Freshdesk Contact Center vs. Webex Calling

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Contact Center
Score 8.2 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
Webex Calling
Score 8.4 out of 10
N/A
Webex Calling is Cisco’s flagship cloud calling solution with over 12 million users worldwide. It delivers an enterprise-grade calling experience that enables customers to replace PBX hardware with a cloud calling solution. Webex Calling's connectivity and collaboration experience includes calling, meetings, messaging, contact center, and integrated devices.
$11.95
per month per user
Pricing
Freshdesk Contact CenterWebex Calling
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
Basic Plan
$0.00
user/month
Cisco Unified Communications Manager
$0
Call Plan
$17.00
user/month
Call + Meet Plan
$25.00
user/month
Enterprise Plan
Contact Sales
Offerings
Pricing Offerings
Freshdesk Contact CenterWebex Calling
Free Trial
YesYes
Free/Freemium Version
YesYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeOptionalOptional
Additional Details
More Pricing Information
Community Pulse
Freshdesk Contact CenterWebex Calling
Considered Both Products
Freshdesk Contact Center
Chose Freshdesk Contact Center
The tool may be set up and operating in a couple of hours, and its implementation is straightforward. When we join up for the service, all we have to do is buy a phone number and load some money into our account, and we can start using the tool right away. After that point, …
Webex Calling

No answer on this topic

Top Pros
Top Cons
Features
Freshdesk Contact CenterWebex Calling
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
10% above category average
Webex Calling
8.1
145 Ratings
0% below category average
Hosted PBX9.06 Ratings8.1108 Ratings
Multi-level Interactive Voice Response (IVR)8.28 Ratings7.9105 Ratings
Call reports9.38 Ratings00 Ratings
Directory of employee names9.27 Ratings8.4137 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
6% above category average
Webex Calling
7.6
149 Ratings
7% below category average
Answering rules8.58 Ratings8.3133 Ratings
Call recording9.08 Ratings8.6127 Ratings
Call park9.07 Ratings8.5121 Ratings
Call screening8.58 Ratings8.3115 Ratings
Message alerts9.47 Ratings8.3126 Ratings
Business SMS/External Messaging00 Ratings6.12 Ratings
Online Fax00 Ratings6.52 Ratings
Voicemail Transcription00 Ratings6.65 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Freshdesk Contact Center
9.6
6 Ratings
17% above category average
Webex Calling
-
Ratings
Audio conferencing9.66 Ratings00 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Webex Calling
7.9
6 Ratings
1% below category average
High quality audio00 Ratings8.06 Ratings
High quality video00 Ratings7.76 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Webex Calling
8.1
6 Ratings
4% above category average
Desktop sharing00 Ratings8.16 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Webex Calling
7.5
6 Ratings
6% below category average
Calendar integration00 Ratings7.96 Ratings
Meeting initiation00 Ratings7.06 Ratings
Record meetings / events00 Ratings7.46 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Webex Calling
8.5
3 Ratings
10% above category average
Live chat00 Ratings8.53 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Webex Calling
8.2
5 Ratings
7% above category average
User authentication00 Ratings8.25 Ratings
Participant roles & permissions00 Ratings8.25 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Webex Calling
8.4
143 Ratings
0% above category average
Mobile app for iOS00 Ratings8.2128 Ratings
Mobile app for Android00 Ratings8.6115 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Webex Calling
7.4
6 Ratings
3% below category average
Centralized communications management00 Ratings8.05 Ratings
Team messaging00 Ratings7.26 Ratings
Team document sharing00 Ratings6.96 Ratings
Call and meeting analytics00 Ratings7.56 Ratings
Best Alternatives
Freshdesk Contact CenterWebex Calling
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
Nextiva
Nextiva
Score 9.2 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.4 out of 10
Nextiva
Nextiva
Score 9.2 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Freshdesk Contact CenterWebex Calling
Likelihood to Recommend
8.8
(9 ratings)
7.9
(164 ratings)
Likelihood to Renew
-
(0 ratings)
9.8
(2 ratings)
Usability
8.0
(1 ratings)
9.1
(4 ratings)
Support Rating
8.1
(3 ratings)
8.6
(3 ratings)
User Testimonials
Freshdesk Contact CenterWebex Calling
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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Cisco
It's well suited for the hybrid work environment where we have people in the office, and people at home where, like I said, you don't have to provide a remote access point for the phone to be able to connect back or have to register through other means like expressways.
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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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Cisco
  • For example, with WebEx calling, it's an offer which include many features of each on-prem server and every features are included in WebEx calling. So that's something which is very appreciated by customer because they don't have to buy each server like it was the case. They just buy WebEx calling and they have many features. Even if they don't need it, they have it and we can give them the notice to use them and they can use it and they are very happy with this software.
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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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Cisco
  • I think that there are less emojis, there could be more since other free providers also provide the same
  • International calling is a bit more expensive, could be taken down a bit
  • Virtual backgrounds aren't that much appealing as well, there is room for improvement there
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Likelihood to Renew
Freshworks Inc
No answers on this topic
Cisco
because have been using it and its easy to configure and manage
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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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Cisco
It is a very easy product to deploy and configure and to really take advantage of. It does not matter if you are using it in an office or your home, or for a security office or a collaboration meeting room - you have the right endpoint available for each case and the configuration parameters to improve the functionality you need.
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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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Cisco
I have been working for a long time with Cisco as a provider and also Cisco TAC and Cisco Support Engineers. The support starts right beforehand in the documentation of the product you are interested in. From the start you have a good, complete, and detailed and easy to read datasheet and there's always someone available to answer any questions.
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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.
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Cisco
The differences between both software can be marginal in some aspects,
but for the campaign in a proffessional level it was a clear win to
Webex due the quality and security of the platform, being a Cisco
product has more impact on the final decision, and in the end the
overall experience has been great, having used Twilio in the past, that
last part is my personal opinion.
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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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Cisco
  • Webex Calling allowed us to continue working in a remote world
  • While workshops are best in person, Webex Calling allowed us to continue offering that critical service and also included break out room functionality for small group activities, when needed.
  • The recording feature allows everyone to hyper focus on the discussion - if anything was missed in notes, it was always saved in the recording when we had one. Perfect for interviews and workshops.
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ScreenShots

Webex Calling Screenshots

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