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

Feature Set Ratings

  • Freshdesk Contact Center ranks higher in 1 feature set: VoIP system collaboration
  • Rakuten Viber ranks higher in 1 feature set: Cloud PBX
  • Freshdesk Contact Center and Rakuten Viber are tied in 1 feature set: Call Management

Cloud PBX

8.7

Freshdesk Contact Center

87%
8.9

Rakuten Viber

89%
Rakuten Viber ranks higher in 4/5 features

Hosted PBX

9.0
90%
7 Ratings
8.6
86%
6 Ratings

Multi-level Interactive Voice Response (IVR)

8.0
80%
9 Ratings
9.1
91%
8 Ratings

Call reports

8.9
89%
9 Ratings
9.5
95%
9 Ratings

Directory of employee names

8.8
88%
8 Ratings
9.0
90%
8 Ratings

User templates

N/A
0 Ratings
8.6
86%
7 Ratings

Call Management

8.8

Freshdesk Contact Center

88%
8.8

Rakuten Viber

88%
Freshdesk Contact Center ranks higher in 3/5 features

Answering rules

8.7
87%
9 Ratings
8.6
86%
9 Ratings

Call recording

9.2
92%
9 Ratings
9.0
90%
9 Ratings

Call park

8.8
88%
7 Ratings
8.5
85%
4 Ratings

Call screening

8.4
84%
8 Ratings
8.5
85%
9 Ratings

Message alerts

9.2
92%
7 Ratings
9.5
95%
14 Ratings

VoIP system collaboration

9.4

Freshdesk Contact Center

94%
9.2

Rakuten Viber

92%
Rakuten Viber ranks higher in 3/4 features

Audio conferencing

9.4
94%
7 Ratings
9.1
91%
13 Ratings

Video conferencing

N/A
0 Ratings
8.6
86%
13 Ratings

Video screen sharing

N/A
0 Ratings
9.0
90%
5 Ratings

Instant messaging

N/A
0 Ratings
10.0
100%
9 Ratings

Mobile apps

Freshdesk Contact Center

Feature Set Not Supported
N/A
10.0

Rakuten Viber

100%
Rakuten Viber ranks higher in 2/2 features

Mobile app for iOS

N/A
0 Ratings
10.0
100%
17 Ratings

Mobile app for Android

N/A
0 Ratings
10.0
100%
17 Ratings

Attribute Ratings

  • Rakuten Viber is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.5

Freshdesk Contact Center

75%
10 Ratings
8.8

Rakuten Viber

88%
18 Ratings

Usability

8.0

Freshdesk Contact Center

80%
1 Rating

Rakuten Viber

N/A
0 Ratings

Support Rating

8.1

Freshdesk Contact Center

81%
6 Ratings
8.9

Rakuten Viber

89%
13 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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Rakuten Group

As mentioned previously, it is easy to use and access since the you can chat, send voice memos or stickers in a conversation. So in overall it's very entertaining. But throughout that, the audio quality can seem to be a bit off. (Could be personal headset issue) Overall that is the only issue that is present or consistent.
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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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Rakuten Group

  • Viber is a cross platform product. It does not matter if someone uses Android or iOS device, it will work exactly the same.
  • Also the desktop version is very good. You can switch between the desktop and mobile versions within a conversation and see updates right away.
  • It's a very international product. It has been available for very long time, which makes it very wide spread - it has a good user base.
  • You can see the status of your messages.
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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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Rakuten Group

  • When someone sends a file in Viber, the program automatically saves it in your phone memory. This means that you must delete them manually and it really annoys me, as it takes a lot of time to do that.
  • It contains enormous amounts of adds.
  • There is file sharing limit.
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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

Rakuten Viber

Starting Price

$0.019 Per Minute

Editions & Modules

Rakuten Viber editions and modules pricing
EditionModules
USA$0.0191
UK$0.0192

Footnotes

  1. Per Minute
  2. Per Minute

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

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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Rakuten Group

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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Rakuten Group

I have not frequently used the support for Viber as I have not had many problems with it on my phone. I did use support one time for problems with the computer application and used the forums to solve my problems. They were fairly easy to follow and I appreciated the online help in that format.
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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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Rakuten Group

End-to-end encryption scrambles my messages and delivers them as a scrambled code to my friend's device, whether mobile or desktop, so that only their device can decode them into plain text. If my friend's phone is turned off or they don't have access to the internet, my message will be stored on Viber's servers (for a limited time) until their device is ready to receive it.

Because Viber can't access or read my private conversations in the first place, Viber can't sell them.
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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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Rakuten Group

  • Viber saves me financially since I am now able to communicate with my international clients for free.
  • Viber helps keep my clients engaged by the fact that I can so easily share photos, which is important as a freelance photographer.
  • Viber allows me to make my messages to clients appealing in a visual way, which I have noticed helps drive actions of my clients, such as remembering to book their next session or pay for their photo order.
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