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21 Ratings
15 Ratings
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Score 6.8 out of 100

Wingman

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21 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.1 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

Wingman

I run our customer success team so I use everything in the realm of CS not sales. Wingman can be a great tool for sales teams as well but we don't use those aspects. Things like pricing detection, common themes, etc. are not relevant for us on the CS team but would be awesome for sales! We like the call recording, the ability to share, and the ability to comment on calls and tag coworkers easily.
Grace Putman | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Freshdesk Contact Center (Formerly Freshcaller)
6.9
Wingman
Hosted PBX
Freshdesk Contact Center (Formerly Freshcaller)
7.2
Wingman
Multi-level Interactive Voice Response (IVR)
Freshdesk Contact Center (Formerly Freshcaller)
8.3
Wingman
Call reports
Freshdesk Contact Center (Formerly Freshcaller)
6.5
Wingman
Directory of employee names
Freshdesk Contact Center (Formerly Freshcaller)
5.4
Wingman

Call Management

Freshdesk Contact Center (Formerly Freshcaller)
7.4
Wingman
Answering rules
Freshdesk Contact Center (Formerly Freshcaller)
7.4
Wingman
Call recording
Freshdesk Contact Center (Formerly Freshcaller)
8.5
Wingman
Call park
Freshdesk Contact Center (Formerly Freshcaller)
7.0
Wingman
Call screening
Freshdesk Contact Center (Formerly Freshcaller)
6.4
Wingman
Message alerts
Freshdesk Contact Center (Formerly Freshcaller)
7.9
Wingman

VoIP system collaboration

Freshdesk Contact Center (Formerly Freshcaller)
5.9
Wingman
Audio conferencing
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Wingman

Pros

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

Wingman

  • Team Insights: gives a very good understanding of your whole team. Helps you evaluate your team's calls, understand the points they are missing and adding relevant and positive notes.
  • Learn from the team in your own time and access their discussions.
  • Topics: delivers different standard we create which are prime points in the meetings. Helps in understanding your standing w.r.t rest of the team on various constraints. Can help you go to specific team members' calls to understand about specific areas they are performing good at and understand.
  • Helps to see your own performance and evaluate. Standing on certain KPIs kept to understand how well you are doing w.r.t. the whole team at a avg.
  • Cue cards: Helps you put specific points and resources which will appear in realtime with certain trigger words/phrases. Helps us tackle and answer queries properly during the discussion
Shrenik Golechha | 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

Wingman

  • I don't have any dislikes about this tool.
  • The support team has been there 100% to answer any questions or to troubleshoot any issues that have arisen.
  • I would only like to improve the "cue cards," but the Wingman team is addressing this.
Anonymous | 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

Wingman

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

Wingman

No score
No answers yet
No answers on this topic

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

Wingman

Wingman is much more collaborative. Zoom was really just used to record the calls and send them back to the client and have to be saved [internally] but you would need to go through the entire call to find a part you were looking for and did not have the ability to tag team members. You would just need to send them the entire recording.
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

Wingman

  • Coaching has been made easier for all the new AEs.
  • Alert is sent whenever there is a change in the deal stage and hence saving the time for follow-ups.
  • At times when you cannot listen to the calls because you are working from home, you can easily go through the script and give or share the basis of your observations.
Neha Pant | TrustRadius Reviewer

Screenshots

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

Wingman

General

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

Wingman Editions & Modules

Edition
Growth$7201
Accelerator$1,0801
Enterprise$1,3201
  1. per year per rep
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)
7.3
Wingman
9.1

Usability

Freshdesk Contact Center (Formerly Freshcaller)
8.0
Wingman

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)
7.8
Wingman

Add comparison