TrustRadius

Freshdesk Omni vs. Kapture CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Omni
Score 8.8 out of 10
N/A
Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.
$35
per month per agent
Kapture CX
Score 0.0 out of 10
Enterprise companies (1,001+ employees)
Kapture CX is a customer experience management platform tailored for BFSI, Retail, Travel, and Consumer Durables, that enhances customer experiences through personalization and intelligent resolutions.
$39
per month per user
Pricing
Freshdesk OmniKapture CX
Editions & Modules
Growth
$29
per month (billed annually) per agent
Pro
$69
per month (billed annually) per agent
Enterprise
$109
per month (billed annually) per agent
ESSENTIAL
$39
per month per user
Offerings
Pricing Offerings
Freshdesk OmniKapture CX
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeRequired
Additional Details——
More Pricing Information
Features
Freshdesk OmniKapture CX
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk Omni
9.0
13 Ratings
9% above category average
Kapture CX
-
Ratings
Organize and prioritize service tickets8.913 Ratings00 Ratings
Expert directory8.613 Ratings00 Ratings
Subscription-based notifications8.711 Ratings00 Ratings
ITSM collaboration and documentation9.410 Ratings00 Ratings
Ticket creation and submission9.313 Ratings00 Ratings
Ticket response9.113 Ratings00 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk Omni
8.5
13 Ratings
6% above category average
Kapture CX
-
Ratings
External knowledge base8.313 Ratings00 Ratings
Internal knowledge base8.713 Ratings00 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk Omni
8.6
13 Ratings
7% above category average
Kapture CX
-
Ratings
Customer portal8.713 Ratings00 Ratings
IVR8.510 Ratings00 Ratings
Social integration7.912 Ratings00 Ratings
Email support9.213 Ratings00 Ratings
Help Desk CRM integration8.813 Ratings00 Ratings
Best Alternatives
Freshdesk OmniKapture CX
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
SysAid
SysAid
Score 8.9 out of 10
SysAid
SysAid
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Freshdesk OmniKapture CX
Likelihood to Recommend
9.1
(13 ratings)
-
(0 ratings)
Usability
9.1
(13 ratings)
-
(0 ratings)
User Testimonials
Freshdesk OmniKapture CX
Likelihood to Recommend
Freshworks Inc
For a typical technical support help desk use case Freshdesk Omni is great! It has the advanced features of automating responses and canned answers where appropriate. The AI functionality seems good but not something we are leveraging at this point given the volume of tickets.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Read full review
Kapture
No answers on this topic
Pros
Freshworks Inc
  • When an agent receives a call via Dialpad or Amazon Connect, Freshdesk Omni automatically displays relevant customer details, previous interactions, and ticket history in a single view.
  • Every call (answered, missed, or voicemail) is automatically logged into Freshdesk as a ticket, including details like call duration, customer number, and agent notes.
  • Agents can initiate outbound calls directly from Freshdesk using click-to-call functionality, reducing manual dialing errors and saving time.
Verified User
Anonymous
Read full review
Kapture
No answers on this topic
Cons
Freshworks Inc
  • It is a very user-friendly tool. We haven't found any drwback in any of the modules provided. It works excellently at my organization.
  • Its powerful workflow automation reduces manual effort for job assigning and makes our process more efficient and saves valuable time.
NC
Niranjan choudhary
Manager Business Excellence
Read full review
Kapture
No answers on this topic
Usability
Freshworks Inc
Utilizing a unified platform has successfully reduced the resolution time for customer-facing issues. This streamlined approach enhances efficiency and generates valuable insights that can be leveraged to improve our services and better understand customer needs, ultimately leading to a more satisfying experience for our clients.
Chaitanya Jadhavar | TrustRadius Reviewer
Chaitanya Jadhavar
Technical account Manager
Read full review
Kapture
No answers on this topic
Alternatives Considered
Freshworks Inc
1) Price is also a point to decide, other Service Providers were providing similar features but the prices were slightly on a higher side. 2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less features comparing to Freshworks
Verified User
Anonymous
Read full review
Kapture
No answers on this topic
Return on Investment
Freshworks Inc
  • Our customers often give feedback to closed tickets to track satisfaction scores
  • Customers appreciate the value of viewing their tickets in the customer portal
  • We save time by having a single source system to interact with our customers and track issue history.
Greg Ross | TrustRadius Reviewer
Greg Ross
Systems Engineer
Read full review
Kapture
No answers on this topic
ScreenShots

Freshdesk Omni Screenshots

Screenshot of Advanced AnalyticsScreenshot of Team InboxScreenshot of Customer Communication ManagementScreenshot of Conversational AI

Kapture CX Screenshots

Screenshot of Kapture's in-built analytics, including natural language processing query to provide visibility into agent performance.Screenshot of an individual customer persona, used to enable personalized and effective interactions at every touchpoint.Screenshot of the recommended responses, professionalism checks, and step-by-step navigation that speed customer resolution.Screenshot of a multilingual chatbot that takes simple, repetitive questions off a support team’s plate to give agents time back to provide more meaningful support.