15 Ratings
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Score 6.8 out of 100
47 Ratings
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Score 7.5 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

Rakuten Viber

It's perfect for messaging and group messaging, especially when users in group are from different places, organizations... (unlike slack where you have to be member of same organization to be in same group). The video calls are the weak point of the app, so Viber is not good for conference calls, video calls and especially for group video conference calls.
Filip Witkowski | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Freshdesk Contact Center (Formerly Freshcaller)
6.9
Rakuten Viber
8.4
Hosted PBX
Freshdesk Contact Center (Formerly Freshcaller)
7.2
Rakuten Viber
7.4
Multi-level Interactive Voice Response (IVR)
Freshdesk Contact Center (Formerly Freshcaller)
8.3
Rakuten Viber
9.0
Call reports
Freshdesk Contact Center (Formerly Freshcaller)
6.5
Rakuten Viber
8.1
Directory of employee names
Freshdesk Contact Center (Formerly Freshcaller)
5.4
Rakuten Viber
8.3
User templates
Freshdesk Contact Center (Formerly Freshcaller)
Rakuten Viber
9.2

Call Management

Freshdesk Contact Center (Formerly Freshcaller)
7.4
Rakuten Viber
7.1
Answering rules
Freshdesk Contact Center (Formerly Freshcaller)
7.4
Rakuten Viber
8.7
Call recording
Freshdesk Contact Center (Formerly Freshcaller)
8.5
Rakuten Viber
8.2
Call park
Freshdesk Contact Center (Formerly Freshcaller)
7.0
Rakuten Viber
5.0
Call screening
Freshdesk Contact Center (Formerly Freshcaller)
6.4
Rakuten Viber
4.4
Message alerts
Freshdesk Contact Center (Formerly Freshcaller)
7.9
Rakuten Viber
8.9

VoIP system collaboration

Freshdesk Contact Center (Formerly Freshcaller)
5.9
Rakuten Viber
8.7
Audio conferencing
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Rakuten Viber
9.2
Video conferencing
Freshdesk Contact Center (Formerly Freshcaller)
Rakuten Viber
9.2
Video screen sharing
Freshdesk Contact Center (Formerly Freshcaller)
Rakuten Viber
7.6
Instant messaging
Freshdesk Contact Center (Formerly Freshcaller)
Rakuten Viber
9.0

Mobile apps

Freshdesk Contact Center (Formerly Freshcaller)
Rakuten Viber
9.3
Mobile app for iOS
Freshdesk Contact Center (Formerly Freshcaller)
Rakuten Viber
9.3
Mobile app for Android
Freshdesk Contact Center (Formerly Freshcaller)
Rakuten Viber
9.3

Pros

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

Rakuten Viber

  • It is very easy to use and is very user-friendly.
  • You can have high quality video and audio meetings with more than 1 person.
  • You can upload any type of file in Viber (video, audio, text, GIFs, PDF files).
  • It is a very well known messenger so all people have access to it.
Tigran Petrosyan | 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

Rakuten Viber

  • As far as I can tell, Viber lacks the feature to block specific callers/numbers. I've never needed to do this, but I'd like to know I have the option.
  • Viber cannot be used without wifi, so it is not possible to connect with contacts who aren't also using Viber. (Unless you want to use the paid service.)
  • This isn't a major complaint, but I find the layout of Viber to be a little cluttered. Comparing it to WhatsApp, I don't find it to be quite as user-friendly, and I sometimes stumble around to find my way to a contact to call.
Liz Wade | 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

Rakuten Viber

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

Rakuten Viber

Rakuten Viber 8.1
Based on 13 answers
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.
Victoria L. | TrustRadius Reviewer

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

Rakuten Viber

Skype's user interface is really glitchy and doesn't provide same functionality in terms of fun elements - emojis or gifs. Slack is excellent communication tool but as well doesn't provide fun elements as Viber does(emojis, memes, gifs and more). I should also mention that quoting in Slack is not really easy and intuitive.
Anonymous | TrustRadius Reviewer

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

Rakuten Viber

  • Communication across department is much easier and faster.
  • It is now easier to reach staff that are on an overseas business trip, even if that one is on the go (ex: in the car, at the airport).
  • Most of our customers use Viber, therefore, it is not only convenient to reach people inside the company, it is also used for external communication as well.
Tony Phan | TrustRadius Reviewer

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

Rakuten Viber

General

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

Rakuten Viber Editions & Modules

Edition
USA$0.0191
UK$0.0191
  1. Per Minute
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)
7.3
Rakuten Viber
8.2

Usability

Freshdesk Contact Center (Formerly Freshcaller)
8.0
Rakuten Viber

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)
7.8
Rakuten Viber
8.1

Add comparison