Freshdesk Contact Center vs. PanTerra Networks

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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One of the main draws of PanTerra Networks Streams is the unlimited calling, which was very enticing. We chose the platform over other models (per-call for example) because they simplified billing. While the video conferencing and messaging feel bare-bones or underdeveloped in comparison to other players in the market, the fact that the messaging is seamlessly integrated into the PBX makes it easy to use. The call routing systems are especially robust, which in the collections world is very important to be able to segment calls to different users.

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• 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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• Attended or un-attended answering of incoming calls
• Transfer calls to appropriate person
• Integrates with cell phones for always available
• Keeps a log of phone calls
• Allows me to use messaging on my phone system and desktop
• Allows me to manage user accounts

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• 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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• Integration with Gorgias software
• Accounting had asked me to mention the way the bills are shown in the invoices can be confusing as to how it is broken out and what each charge is for. She mentioned wishing it was a little more detailed.
• Virtual test environment would be nice. When testing if there is an outage or testing updates, it would be cool to either be able to hear what a customer would hear and make sure things are working in the system without interrupting customer service. This is small, but a feature that would be cool to utilize.

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In all likelihood, we will remain Panterra customers for many years. VoIP phone and messaging is a rapidly expanding and evolving market, however, and its possible a better solution will come along, but for now, Panterra Streams offers a compelling solution combining leading features, great customer service, and affordable pricing.

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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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PanTerra Networks needs to make the interface more user friendly and make it easier for the users. Like saving message templates or saving phone numbers for the fax directory.

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We have not experienced any outages or issues during business hours

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Fantastic. Very happy!!! We love it and haven't had any issues.

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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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Always available and quick to respond. The team is also very knowledgeable so no waiting for a fix or an answer. At times they just go in and fix the setting vs telling you how to do it and sending you on your way. It's also done via text so you don't need to drop your call or be on hold

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Everything was fantastic. Training was sufficient and everything was easy to use. It was provided on our schedule and was very clear. I did the training myself. Training person was very knowledgeable. We are very happy. Only two users. very happy very happy very happy very happy very happy very happy

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The implementation was very smooth. They assisted in getting phones tied to the various lines and getting everything set up in the admin portal. It's been a few years since our implementation, but there were no issues at the time.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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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Independently Invited by TrustRadius

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PanTerra Networks is viewed as more competitive, and close enough to win. Those other companies do offer more integrations off the shelve, and do have a more user friendly portal. Panterra does give the client a more personalized experience when it comes to the presentation, so the customer feels like they're getting a more personalized experience.

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Best pricing available. VERY HAPPY. Has not increased much at all.

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We only have three phones and two users

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• 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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Independently Invited by TrustRadius

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• Very reliable. We make hundreds of calls outbound and there has never been a connectivity issue or otherwise
• We decreased our monthly expense for reliable service by several hundred dollars
• The onboarding support was the best we've ever experienced. They were on the phone while we hooked up every phone, tested, and got it all set up with ease.
• Any changes needed after onboarding were difficult to accomplish without a call to customer service. Some of those calls to customer service made things more confusing

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info