Freshdesk Contact Center vs. HotTelecom

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Contact Center
Score 7.9 out of 10
N/A
Freshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Fresh Contact Center aims to enable businesses / teams set-up and run a call center without spending a lot of time and money. It is suited for phone teams of size 1- 30. Users can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows the user to provide a detailed set of options to callers. The call queues…
$0
per agent/per month
HotTelecom
Score 10.0 out of 10
N/A
Beta Company's HotTelecom is a service that consists of a wide range of VoIP needs with over 6000 virtual phone numbers both local and mobile for business, designed to present an easy to use and affordable means of communication. HotTelecom offers virtual phone numbers, toll-free numbers, SMS numbers, SMS numbers for registration and multi-channel numbers, and virtual PBX set-up. All these come with clear-voice technology, for high sound quality.
$5
Monthly fee + connection fee
Pricing
Freshdesk Contact CenterHotTelecom
Editions & Modules
FREE
$0
per agent/per month
Growth
$15
per agent/per ,billed annually
Pro
$39
per agent/per month, billed annually
Enterprise
$69
per agent/per month, billed annually
Virtual fax number
$30
Monthly fee + connection fee
Virtual PBX
$65
Monthly fee
Direct virtual phone number
from 5
Monthly fee + connection fee
Virtual SMS number
from 7
Monthly fee + connection fee
Toll-free (800) number
from 7
Monthly fee + connection fee
Offerings
Pricing Offerings
Freshdesk Contact CenterHotTelecom
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details—Each price is the price of monthly fee. There might be an additional connection fee for the products.
More Pricing Information
Community Pulse
Freshdesk Contact CenterHotTelecom
Top Pros
Top Cons
Features
Freshdesk Contact CenterHotTelecom
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
11% above category average
HotTelecom
10.0
5 Ratings
23% above category average
Hosted PBX9.06 Ratings10.05 Ratings
Multi-level Interactive Voice Response (IVR)8.28 Ratings10.05 Ratings
Call reports9.48 Ratings10.05 Ratings
Directory of employee names9.27 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
7% above category average
HotTelecom
10.0
5 Ratings
18% above category average
Answering rules8.58 Ratings10.05 Ratings
Call recording9.08 Ratings10.05 Ratings
Call park9.07 Ratings10.05 Ratings
Call screening8.58 Ratings10.05 Ratings
Message alerts9.47 Ratings10.05 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Freshdesk Contact Center
9.6
6 Ratings
19% above category average
HotTelecom
9.0
5 Ratings
13% above category average
Audio conferencing9.66 Ratings9.05 Ratings
Best Alternatives
Freshdesk Contact CenterHotTelecom
Small Businesses
CloudTalk
CloudTalk
Score 9.0 out of 10
CloudTalk
CloudTalk
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.0 out of 10
CloudTalk
CloudTalk
Score 9.0 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
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User Ratings
Freshdesk Contact CenterHotTelecom
Likelihood to Recommend
8.8
(9 ratings)
10.0
(5 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
Support Rating
8.1
(3 ratings)
9.6
(4 ratings)
User Testimonials
Freshdesk Contact CenterHotTelecom
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.
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Beta Company
When our clients or partners call our corporate number they can now reach any needed employee or department by themselves. It is simple - they just need to use voice assistant and press the needed number.
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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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Beta Company
  • Friendly and responsive customer support.
  • Wide geographical coverage.
  • It's easy to set up.
  • High-quality phone calls.
  • There are a lot of additional services available.
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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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Beta Company
  • Video calling is not available as a feature.
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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.
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Beta Company
No answers on this topic
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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Beta Company
We are totally satisfied with help Customer Support. They were quick and responsive
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Alternatives Considered
Freshworks Inc
After multiple checks and constant research we found Freshdesk is one of the leading product service providers and the best at it too. We used to have PSTIN hard phones which caused a lot of drops and customer discontent. After Freshdesk, it has been a cakewalk. Really happy with it.
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Beta Company
No answers on this topic
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.
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Beta Company
  • We've got the option to use another marketing channel with HotTelecom's SMS virtual phone numbers. They also provide us with an ability to count everything in marketing campaigns made with SMS numbers and to make the right decisions based on the received data.
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ScreenShots

HotTelecom Screenshots

Screenshot of Personal account on the website. User can perform an order there.