27 Ratings
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Score 7.5 out of 100
11 Ratings
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Score 9.7 out of 100

Feature Set Ratings

    Cloud PBX

    8.7

    Freshdesk Contact Center

    87%

    PanTerra Streams

    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%

    PanTerra Streams

    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%

    PanTerra Streams

    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

    • PanTerra Streams is rated higher in 1 area: Likelihood to Recommend
    • Freshdesk Contact Center and PanTerra Streams are tied in 1 area: Support Rating

    Likelihood to Recommend

    7.5

    Freshdesk Contact Center

    75%
    10 Ratings
    7.9

    PanTerra Streams

    79%
    9 Ratings

    Usability

    8.0

    Freshdesk Contact Center

    80%
    1 Rating

    PanTerra Streams

    N/A
    0 Ratings

    Support Rating

    8.1

    Freshdesk Contact Center

    81%
    6 Ratings
    8.1

    PanTerra Streams

    81%
    8 Ratings

    Implementation Rating

    Freshdesk Contact Center

    N/A
    0 Ratings
    7.6

    PanTerra Streams

    76%
    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.
    Read full review

    PanTerra

    PanTerra Streams is well suited for file sharing amongst different groups in the organization. This enables both parties to work at a higher speed towards achieving set goals. Also, the messaging feature enables the team to communicate frequently in case they need any clarification. It is also well suited for voicemail messages.
    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

    PanTerra

    • Setup is not rushed, and when the system is built, there is no charge.
    • Software is stable, we only went to customer service 3 times last year to deal with minor problems.
    • Call quality is good and the control panel is simple.
    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

    PanTerra

    • Onboarding process was rough in the beginning.
    • Installation and setup was not that easy.
    • I'm not happy about the shipping charges. It didn't show up in my offer, and my salesman didn't tell me.
    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

    PanTerra Streams

    Starting Price

    $12.95 per month per seat

    Editions & Modules

    PanTerra Streams editions and modules pricing
    EditionModules
    Business Basic17.951
    Business Plus24.952
    Professional29.953
    Call Center44.954

    Footnotes

    1. per month per seat
    2. per month per seat
    3. per month per seat
    4. per month per seat

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional Free Remote, On-site varies, flexible terms

    Additional Details

    Request 30% discount on pricing for a limited time on all seat types.

    Pricing & Features

    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

    PanTerra

    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

    PanTerra

    Overall I'd rate Pantera streams 9 out of 10 because I still use it and it continues to be of great importance to me and my company. The job gets done. The company stays In profit all thanks to Pantera Streams
    Read full review

    Implementation Rating

    Freshworks Inc

    No answers on this topic

    PanTerra

    What I got as insight from our implementation team was that it did not take much time and the process was quick and easy. Besides that, the short time we were obliged to wait explains how comfortable it is to implement the software.
    Read full review

    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

    PanTerra

    Invoca has been more on cloud-center and call center data around for an SEO functionality for marketing campaigns. PanTerra borrows on the same start but does not center for SEO or marketing, instead high-end KPI reporting while Invoca is to be used more for the VOC (Voice of the Cusomter) analytics instead
    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

    PanTerra

    • Instead of having different programs with [the] monthly cost for phone fax [interoffice] communications everything is composed to one monthly rate instead.
    Read full review

    Screenshots

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