27 Ratings
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Score 7.5 out of 100
5 Ratings
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Score 10 out of 100

Feature Set Ratings

  • Freshdesk Contact Center ranks higher in 1 feature set: VoIP system collaboration
  • HotTelecom ranks higher in 2 feature sets: Cloud PBX, Call Management

Cloud PBX

8.7

Freshdesk Contact Center

87%
10.0

HotTelecom

100%
HotTelecom ranks higher in 3/4 features

Hosted PBX

9.0
90%
7 Ratings
10.0
100%
5 Ratings

Multi-level Interactive Voice Response (IVR)

8.0
80%
9 Ratings
10.0
100%
5 Ratings

Call reports

8.9
89%
9 Ratings
10.0
100%
5 Ratings

Directory of employee names

8.8
88%
8 Ratings
N/A
0 Ratings

Call Management

8.9

Freshdesk Contact Center

89%
10.0

HotTelecom

100%
HotTelecom ranks higher in 5/5 features

Answering rules

8.7
87%
9 Ratings
10.0
100%
5 Ratings

Call recording

9.2
92%
9 Ratings
10.0
100%
5 Ratings

Call park

8.8
88%
7 Ratings
10.0
100%
5 Ratings

Call screening

8.4
84%
8 Ratings
10.0
100%
5 Ratings

Message alerts

9.2
92%
7 Ratings
10.0
100%
5 Ratings

VoIP system collaboration

9.4

Freshdesk Contact Center

94%
9.0

HotTelecom

90%
Freshdesk Contact Center ranks higher in 1/1 features

Audio conferencing

9.4
94%
7 Ratings
9.0
90%
5 Ratings

Attribute Ratings

  • HotTelecom is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.5

Freshdesk Contact Center

75%
10 Ratings
10.0

HotTelecom

100%
5 Ratings

Usability

8.0

Freshdesk Contact Center

80%
1 Rating

HotTelecom

N/A
0 Ratings

Support Rating

8.1

Freshdesk Contact Center

81%
6 Ratings
9.8

HotTelecom

98%
8 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.
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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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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

HotTelecom

Starting Price

$0

Editions & Modules

HotTelecom editions and modules pricing
EditionModules
Direct virtual phone numberfrom 51
Virtual SMS numberfrom 72
Toll-free (800) numberfrom 73
Virtual PBX654
Virtual fax number305

Footnotes

  1. Monthly fee + connection fee
  2. Monthly fee + connection fee
  3. Monthly fee + connection fee
  4. Monthly fee
  5. Monthly fee + connection fee

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Each price is the price of monthly fee. There might be an additional connection fee for the products.

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

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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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

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