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Top Rated
247 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

Webex Calling

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Top Rated
247 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.7 out of 100

Feature Set Ratings

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

Cloud PBX

8.7

Freshdesk Contact Center

87%
8.7

Webex Calling

87%
Webex Calling ranks higher in 3/5 features

Hosted PBX

9.0
90%
7 Ratings
8.9
89%
78 Ratings

Multi-level Interactive Voice Response (IVR)

8.0
80%
9 Ratings
8.5
85%
77 Ratings

Call reports

8.9
89%
9 Ratings
8.3
83%
90 Ratings

Directory of employee names

8.8
88%
8 Ratings
9.1
91%
95 Ratings

User templates

N/A
0 Ratings
8.5
85%
84 Ratings

Call Management

8.8

Freshdesk Contact Center

88%
8.9

Webex Calling

89%
Freshdesk Contact Center ranks higher in 3/5 features

Answering rules

8.7
87%
9 Ratings
8.7
87%
91 Ratings

Call recording

9.2
92%
9 Ratings
8.9
89%
84 Ratings

Call park

8.8
88%
7 Ratings
9.0
90%
87 Ratings

Call screening

8.4
84%
8 Ratings
9.0
90%
84 Ratings

Message alerts

9.2
92%
7 Ratings
9.0
90%
95 Ratings

VoIP system collaboration

9.4

Freshdesk Contact Center

94%
9.1

Webex Calling

91%
Webex Calling ranks higher in 3/4 features

Audio conferencing

9.4
94%
7 Ratings
9.2
92%
102 Ratings

Video conferencing

N/A
0 Ratings
8.9
89%
96 Ratings

Video screen sharing

N/A
0 Ratings
9.0
90%
96 Ratings

Instant messaging

N/A
0 Ratings
9.1
91%
92 Ratings

Mobile apps

Freshdesk Contact Center

Feature Set Not Supported
N/A
9.1

Webex Calling

91%
Webex Calling ranks higher in 2/2 features

Mobile app for iOS

N/A
0 Ratings
9.0
90%
90 Ratings

Mobile app for Android

N/A
0 Ratings
9.2
92%
85 Ratings

Attribute Ratings

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

Likelihood to Recommend

7.5

Freshdesk Contact Center

75%
10 Ratings
8.5

Webex Calling

85%
108 Ratings

Likelihood to Renew

Freshdesk Contact Center

N/A
0 Ratings
9.6

Webex Calling

96%
2 Ratings

Usability

8.0

Freshdesk Contact Center

80%
1 Rating
9.6

Webex Calling

96%
3 Ratings

Support Rating

8.1

Freshdesk Contact Center

81%
6 Ratings
9.2

Webex Calling

92%
4 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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Cisco

Webex Calling is well suited for almost any business between 1 or 2 phones and up to 1000 phones. Multiple locations can be set up and configured for each office, and the users, phones, and phone numbers can be managed under each location. There is also the ability to have multiple auto-attendants and call queues for directing calls. However, much over 750-1000 phones, a traditional on-premise UC system would probably be more appropriate.
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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

  • Webex Calling is ideal for any user profile from beginners to experts, I can easily transfer files, in addition to the possibility of voice conferences and chats.
  • Webex Calling has helped me work more collaboratively and productively with my team using instant screen sharing, starting my meetings easily and immediately.
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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

  • The cost of dialing normal numbers using VoIP is higher than the base rate.
  • Webex Calling is expensive compared to its competitors.
  • There are only a few connectors with other platforms.
  • To receive the best audio quality, the software requires a decent internet connection and a lot of bandwidth.
  • I would like to see Webex Calling offer a free trial edition with many features and capabilities.
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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

Webex Calling

Starting Price

$17 per month per user

Editions & Modules

Webex Calling editions and modules pricing
EditionModules
Basic Plan$0.001
Call Plan$17.002
Call + Meet Plan$25.003
Enterprise PlanContact Sales4

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional

Additional Details

Pricing Info

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

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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Cisco

Webex Calling gives a much fuller experience due to the coverage across so many of the areas within Collaboration. Webex manages to bring together many tools into one toolbox, providing a fully immersive experience for the customer which I have yet to see from any of the competitors playing in the same market.
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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

  • Very good in terms of ROI. Although it took us a while to get to market, the uptake has been impressive.
  • There is a real push from our customers to replace their current "telephony" system whatever that is, and Webex is a good option in most cases.
  • With a selectable feature set, it would be better as this is something our customers would like, for example, a workspace license with voicemail.
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