Freshdesk Contact Center vs. Zendesk Talk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Contact Center
Score 7.6 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
Zendesk Talk
Score 8.7 out of 10
N/A
Zendesk Talk is call center software built on the Twilio cloud communication platform that integrates with the Zendesk Support ticketing system. This allows customer service teams to provide phone support from the same platform they use to manage all other channels.N/A
Pricing
Freshdesk Contact CenterZendesk Talk
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
No answers on this topic
Offerings
Pricing Offerings
Freshdesk Contact CenterZendesk Talk
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details
More Pricing Information
Community Pulse
Freshdesk Contact CenterZendesk Talk
Considered Both Products
Freshdesk Contact Center
Chose Freshdesk Contact Center
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 …
Zendesk Talk

No answer on this topic

Top Pros
Top Cons
Features
Freshdesk Contact CenterZendesk Talk
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Freshdesk Contact Center
8.7
8 Ratings
6% above category average
Zendesk Talk
-
Ratings
Hosted PBX9.06 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)7.98 Ratings00 Ratings
Call reports8.98 Ratings00 Ratings
Directory of employee names9.07 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Freshdesk Contact Center
8.8
8 Ratings
5% above category average
Zendesk Talk
-
Ratings
Answering rules8.48 Ratings00 Ratings
Call recording9.28 Ratings00 Ratings
Call park8.87 Ratings00 Ratings
Call screening8.48 Ratings00 Ratings
Message alerts9.37 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Freshdesk Contact Center
9.3
6 Ratings
13% above category average
Zendesk Talk
-
Ratings
Audio conferencing9.36 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Zendesk Talk
8.2
14 Ratings
3% below category average
Agent dashboard00 Ratings7.614 Ratings
Validate callers00 Ratings7.911 Ratings
Outbound response00 Ratings8.513 Ratings
Call forwarding00 Ratings8.113 Ratings
Click-to-call (CTC)00 Ratings8.612 Ratings
Warm transfer00 Ratings7.510 Ratings
Predictive dialing00 Ratings7.77 Ratings
Interactive voice response00 Ratings8.69 Ratings
REST APIs00 Ratings8.06 Ratings
Call scripts00 Ratings8.45 Ratings
Call tracking00 Ratings7.912 Ratings
Multichannel integration00 Ratings8.48 Ratings
CRM software integration00 Ratings9.68 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Zendesk Talk
8.3
14 Ratings
3% below category average
Inbound call routing00 Ratings8.210 Ratings
Omnichannel inbound routing00 Ratings8.28 Ratings
Recording00 Ratings8.613 Ratings
Quality management00 Ratings8.311 Ratings
Call analytics00 Ratings8.311 Ratings
Historical reporting00 Ratings8.611 Ratings
Live reporting00 Ratings8.612 Ratings
Customer surveys00 Ratings8.07 Ratings
Customer interaction analytics00 Ratings8.29 Ratings
Best Alternatives
Freshdesk Contact CenterZendesk Talk
Small Businesses
OpenPhone
OpenPhone
Score 9.5 out of 10
Broadvoice
Broadvoice
Score 9.2 out of 10
Medium-sized Companies
PanTerra Streams
PanTerra Streams
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.2 out of 10
Enterprises
Cisco Business Edition 7000
Cisco Business Edition 7000
Score 9.2 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Freshdesk Contact CenterZendesk Talk
Likelihood to Recommend
7.6
(9 ratings)
8.7
(14 ratings)
Usability
8.0
(1 ratings)
-
(0 ratings)
Support Rating
8.1
(6 ratings)
5.0
(6 ratings)
User Testimonials
Freshdesk Contact CenterZendesk Talk
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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Zendesk
Zendesk Talk is a great partner that helps us in the customer care area by managing every type of contact with customers (both phone calls and emails). I know there is also the possibility to have integration with instant messaging apps (like messenger and WhatsApp but I have never used them in my experience). In my opinion, the best scenario for Zendesk Talk is represented by a context with a high amount of contacts/requests where a unique platform could be a help both on the external side (customers) and on the internal side (a lot of colleagues who are working in the same area and have to work in a coordinate way). For customers, they could benefit from tailor-made answers, also based on past contacts for the same topic, and avoid waiting times during phone calls, with an immediate follow-up. For internal work management, operators don't overlap in a single request, and even if the same operator is not available the one who manages the request later has complete visibility of the entire topic from the historical point of view. Last but not least, I think that Zendesk Talk helps a lot in the context in which the request's speed is a KPI to manage constantly.
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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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Zendesk
  • 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.
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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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Zendesk
  • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
  • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
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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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Zendesk
No answers on this topic
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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Zendesk
In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
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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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Zendesk
Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
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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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Zendesk
  • We were able to reduce global headcount by 20% in our call centers.
  • Allowing customers to leave voicemails creates the personal touch needed and really increases our customer connectivity score. We saw increases in our CSAT scores after the implementation of this solution.
  • Call handling time and case reopen rates both decreased. Y/y it decreased 18% and 60%.
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ScreenShots