15 Ratings
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Score 6.8 out of 100
7 Ratings
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Score 8.3 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

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

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

Call Management

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

VoIP system collaboration

Freshdesk Contact Center (Formerly Freshcaller)
5.9
Kixie
Audio conferencing
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Kixie

Pros

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

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.
Adam Montgomery | 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

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.
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

Kixie

No score
No answers yet
No answers on this topic

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

Kixie

No score
No answers yet
No answers on this topic

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

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.
Adam Montgomery | 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

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
Anonymous | TrustRadius Reviewer

Screenshots

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

Kixie

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Kixie Editions & Modules

Edition
Integrated$291
Enterprise$551
  1. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)
7.3
Kixie
6.0

Usability

Freshdesk Contact Center (Formerly Freshcaller)
8.0
Kixie

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)
7.8
Kixie

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