Freshdesk Contact Center and Exotel, An In-Depth Comparison 2024

Comparison Summary

Freshdesk Contact Center: Freshdesk Contact Center offers a customizable cloud PBX system that eliminates the need for phone hardware. It features advanced routing, voice bots, and integrates with leading CRM tools.

Exotel: Exotel enables intelligent customer conversations globally through voice, messaging, and video. Conversations can be crafted at scale with ease.

Freshdesk Contact Center and Exotel: Customer Satisfaction Data

Most deployed common Use Cases for Freshdesk Contact Center and Exotel

What solutions does Freshdesk Contact Center and Exotel provide for Helpdesk Management?

Freshdesk Contact Center focuses on helping customer support agents manage inbound and outbound calls with customers. It emphasizes cloud-based call center operations and provides tools for analyzing call center performance. Exotel focuses on automating calls and integrating voice calling capabilities into applications. It offers a distributed call center product and uses APIs to automate responses to common queries.

"...Call Center without expensive hardware in differents places and times...." Peer review by Consultant

"...Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention...." Testimonial by Rajkishan, Senior Manager - Operations and Strategy, Swiggy

Why is Freshdesk Contact Center and Exotel the best choice for Engagement Management?

Freshdesk Contact Center and Exotel both enable contextual conversations with callers and offer call recording capabilities for analysis. However, Freshdesk Contact Center provides multi-level IVR and call blocking features, while Exotel focuses on integrating with other Freshworks products for a comprehensive engagement platform. Exotel offers free access for small businesses, while Freshdesk Contact Center does not provide specific free plans. Both systems have limitations in their ability to fully address the complex needs of large enterprises.

"...Engage in contextual conversations with your callers without any hardware nor maintenance costs...." Peer review from Freshworks

"...It is good for call tracking and also to follow up with the customers...." Peer review by Sreejith Vignesh B., Placement Officer

What benefits does Freshdesk Contact Center and Exotel offer for Communication Management?

Freshdesk Contact Center and Exotel both offer call tracking and monitoring features. Freshdesk Contact Center provides a more comprehensive solution with features like call recording, call barging, and multi-level IVR, while Exotel focuses on call tracking and automated SMS. Exotel's call tracking capabilities allow for real-time notifications and analytics, while Freshdesk Contact Center offers a live dashboard for monitoring calls. Both tools have limitations, as Freshdesk Contact Center lacks text messaging capabilities and Exotel may experience packet loss during recordings.

"...As a manager, it's really helpful to track how long our team members have been on the phone and you can even tag it so that you can track call time to a particular project or client...." Peer review by Steven Duran, Platform Director - Saint Joseph Communications, 5 Stones

"...For instance, by tracking calls, we have been able to reduce unnecessary calls happening between a delivery executive and a customer...." Peer review by Rajkishan, Operations & Strategy, Swiggy