TrustRadius

Freshdesk Contact Center vs. Support Genie

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk Contact Center
Score 6.9 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
Support Genie
Score 0.0 out of 10
N/A
Support Genie's customer care solution automates support with artificial intelligence and augmented reality. AI saves time and resources by facilitating incoming support issues by identifying faulty defects and offer a solution directly to customers' smartphones with augmented reality. This is done to enhance the customer experience by improving the way a company administers product support inquiries.N/A
Pricing
Freshdesk Contact CenterSupport Genie
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 CenterSupport Genie
Free Trial
YesYes
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeOptionalNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Freshdesk Contact CenterSupport Genie
Features
Freshdesk Contact CenterSupport Genie
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Freshdesk Contact Center
8.9
Ratings
11% above category average
Support Genie
-
Ratings
Hosted PBX9.00 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)8.20 Ratings00 Ratings
Call reports9.40 Ratings00 Ratings
Directory of employee names9.20 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Freshdesk Contact Center
8.9
Ratings
6% above category average
Support Genie
-
Ratings
Answering rules8.50 Ratings00 Ratings
Call recording9.00 Ratings00 Ratings
Call park9.00 Ratings00 Ratings
Call screening8.50 Ratings00 Ratings
Message alerts9.40 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Freshdesk Contact Center
9.6
Ratings
19% above category average
Support Genie
-
Ratings
Audio conferencing9.60 Ratings00 Ratings
User Ratings
Freshdesk Contact CenterSupport Genie
Likelihood to Recommend
8.8
(0 ratings)
-
(0 ratings)
Usability
8.0
(0 ratings)
-
(0 ratings)
Support Rating
8.1
(0 ratings)
-
(0 ratings)
User Testimonials
Freshdesk Contact CenterSupport Genie
Likelihood to Recommend
One of FreshDesk Contact Center's greatest strengths is that it can centralize all of a company's channels for communicating with customers. Additionally, you get access to a large number of free collaborators seats, enabling you to bring on board non-customer support team members who may play an indirect role in handling client concerns. Offering an omnichannel experience to our staff and consumers eliminates the need to juggle numerous tools for handling customer service issues. In addition, we may direct customer service interactions like tickets, chats, and phone calls according to predetermined guidelines.
James Dilley | TrustRadius Reviewer
James Dilley
System Administrator
Read full review
No answers on this topic
Pros
  • Routes parent request directly to our admin department
  • Allows you to set up chats
  • Allows you to measure how well you are doing
Verified User
Anonymous
Read full review
No answers on this topic
Cons
  • 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
Steven Duran
Platform Director - Saint Joseph Communications
Read full review
No answers on this topic
Usability
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
Steven Duran
Platform Director - Saint Joseph Communications
Read full review
No answers on this topic
Support Rating
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.
Verified User
Anonymous
Read full review
No answers on this topic
Alternatives Considered
We selected Freshdesk Contact Center because it proved to be easier to use not only for us but for the parents who call our school as well. Our parent complaints of not being able to reach our admin department have significantly decreased. I think Freshdesk Contact Center stacks up against Cisco in that the ease of use is better and the price is more efficient.
Verified User
Anonymous
Read full review
No answers on this topic
Return on Investment
  • Overpriced for what it offered - we paid nearly $600/month for 10 users. Could not drop them fast enough for this reason alone.
Verified User
Anonymous
Read full review
No answers on this topic
ScreenShots