Freshdesk Contact Center vs. Zoom Phone

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
Zoom Phone
Score 8.8 out of 10
N/A
Built on Zoom's platform, Zoom's cloud phone consolidates business communication and collaboration into a single system. Available in 40+ countries, with expandable coverage through a bring-your-own-carrier offering, Zoom Phone supports inbound and outbound calling through the public switched telephone network (PSTN). Features: Post call summary & next steps A post-call summary from Zoom’s AI Companion keeps the focus on the conversation instead of…
$10
per month per user
Pricing
Freshdesk Contact CenterZoom Phone
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
US & Canada Metered
$10
per month per user
US & Canada Unlimited
$15
per month per user
Global Select
$20
per month per user
Offerings
Pricing Offerings
Freshdesk Contact CenterZoom Phone
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional DetailsNo fees for emergency 911 Service No fees for compliance and administrative cost recovery Fee No 10DLC SMS fees
More Pricing Information
Features
Freshdesk Contact CenterZoom Phone
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Freshdesk Contact Center
8.9
8 Ratings
11% above category average
Zoom Phone
9.5
32 Ratings
17% above category average
Hosted PBX9.06 Ratings10.014 Ratings
Multi-level Interactive Voice Response (IVR)8.28 Ratings9.719 Ratings
Call reports9.48 Ratings9.420 Ratings
Directory of employee names9.27 Ratings9.228 Ratings
User templates00 Ratings9.216 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
Zoom Phone
9.2
33 Ratings
9% above category average
Answering rules8.58 Ratings9.930 Ratings
Call recording9.08 Ratings9.931 Ratings
Call park9.07 Ratings9.924 Ratings
Call screening8.58 Ratings9.923 Ratings
Message alerts9.47 Ratings9.728 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Freshdesk Contact Center
9.6
6 Ratings
18% above category average
Zoom Phone
9.6
21 Ratings
18% above category average
Audio conferencing9.66 Ratings9.520 Ratings
Video conferencing00 Ratings9.520 Ratings
Video screen sharing00 Ratings9.720 Ratings
Instant messaging00 Ratings9.717 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Freshdesk Contact Center
-
Ratings
Zoom Phone
9.9
32 Ratings
20% above category average
Mobile app for iOS00 Ratings9.928 Ratings
Mobile app for Android00 Ratings10.022 Ratings
Best Alternatives
Freshdesk Contact CenterZoom Phone
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
CloudTalk
CloudTalk
Score 8.5 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Freshdesk Contact CenterZoom Phone
Likelihood to Recommend
8.8
(9 ratings)
9.4
(35 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(1 ratings)
Usability
8.0
(1 ratings)
8.0
(1 ratings)
Support Rating
8.1
(3 ratings)
6.6
(4 ratings)
User Testimonials
Freshdesk Contact CenterZoom Phone
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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Zoom
We found out, the hard way, that Zoom Meeting is not the same as Zoom Webinar, and there is a significant cost difference. The Zoom Workplace is a great tool, and I am learning that there a many ways to customize it for our company.
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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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Zoom
  • Transcribes voicemails. Great for those verbose folks that leave long voicemails.
  • Loud and clear volume quality! Great in a busy office with lots of people talking.
  • Easy to keep track of who has called me. Has Caller ID which is helpful.
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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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Zoom
  • We needed to link each of our team members' personal emails to the Zoom account so we have to filter VM notifications out of our personal accounts.
  • It'd be nice if you could set business hours through the webpage to include a lunch break so that you don't have to manually go in to edit.
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Likelihood to Renew
Freshworks Inc
No answers on this topic
Zoom
Integrated into our network. System wide access. Staff are comfortable with the product
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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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Zoom
Zoom Phone has a very sleek design which makes it very easy to operate and use both in the setting up of and interacting in a meeting space. That being said, certain features can seem a bit crowded while trying to screen share or display video which somewhat defeats the purpose of the application as compared to a standard conference call.
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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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Zoom
Support have been great during the time for implementing Zoom Phones to our team of 50 people. There were times where they kept supporting us through links but more and more we had actual people getting back to us via emails so we are very happy overall. The product is so great, too.
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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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Zoom
The big draw for us to Zoom Phone is that they shook up the market. They entered the phone market by taking their overwhelming success in video conferencing, and bringing that innovation and skill to designing a game changing phone system. There is really not much difference among the other systems, except maybe their interface. They're a dime a dozen. Zoom does things differently, focusing in on the needs of the end users, and delivers a solid system that is worry free for I.T. departments
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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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Zoom
  • Easier to establish and connect with new users, especially since we do not need to obtain a desktop phone for new employees and existing modern technology can support Zoom Workplace functionality
  • The ability to send gifs, funny messages, or responses within the day to day business truly lifts up our spirits, adds some humor to the day. I see that as a very positive thing with our team!
  • If some of our more seasoned and traditional employees are reluctant to Zoom Workplace, we are at a loss. This is not Zoom Workplace's fault necessarily, but when an employee refuses to download the app or maintain their account, its a challenge to add "External" employees and keep them in the loop in the same capacity
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ScreenShots

Zoom Phone Screenshots

Screenshot of the Zoom AI for business phone communications, available at no additional costScreenshot of Zoom's integrated workflowsScreenshot of the Call Handling Panel