Freshdesk Contact Center vs. Sangoma Asterisk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Contact Center
Score 8.3 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
Sangoma Asterisk
Score 7.9 out of 10
N/A
Asterisk is an open source toolkit for building communications applications, now owned and supported by Sangoma (acquired with Digium in 2018). Most Asterisk-based systems and solutions require additional components (e.g. IP-phones, VoIP gateways or telephony interface cards, and other hardware), and expertise.N/A
Pricing
Freshdesk Contact CenterSangoma Asterisk
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
No answers on this topic
Offerings
Pricing Offerings
Freshdesk Contact CenterSangoma Asterisk
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Freshdesk Contact CenterSangoma Asterisk
Top Pros
Top Cons
Features
Freshdesk Contact CenterSangoma Asterisk
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
9% above category average
Sangoma Asterisk
-
Ratings
Hosted PBX9.06 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)8.18 Ratings00 Ratings
Call reports9.28 Ratings00 Ratings
Directory of employee names9.27 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
7% above category average
Sangoma Asterisk
-
Ratings
Answering rules8.58 Ratings00 Ratings
Call recording9.18 Ratings00 Ratings
Call park8.97 Ratings00 Ratings
Call screening8.58 Ratings00 Ratings
Message alerts9.47 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Freshdesk Contact Center
9.5
6 Ratings
17% above category average
Sangoma Asterisk
-
Ratings
Audio conferencing9.56 Ratings00 Ratings
Best Alternatives
Freshdesk Contact CenterSangoma Asterisk
Small Businesses
CloudTalk
CloudTalk
Score 9.6 out of 10
Sangoma Switchvox
Sangoma Switchvox
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.6 out of 10
3CX
3CX
Score 8.3 out of 10
Enterprises
Zoom Phone
Zoom Phone
Score 9.2 out of 10
Cisco VoIP PBX
Cisco VoIP PBX
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Freshdesk Contact CenterSangoma Asterisk
Likelihood to Recommend
8.5
(9 ratings)
9.5
(6 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
Support Rating
8.1
(3 ratings)
8.0
(1 ratings)
User Testimonials
Freshdesk Contact CenterSangoma Asterisk
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
Sangoma
Digium Asterisk is well suited for a city government as a communications solution for internal and external use. Other options like PBX are more expensive and hard to escalate. VoIP makes it easier to use the communications infrastructure instead that already exists rather than having to wire every phone when the solution is a digital or analog phone. In my city, government offices are not in the same place, which makes it harder to communicate everything together.
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
Sangoma
  • Call forwarding that I can trust stays on even if my phone "refreshes."
  • Ability to setup various call rules and save them to use as needed.
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
Sangoma
  • Documentation is scarce, so you have to learn by trial and error.
  • Not cloud-based, and there's no mobile app.
  • The ability to email voicemail messages would be great.
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
Sangoma
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
Sangoma
I have asked in the not so recent past about having my phone updated with my saved Digium "favorites" list but it doesn't seem that this is possible
Read full review
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
Sangoma
[Based on] my experience, we initially had to deal with Avaya PBXs, the same applies to client instrumentation (telephones, etc.). Surely we are talking about a product much more "business-like", but the management and implementation has a high cost and is not as simple as it can be (or better) with Asterisk.
Read full review
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
Sangoma
  • being zero cost, we saved at least 3 million on what a legacy pbx would have cost
  • the savings and speed means lower cost on our service making us more competitive
  • stability
Read full review
ScreenShots