Top Rated
150 Ratings
27 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.5 out of 100
Top Rated
150 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Feature Set Ratings

    Cloud PBX

    8.7

    Freshdesk Contact Center

    87%

    Twilio

    Feature Set Not Supported
    N/A
    Freshdesk Contact Center ranks higher in 4/4 features

    Hosted PBX

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    8.0
    80%
    9 Ratings
    N/A
    0 Ratings

    Call reports

    8.9
    89%
    9 Ratings
    N/A
    0 Ratings

    Directory of employee names

    8.8
    88%
    8 Ratings
    N/A
    0 Ratings

    Call Management

    8.9

    Freshdesk Contact Center

    89%

    Twilio

    Feature Set Not Supported
    N/A
    Freshdesk Contact Center ranks higher in 5/5 features

    Answering rules

    8.7
    87%
    9 Ratings
    N/A
    0 Ratings

    Call recording

    9.2
    92%
    9 Ratings
    N/A
    0 Ratings

    Call park

    8.8
    88%
    7 Ratings
    N/A
    0 Ratings

    Call screening

    8.4
    84%
    8 Ratings
    N/A
    0 Ratings

    Message alerts

    9.2
    92%
    7 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    9.4

    Freshdesk Contact Center

    94%

    Twilio

    Feature Set Not Supported
    N/A
    Freshdesk Contact Center ranks higher in 1/1 features

    Audio conferencing

    9.4
    94%
    7 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Twilio is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    7.5

    Freshdesk Contact Center

    75%
    10 Ratings
    8.7

    Twilio

    87%
    51 Ratings

    Usability

    8.0

    Freshdesk Contact Center

    80%
    1 Rating
    9.0

    Twilio

    90%
    10 Ratings

    Support Rating

    8.1

    Freshdesk Contact Center

    81%
    6 Ratings
    9.5

    Twilio

    95%
    18 Ratings

    Contract Terms and Pricing Model

    Freshdesk Contact Center

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    Professional Services

    Freshdesk Contact Center

    N/A
    0 Ratings
    10.0

    Twilio

    100%
    1 Rating

    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

    Twilio

    If you have a business page on Facebook, having Twilio’s chat not feature is a must! No more missed chat messages or clients getting upset because of a delay in replies. Twilio has helped on several occasions answer simple questions, so I didn't even have to answer the chat message manually. It also enables you to recognize when spammy messages are trying to get through.
    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

    Twilio

    • Easy to see my team in one place, when they log in and out and what call status they are in.
    • Twilio is a simple, user friendly way to log in and out of work activities.
    • Excellent services and support.
    • The omnichannel feature which allows agents to get request from all channels.
    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

    Twilio

    • Setting up response sequences should be more intuitive like an email sequence software or a chatbot service where you can send users through flows based on actions.
    • Less code setup or having a graphical user interface to set it up would be nice then to be able to just export the code of what we need and send it over to developers.
    • Easier multi-media sending for images, videos, or files needed.
    Read full review

    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

    Twilio

    Starting Price

    $0.0,015 per min per participant

    Editions & Modules

    Twilio editions and modules pricing
    EditionModules
    Programmable Messaging$0.00751
    Programmable Voice$0.00852
    Twilio SendGrid Marketing Campaigns$153
    Programmable Video$0.00154
    Twilio SendGrid Email API$14.955
    Twilio Flex (Contact Center)$16
    Twilio Flex (Contact Center)$1507
    Programmable Voice$0.0138
    Twilio Conversations$0.059
    Twilio Authy$0.0910
    Programmable Wireless$2.0011
    Programmable Wireless$0.112
    WhatsApp Business API$0.004213
    WhatsApp Business API$0.00514
    Elastic SIP Trunking$0.04515
    Elastic SIP Trunking$0.00716

    Footnotes

    1. per message sent or received
    2. per minute to receive a call
    3. per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
    4. per min per participant
    5. per month up to 100k emails. (Up to 40k emails free for 30 days)
    6. per active user hour (5000 hours free)
    7. per named user per month (5000 hours free)
    8. per min to make a call
    9. per active user per month
    10. per authentication
    11. per SIM card
    12. per MB
    13. Per WhatsApp Template message sent
    14. Per WhatsApp session message
    15. Per min for origination
    16. Per min for termination

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.

    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

    Twilio

    Twilio has well documented APIs and examples. There are several tutorials, videos and Q&As regarding their services. So, usability is very good. I must say that advanced knowledge of telephony, API/Programming and error-handling is essential to make good use of Twilio. It's not just plug-and-play unless you are integrated with a system that has all of the programming built for it.
    Read full review

    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

    Twilio

    I have not had to communicate with Twilio support in the last 3 years but my past experience with them has been very positive. They replied to my previous requests promptly and kept me well informed to resolve my inquiries. With their documentation that's available, I hardly imagine why anyone would need to contact support since it's all there in a concise and easy to understand format. It would probably take you longer to type out a support ticket than to just open their doc websites.
    Read full review

    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.
    Read full review

    Twilio

    I receive regular unsolicited communications from Twilio competitors but I do not have the time to review them, given there is no reason for me to switch. Twilio works great and its pricing is acceptable for our situation. Investigating point solutions for text only or voice only would complicate our infrastructure and vendor management and would require some expensive system changes.
    Read full review

    Contract Terms and Pricing Model

    Freshworks Inc

    No answers on this topic

    Twilio

    Being in South Africa, direct local currency support would be nice
    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

    Twilio

    • Twilio WebRTC allowed us to move a bulk of our communication to the cloud, giving us a lot of visibility on how we were communicating with our customers.
    • It also gave us analytics on how much time users spent on communicating with each other over calls and helped us build features around it.
    • Twilio became the center of all communication on our platform. From chat messages to phone calls, it powered everything.
    Read full review

    Screenshots

    Add comparison