15 Ratings
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Score 6.8 out of 100
2 Ratings
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Score 10 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

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.
Bill Artinger | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Freshdesk Contact Center (Formerly Freshcaller)
6.9
Phone.com
10.0
Hosted PBX
Freshdesk Contact Center (Formerly Freshcaller)
7.2
Phone.com
10.0
Multi-level Interactive Voice Response (IVR)
Freshdesk Contact Center (Formerly Freshcaller)
8.3
Phone.com
10.0
Call reports
Freshdesk Contact Center (Formerly Freshcaller)
6.5
Phone.com
10.0
Directory of employee names
Freshdesk Contact Center (Formerly Freshcaller)
5.4
Phone.com
10.0
User templates
Freshdesk Contact Center (Formerly Freshcaller)
Phone.com
10.0

Call Management

Freshdesk Contact Center (Formerly Freshcaller)
7.4
Phone.com
10.0
Answering rules
Freshdesk Contact Center (Formerly Freshcaller)
7.4
Phone.com
10.0
Call recording
Freshdesk Contact Center (Formerly Freshcaller)
8.5
Phone.com
10.0
Call park
Freshdesk Contact Center (Formerly Freshcaller)
7.0
Phone.com
10.0
Call screening
Freshdesk Contact Center (Formerly Freshcaller)
6.4
Phone.com
10.0
Message alerts
Freshdesk Contact Center (Formerly Freshcaller)
7.9
Phone.com
10.0

VoIP system collaboration

Freshdesk Contact Center (Formerly Freshcaller)
5.9
Phone.com
10.0
Audio conferencing
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Phone.com
10.0
Instant messaging
Freshdesk Contact Center (Formerly Freshcaller)
Phone.com
10.0

Mobile apps

Freshdesk Contact Center (Formerly Freshcaller)
Phone.com
10.0
Mobile app for iOS
Freshdesk Contact Center (Formerly Freshcaller)
Phone.com
10.0
Mobile app for Android
Freshdesk Contact Center (Formerly Freshcaller)
Phone.com
10.0

Pros

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

Phone.com

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

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
Bill Artinger | 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

Phone.com

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

Phone.com

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

Phone.com

No answers on this topic

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

Phone.com

  • Reduced cost and improved our efficiency - all reps love it.
Carlos Crameri | TrustRadius Reviewer

Screenshots

Freshdesk Contact Center (Formerly Freshcaller)

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

Phone.com

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Phone.com Editions & Modules

Edition
Basic Users$12.991
Plus Users$19.991
Pro Users$29.991
Lice ReceptionistStarting at $902
IP Phone Connection$4.993
Call Recording$7.994
Phone Numbers$4.994
Global Phone NumbersStarting at $4.994
International DialingVary Rates
  1. per user, per month
  2. per month
  3. per month, per device
  4. per month
  5. none
Additional Pricing Details
20% discount with annual billing. Mix and match user plans to create a custom plan appropriate for the business.

Rating Summary

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)
7.3
Phone.com
10.0

Usability

Freshdesk Contact Center (Formerly Freshcaller)
8.0
Phone.com

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)
7.8
Phone.com

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