<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
154 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

GoToConnect (formerly Jive)

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
154 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 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

GoToConnect (formerly Jive)

It's a wonderful alternative when I'm working from home and don't want to use my mobile phone because all calls are redirected to my laptop. It's really simple to use and straightforward, with no learning curve. If you miss a call, your voicemails will display immediately, and you can check your call history in an easy list format. I really recommend it to others it's a great tool for video conversations and screen sharing too.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Freshdesk Contact Center (Formerly Freshcaller)
6.9
GoToConnect (formerly Jive)
8.6
Hosted PBX
Freshdesk Contact Center (Formerly Freshcaller)
7.2
GoToConnect (formerly Jive)
8.9
Multi-level Interactive Voice Response (IVR)
Freshdesk Contact Center (Formerly Freshcaller)
8.3
GoToConnect (formerly Jive)
8.7
Call reports
Freshdesk Contact Center (Formerly Freshcaller)
6.5
GoToConnect (formerly Jive)
8.6
Directory of employee names
Freshdesk Contact Center (Formerly Freshcaller)
5.4
GoToConnect (formerly Jive)
8.4
User templates
Freshdesk Contact Center (Formerly Freshcaller)
GoToConnect (formerly Jive)
8.2

Call Management

Freshdesk Contact Center (Formerly Freshcaller)
7.4
GoToConnect (formerly Jive)
8.6
Answering rules
Freshdesk Contact Center (Formerly Freshcaller)
7.4
GoToConnect (formerly Jive)
8.7
Call recording
Freshdesk Contact Center (Formerly Freshcaller)
8.5
GoToConnect (formerly Jive)
8.5
Call park
Freshdesk Contact Center (Formerly Freshcaller)
7.0
GoToConnect (formerly Jive)
8.9
Call screening
Freshdesk Contact Center (Formerly Freshcaller)
6.4
GoToConnect (formerly Jive)
8.5
Message alerts
Freshdesk Contact Center (Formerly Freshcaller)
7.9
GoToConnect (formerly Jive)
8.6

VoIP system collaboration

Freshdesk Contact Center (Formerly Freshcaller)
5.9
GoToConnect (formerly Jive)
8.8
Audio conferencing
Freshdesk Contact Center (Formerly Freshcaller)
5.9
GoToConnect (formerly Jive)
8.8
Video conferencing
Freshdesk Contact Center (Formerly Freshcaller)
GoToConnect (formerly Jive)
8.9
Video screen sharing
Freshdesk Contact Center (Formerly Freshcaller)
GoToConnect (formerly Jive)
8.9
Instant messaging
Freshdesk Contact Center (Formerly Freshcaller)
GoToConnect (formerly Jive)
8.6

Mobile apps

Freshdesk Contact Center (Formerly Freshcaller)
GoToConnect (formerly Jive)
7.8
Mobile app for iOS
Freshdesk Contact Center (Formerly Freshcaller)
GoToConnect (formerly Jive)
7.6
Mobile app for Android
Freshdesk Contact Center (Formerly Freshcaller)
GoToConnect (formerly Jive)
8.0

Pros

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

GoToConnect (formerly Jive)

  • Mobile capabilities – easy to use on the go thanks to the integrated cloud system
  • Protects sensitive personal information – employees don't need to use the personal phone numbers for calls
  • Integrates with other apps and systems across the organization for ease of use (calendaring, etc.)
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

GoToConnect (formerly Jive)

  • Not as modern as some other platforms available - This could be seen as a pro or a con, but having additional options like color scheme, statuses, and profile picture options make the user experience more personalized and fun.
  • Lack of integration - Being able to link more than just your personal email to GoToConnect would be handy, such as time-tracking or your calendar.
  • Uncertain if meetings are private - Anyone with a link can join a meeting, therefore I question how easy it is for someone outside of the company to join a meeting that was not meant for them. Maybe a password option would add a buffer of security.
Laura Samoisette, LEED AP, WELL AP | TrustRadius Reviewer

Likelihood to Renew

Freshdesk Contact Center (Formerly Freshcaller)

No score
No answers yet
No answers on this topic

GoToConnect (formerly Jive)

GoToConnect (formerly Jive) 9.4
Based on 3 answers
I don't think we would ever consider using something different. We are committed to the excellent service, fair prices, and quality product that GoToConnect offers us. We've recommended GoToConnect to all of the local offices in our field; but their loss is our gain. We have been able to increase productivity, increase clientele, and increase profit margin.
Sarah Pratt | 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

GoToConnect (formerly Jive)

GoToConnect (formerly Jive) 8.6
Based on 75 answers
GoToConnect (formerly Jive) scores 10 on 10 when it comes to usability, it is extremely intuitive and easy to use. We have seen great adoption rates from very early on with GoToConnect (formerly Jive), the sole reason being the extremely user-friendly UX and UI. It is rare that a platform as comprehensive and versatile as GoToConnect (formerly Jive) can have a great UI. Kudos to the UX and UI design team.
Himanshu Shah | 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

GoToConnect (formerly Jive)

GoToConnect (formerly Jive) 8.8
Based on 73 answers
The support offered by GoToConnect is exceptional. Every agent I have spoken with has been extremely helpful and knowledgeable. I can say, I never ended a call frustrated or hung up because of a language barrier or an inability of the agent to resolve the issue at hand with one phone call. I absolutely love the fact that they not only stay on the phone with you to resolve an issue (no matter how long it takes), they follow up via email to make sure the issue was fully resolved. I can say that you all definitely have RingCentral beat from a customer service standpoint.
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshdesk Contact Center (Formerly Freshcaller)

No score
No answers yet
No answers on this topic

GoToConnect (formerly Jive)

GoToConnect (formerly Jive) 9.1
Based on 1 answer
We changed from a landline (horrible and expensive) to Verizon One Talk (WORLD'S WORST PRODUCT) to Vonage (GIANT DISASTER) to GoToConnect. GoToConnect not only met all of our needs but exceeded our expectations with the services we receive. We could not have had a better process for set up; it actually worked like it was supposed to and gave us more than what we needed!
Sarah Pratt | 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

GoToConnect (formerly Jive)

I have used large scale call center software. When I came into this company, I went back to my old phone vendor to see about putting that system into the firm. It was neither cost effective or practical. I quickly came up to speed with GoToConnect and became a true believer.
Deborah Shapiro | 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

GoToConnect (formerly Jive)

  • We are easily able to expand coverage to a new branch, and set up new connections very smoothly.
  • We are much more efficient through layering the phone groups that ring for incoming calls based on time unanswered.
  • As the system administrator, I have had a very low number of issues that I wasn't able to resolve on my own.
Anonymous | TrustRadius Reviewer

Screenshots

Freshdesk Contact Center (Formerly Freshcaller)

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

GoToConnect (formerly Jive)

General

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

GoToConnect (formerly Jive) Editions & Modules

Edition
All-Inclusive$19.95/month1
  1. per user
Additional Pricing Details
Sign up for a no-obligation month-to-month account, or sign a long-term contract for better deals on service pricing and hardware. GoToConnect provides all the features you need with unlimited use (where other companies charge extra for additional features or increased use). Customer & Technical support is available 24/7 to help you resolve any issue. A dedicated onboarding team will help you get your phone system set up for your needs.

Rating Summary

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)
7.3
GoToConnect (formerly Jive)
8.6

Likelihood to Renew

Freshdesk Contact Center (Formerly Freshcaller)
GoToConnect (formerly Jive)
9.4

Usability

Freshdesk Contact Center (Formerly Freshcaller)
8.0
GoToConnect (formerly Jive)
8.6

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)
7.8
GoToConnect (formerly Jive)
8.8

Implementation Rating

Freshdesk Contact Center (Formerly Freshcaller)
GoToConnect (formerly Jive)
9.1

Add comparison