27 Ratings
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Score 7.5 out of 100
5 Ratings
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Score 8 out of 100

Feature Set Ratings

  • Phone.com ranks higher in 3 feature sets: Cloud PBX, Call Management, VoIP system collaboration

Cloud PBX

8.7

Freshdesk Contact Center

87%
10.0

Phone.com

100%
Phone.com ranks higher in 5/5 features

Hosted PBX

9.0
90%
7 Ratings
10.0
100%
2 Ratings

Multi-level Interactive Voice Response (IVR)

8.0
80%
9 Ratings
10.0
100%
2 Ratings

Call reports

8.9
89%
9 Ratings
10.0
100%
2 Ratings

Directory of employee names

8.8
88%
8 Ratings
10.0
100%
2 Ratings

User templates

N/A
0 Ratings
10.0
100%
2 Ratings

Call Management

8.9

Freshdesk Contact Center

89%
10.0

Phone.com

100%
Phone.com ranks higher in 5/5 features

Answering rules

8.7
87%
9 Ratings
10.0
100%
2 Ratings

Call recording

9.2
92%
9 Ratings
10.0
100%
2 Ratings

Call park

8.8
88%
7 Ratings
10.0
100%
1 Rating

Call screening

8.4
84%
8 Ratings
10.0
100%
2 Ratings

Message alerts

9.2
92%
7 Ratings
10.0
100%
2 Ratings

VoIP system collaboration

9.4

Freshdesk Contact Center

94%
10.0

Phone.com

100%
Phone.com ranks higher in 2/2 features

Audio conferencing

9.4
94%
7 Ratings
10.0
100%
1 Rating

Instant messaging

N/A
0 Ratings
10.0
100%
1 Rating

Mobile apps

Freshdesk Contact Center

Feature Set Not Supported
N/A
10.0

Phone.com

100%
Phone.com ranks higher in 2/2 features

Mobile app for iOS

N/A
0 Ratings
10.0
100%
1 Rating

Mobile app for Android

N/A
0 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • Phone.com is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.5

Freshdesk Contact Center

75%
10 Ratings
10.0

Phone.com

100%
2 Ratings

Usability

8.0

Freshdesk Contact Center

80%
1 Rating

Phone.com

N/A
0 Ratings

Support Rating

8.1

Freshdesk Contact Center

81%
6 Ratings

Phone.com

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.
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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.
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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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Phone.com

  • Customer service and live chat are amazing
  • Simple, straight forward
  • Easy to setup
  • Affordable
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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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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
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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

Phone.com

Starting Price

$12.99 per month

Editions & Modules

Phone.com editions and modules pricing
EditionModules
Basic Users$12.991
Plus Users$19.992
Pro Users$29.993
Lice ReceptionistStarting at $904
IP Phone Connection$4.995
Call Recording$7.996
Phone Numbers$4.997
Global Phone NumbersStarting at $4.998
International DialingVary Rates9

Footnotes

  1. per user, per month
  2. per user, per month
  3. per user, per month
  4. per month
  5. per month, per device
  6. per month
  7. per month
  8. per month
  9. none

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

20% discount with annual billing. Mix and match user plans to create a custom plan appropriate for the business.

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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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.
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Phone.com

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.
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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.
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Phone.com

  • Reduced cost and improved our efficiency - all reps love it.
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Screenshots

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