Freshdesk Contact Center vs. Phone.com

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Contact Center
Score 8.2 out of 10
N/A
Freshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Fresh Contact Center aims to enable businesses / teams set-up and run a call center without spending a lot of time and money. It is suited for phone teams of size 1- 30. Users can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows the user to provide a detailed set of options to callers. The call queues…
$0
per agent/per month
Phone.com
Score 10.0 out of 10
N/A
Phone.com is a cloud based VoIP solution from the company of the same name in Newark, New Jersey, with video conferencing, business phone, and optional premium features (e.g. live receptionist). The company boasts 30,000 businesses as users of its cloud-based communication and collaboration solutions.
$12.99
per month
Pricing
Freshdesk Contact CenterPhone.com
Editions & Modules
FREE
$0
per agent/per month
Growth
$15
per agent/per ,billed annually
Pro
$39
per agent/per month, billed annually
Enterprise
$69
per agent/per month, billed annually
IP Phone Connection
$4.99
per month, per device
Phone Numbers
$4.99
per month
Call Recording
$7.99
per month
Basic Users
$12.99
per user, per month
Plus Users
$19.99
per user, per month
Pro Users
$29.99
per user, per month
Lice Receptionist
Starting at $90
per month
Global Phone Numbers
Starting at $4.99
per month
International Dialing
Vary Rates
Offerings
Pricing Offerings
Freshdesk Contact CenterPhone.com
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details20% discount with annual billing. Mix and match user plans to create a custom plan appropriate for the business.
More Pricing Information
Features
Freshdesk Contact CenterPhone.com
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
8% above category average
Phone.com
10.0
2 Ratings
20% above category average
Hosted PBX9.06 Ratings10.02 Ratings
Multi-level Interactive Voice Response (IVR)8.28 Ratings10.02 Ratings
Call reports9.38 Ratings10.02 Ratings
Directory of employee names9.27 Ratings10.02 Ratings
User templates00 Ratings10.02 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
5% above category average
Phone.com
10.0
2 Ratings
17% above category average
Answering rules8.58 Ratings10.02 Ratings
Call recording9.08 Ratings10.02 Ratings
Call park9.07 Ratings10.01 Ratings
Call screening8.58 Ratings10.02 Ratings
Message alerts9.47 Ratings10.02 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Freshdesk Contact Center
9.6
6 Ratings
15% above category average
Phone.com
10.0
1 Ratings
19% above category average
Audio conferencing9.66 Ratings10.01 Ratings
Instant messaging00 Ratings10.01 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Phone.com
10.0
2 Ratings
18% above category average
Mobile app for iOS00 Ratings10.01 Ratings
Mobile app for Android00 Ratings10.01 Ratings
Best Alternatives
Freshdesk Contact CenterPhone.com
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Freshdesk Contact CenterPhone.com
Likelihood to Recommend
8.8
(9 ratings)
10.0
(2 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
Support Rating
8.1
(3 ratings)
-
(0 ratings)
User Testimonials
Freshdesk Contact CenterPhone.com
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
Phone.com
Phone.com is a no-brainer. The cost savings over a POTS or in-house PBX system are tremendous. The affordability added on top of the easy to use and deploy features make Phone.com the best choice. Phone.com is well-suited for situations where you need other-than-standard call holding, call routing, and other similar advanced call features.
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
Phone.com
  • Customer service and live chat are amazing
  • Simple, straight forward
  • Easy to setup
  • Affordable
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
Phone.com
  • Phone.com has been excellent with support and I can not think of any areas for improvement with regards to that
  • Phone.com could provide more graphical assistance when programming call routing. A visual indication of the flow of a call should be presented and would come in handy when planning out difficult ques/call routes
Read full review
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
Phone.com
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
Phone.com
No answers on this topic
Alternatives Considered
Freshworks Inc
After multiple checks and constant research we found Freshdesk is one of the leading product service providers and the best at it too. We used to have PSTIN hard phones which caused a lot of drops and customer discontent. After Freshdesk, it has been a cakewalk. Really happy with it.
Read full review
Phone.com
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.
Read full review
Phone.com
  • Reduced cost and improved our efficiency - all reps love it.
Read full review
ScreenShots

Phone.com Screenshots

Screenshot of Phone.com Dashboard