16 Ratings
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Score 6.8 out of 100
5 Ratings
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Score 9.7 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

HotTelecom

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.
Max Barashev | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Freshdesk Contact Center (Formerly Freshcaller)
6.9
HotTelecom
9.8
Hosted PBX
Freshdesk Contact Center (Formerly Freshcaller)
7.2
HotTelecom
9.9
Multi-level Interactive Voice Response (IVR)
Freshdesk Contact Center (Formerly Freshcaller)
8.3
HotTelecom
9.9
Call reports
Freshdesk Contact Center (Formerly Freshcaller)
6.5
HotTelecom
9.5
Directory of employee names
Freshdesk Contact Center (Formerly Freshcaller)
5.4
HotTelecom

Call Management

Freshdesk Contact Center (Formerly Freshcaller)
7.4
HotTelecom
9.8
Answering rules
Freshdesk Contact Center (Formerly Freshcaller)
7.4
HotTelecom
9.9
Call recording
Freshdesk Contact Center (Formerly Freshcaller)
8.5
HotTelecom
9.9
Call park
Freshdesk Contact Center (Formerly Freshcaller)
7.0
HotTelecom
9.9
Call screening
Freshdesk Contact Center (Formerly Freshcaller)
6.4
HotTelecom
9.8
Message alerts
Freshdesk Contact Center (Formerly Freshcaller)
7.9
HotTelecom
9.8

VoIP system collaboration

Freshdesk Contact Center (Formerly Freshcaller)
5.9
HotTelecom
8.9
Audio conferencing
Freshdesk Contact Center (Formerly Freshcaller)
5.9
HotTelecom
8.9

Pros

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

HotTelecom

  • 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.
Jacob Martin | 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

HotTelecom

  • Video calling is not available as a feature.
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

HotTelecom

No score
No answers yet
No answers on this topic

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact Center (Formerly Freshcaller) 7.9
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

HotTelecom

HotTelecom 9.7
Based on 5 answers
We are totally satisfied with help Customer Support. They were quick and responsive
Valeria Tkachenko | 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

HotTelecom

No answers on this topic

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

HotTelecom

  • 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.
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

HotTelecom

General

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

HotTelecom Editions & Modules

Edition
Direct virtual phone numberfrom 51
Virtual SMS numberfrom 71
Toll-free (800) numberfrom 71
Virtual PBX$652
Virtual fax number$303
  1. Monthly fee + connection fee
  2. Monthly fee
  3. Monthly fee + connection fee
Additional Pricing Details
Each price is the price of monthly fee. There might be an additional connection fee for the products.

Rating Summary

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)
7.3
HotTelecom
9.7

Usability

Freshdesk Contact Center (Formerly Freshcaller)
8.0
HotTelecom

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)
7.9
HotTelecom
9.7

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