10 Ratings
27 Ratings
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Score 7.5 out of 100
10 Ratings
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Score 8.3 out of 100

Feature Set Ratings

    Cloud PBX

    8.7

    Freshdesk Contact Center

    87%

    Kixie

    Feature Set Not Supported
    N/A
    Freshdesk Contact Center ranks higher in 4/4 features

    Hosted PBX

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Call reports

    8.9
    89%
    9 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.8
    88%
    8 Ratings
    N/A
    0 Ratings

    Call Management

    8.9

    Freshdesk Contact Center

    89%

    Kixie

    Feature Set Not Supported
    N/A
    Freshdesk Contact Center ranks higher in 5/5 features

    Answering rules

    8.7
    87%
    9 Ratings
    N/A
    0 Ratings

    Call recording

    9.2
    92%
    9 Ratings
    N/A
    0 Ratings

    Call park

    8.8
    88%
    7 Ratings
    N/A
    0 Ratings

    Call screening

    8.4
    84%
    8 Ratings
    N/A
    0 Ratings

    Message alerts

    9.2
    92%
    7 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    9.4

    Freshdesk Contact Center

    94%

    Kixie

    Feature Set Not Supported
    N/A
    Freshdesk Contact Center ranks higher in 1/1 features

    Audio conferencing

    9.4
    94%
    7 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Freshdesk Contact Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.5

    Freshdesk Contact Center

    75%
    10 Ratings
    6.0

    Kixie

    60%
    2 Ratings

    Usability

    8.0

    Freshdesk Contact Center

    80%
    1 Rating

    Kixie

    N/A
    0 Ratings

    Support Rating

    8.1

    Freshdesk Contact Center

    81%
    6 Ratings

    Kixie

    N/A
    0 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

    Kixie

    Suited if you want to hear old calls. Not suited for teaching new SDR's how to talk or what a good call is and why. Kixie doesn't transcribe either.
    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.
    Read full review

    Kixie

    • Kixie integrates seamlessly with our CRM (Zoho), meaning it updates call notes directly on the customer's CRM profile.
    • The one-click dialing feature directly through our CRM is a great feature. It's so simple; just search for a name, one-click, and you are on the phone.
    • The local presence feature is a nice touch for cold calls. It provides a local area code when cold calling to increase the likelihood of an answer to the call.
    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.
    Read full review

    Kixie

    • "Power Dialer" doesn't work all the time.
    • Only records; doesn't give any type of analysis.
    • Getting your account set up correctly can be confusing.
    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

    Kixie

    Starting Price

    $29 per user

    Editions & Modules

    Kixie editions and modules pricing
    EditionModules
    Integrated$291
    Enterprise$552

    Footnotes

    1. per user
    2. per user

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    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

    Kixie

    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.
    Read full review

    Kixie

    No answers on this topic

    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.
    Read full review

    Kixie

    Kixie integrated much better with our CRM (Zoho) than CrazyCall. In addition, Kixie had increased reporting features that CrazyCall did not offer--CrazyCall's reporting was limited and not detailed enough for our purposes. Lastly, at the time, CrazyCall did not have the inbound call services that Kixie offered. In fact, CrazyCall did not have any inbound services when we were using the software.
    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

    Kixie

    • Negative- the "Power Dialer" doesn't load
    • Negative- missed calls because not loading correctly
    • Positive- can call anyone with a click of a button
    Read full review

    Screenshots

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