15 Ratings
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Score 6.8 out of 100
17 Ratings
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Score 8.1 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

Zendesk Talk

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

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

Call Management

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

VoIP system collaboration

Freshdesk Contact Center (Formerly Freshcaller)
5.9
Zendesk Talk
Audio conferencing
Freshdesk Contact Center (Formerly Freshcaller)
5.9
Zendesk Talk

Contact Center Software

Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
6.7
Agent dashboard
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
5.1
Validate callers
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
4.1
Outbound response
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
4.9
Call forwarding
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
8.9
Click-to-call (CTC)
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
8.3
Warm transfer
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
5.5
Interactive voice response
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
5.0
REST APIs
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
9.0
Call tracking
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
7.8
Multichannel integration
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
7.5
CRM software integration
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
8.1

Workforce Optimization (WFO)

Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
6.3
Inbound call routing
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
7.3
Omnichannel inbound routing
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
10.0
Recording
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
9.1
Quality management
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
6.5
Call analytics
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
4.1
Historical reporting
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
5.0
Live reporting
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
7.0
Customer surveys
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
3.1
Customer interaction analytics
Freshdesk Contact Center (Formerly Freshcaller)
Zendesk Talk
4.5

Pros

Freshdesk Contact Center (Formerly Freshcaller)

  • IVR
  • Call management
  • Forwarding
Anonymous | TrustRadius Reviewer

Zendesk Talk

  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
Anonymous | 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

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | 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

Zendesk Talk

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

Zendesk Talk

Zendesk Talk 5.1
Based on 6 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | TrustRadius Reviewer

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

Zendesk Talk

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.
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

Zendesk Talk

  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Shea Mworia | TrustRadius Reviewer

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

Zendesk Talk

General

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

Zendesk Talk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Freshdesk Contact Center (Formerly Freshcaller)
7.3
Zendesk Talk
8.1

Usability

Freshdesk Contact Center (Formerly Freshcaller)
8.0
Zendesk Talk

Support Rating

Freshdesk Contact Center (Formerly Freshcaller)
7.8
Zendesk Talk
5.1

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