

100%
1 Rating

Usability

8.0

Freshdesk Contact Center

80%
1 Rating
8.0

Google Hangouts (Classic)

80%
8 Ratings

Support Rating

8.1

Freshdesk Contact Center

81%
6 Ratings
8.0

Google Hangouts (Classic)

80%
72 Ratings

Likelihood to Recommend

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.
Read full review

Google

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.
Read full review

Pros

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.
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Google

  • 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.
Read full review

Cons

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.
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Google

  • 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.
Read full review

Pricing Details

Freshdesk Contact Center

Starting Price

$0 per agent/per month

Editions & Modules

Freshdesk Contact Center editions and modules pricing
EditionModules
Enterprise691
FREE02
Pro393
Growth154

Footnotes

  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

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional $0

Additional Details

Google Hangouts (Classic)

Starting Price

Editions & Modules

Google Hangouts (Classic) editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Usability

    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.
    Read full review

    Google

    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
    Read full review

    Support Rating

    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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    Google

    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.
    Read full review

    Alternatives Considered

    Freshworks Inc

    Because the integration with the CRM was very bad I thought it's better to select something which has good integration with CRM. The fresh caller is available at cheaper prices and hence affordable. We get the entire call history with call recordings. Support is good in Freshcaller but can be improvised.
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    Google

    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.
    Read full review

    Return on Investment

    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

    Google

    • 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.
    Read full review

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