LiveAgent vs Freshcaller: Which call center software suits your business best?

In an ideal business environment, your customer support and call management tools would effortlessly enhance your team's efficiency and service quality. However, when it comes to selecting the right platform for managing customer interactions, the choice can be daunting. LiveAgent and Freshcaller are two of the top contenders in this space, each offering a unique set of features and benefits.

In this article, we'll compare LiveAgent and Freshcaller in detail, breaking down their core features, key differences, and pricing structures. By the end of this comparison, you'll have a clear understanding of which platform aligns best with your business's customer service needs, helping you to deliver exceptional support and streamline your team's workflows.

LiveAgent and Freshcaller are prominent contenders in the world of customer support and call management software, each catering to distinct business requirements and user preferences.

LiveAgent is well-known for its comprehensive customer support suite, which includes a powerful ticketing system, live chat, and call center capabilities. It excels in providing an all-in-one solution for managing customer interactions across multiple channels, ensuring that support teams can efficiently track and resolve queries from a centralized platform.  On the other hand, Freshcaller is a dedicated call center solution that offers a modern, cloud-based approach to call management. Originally part of the Freshworks suite, Freshcaller focuses on providing robust voice capabilities, such as call routing, IVR systems, and call analytics. 

Now, let's delve into a detailed comparison of LiveAgent vs. Freshcaller to help you determine which platform is best suited for your customer support and call management needs.

When comparing LiveAgent and Freshcaller, several key differences can influence your choice of customer support and call management platform. One of the primary distinctions lies in their focus and functionality, tailored to meet different business needs.

LiveAgent is designed as a comprehensive customer support solution, offering a wide range of tools including a robust ticketing system, live chat, email support, and call center capabilities. It’s particularly suited for businesses that need to manage customer interactions across multiple channels from a single, unified platform. LiveAgent excels in providing a structured environment where all customer inquiries—whether via phone, chat, or email—can be efficiently tracked, managed, and resolved. Its integration with various CRM systems, automation features, and detailed reporting capabilities make it an ideal choice for businesses looking to streamline their entire customer service operations.

On the other hand, Freshcaller is a specialized call center software that focuses exclusively on voice communication. It’s part of the Freshworks suite, and it’s designed to offer modern, cloud-based call management with features like interactive voice response (IVR), call routing, and detailed call analytics. Freshcaller’s primary strength is its simplicity and efficiency in managing inbound and outbound calls, making it particularly suitable for businesses that prioritize voice-based customer interactions. The platform's easy setup and user-friendly interface make it a go-to choice for teams looking to quickly establish a reliable call center without the need for additional support channels.

Another significant difference between LiveAgent and Freshcaller is their pricing and feature offerings. LiveAgent offers a range of plans that include multi-channel support, while Freshcaller’s pricing is more straightforward, focusing on voice capabilities with optional add-ons for advanced features.

• All-in-one solution: LiveAgent integrates multiple customer support channels, including email, live chat, social media, and phone support, into one platform. This makes it easier for teams to manage customer interactions from a single interface.
• Comprehensive ticketing system: The robust ticketing system in LiveAgent allows for efficient tracking and management of customer inquiries. It automatically converts customer interactions from different channels into tickets, ensuring nothing falls through the cracks.
• Extensive integrations: LiveAgent supports integration with a wide range of third-party applications and CRM systems, enabling seamless workflows and enhancing productivity by connecting with tools already in use.
• Automation and workflow customization: LiveAgent offers powerful automation features, such as automatic ticket distribution, predefined responses, and workflow rules, which help streamline operations and reduce manual effort.
• Multi-language support: LiveAgent supports multiple languages, making it a great choice for businesses operating globally or serving diverse customer bases.

• Complex setup for small teams: Due to its wide range of features, LiveAgent can be overwhelming for smaller teams, particularly during the initial setup and customization phases, requiring time and effort to fully configure.
• Cost for full features: While LiveAgent offers various pricing tiers, accessing all of its advanced features and integrations can be expensive, especially for small businesses or startups with limited budgets.
• Learning curve: The comprehensive nature of LiveAgent’s features can result in a steep learning curve for new users, necessitating training to effectively utilize the platform’s full capabilities.
• Interface clutter: Some users find LiveAgent’s interface to be cluttered or not as intuitive as other customer support tools, which can hinder ease of use, particularly for those new to the platform.
• Mobile app limitations: While LiveAgent offers mobile apps, they are less feature-rich compared to the desktop version, potentially limiting the ability to manage customer support effectively on the go.

• User-friendly interface: Freshcaller is known for its intuitive and easy-to-use interface, making it simple for teams to set up and manage their call center operations without extensive training or technical expertise.
• Scalable and flexible pricing: Freshcaller offers a variety of pricing plans that cater to businesses of all sizes, from small startups to large enterprises. The flexible pricing structure allows businesses to scale their call center operations as they grow.
• Advanced call routing and IVR: Freshcaller provides robust call management features like Interactive Voice Response (IVR) systems and advanced call routing, ensuring that calls are directed to the right agents, improving customer experience.
• Real-time call monitoring and analytics: Freshcaller offers comprehensive real-time call monitoring and analytics, allowing supervisors to listen in on calls, provide feedback, and analyze performance metrics to optimize call center operations.
• Cloud-based solution: Being a cloud-based platform, Freshcaller requires no additional hardware, making it easy to deploy and manage. It also allows agents to work from anywhere, supporting remote work and distributed teams.

• Limited multi-channel support: Freshcaller is primarily focused on voice communication and lacks the multi-channel support features that some businesses may require, such as live chat, social media, or email integration.
• Basic CRM integration: While Freshcaller integrates with the Freshworks suite, its integration with other CRM systems and third-party applications is not as extensive as some competitors, which might limit its usefulness for businesses using other tools.
• Feature restrictions in lower-tier plans: Some of the more advanced features, such as call recording and analytics, are only available in higher-tier plans, which could increase costs for businesses needing these functionalities.
• Limited customization: While Freshcaller offers essential call center features, it may lack the depth of customization that larger or more complex organizations require to tailor the platform to their specific needs.
• Occasional call quality issues: Some users have reported occasional issues with call quality, such as dropped calls or delays, which can be a concern for businesses that rely heavily on voice communication for customer support.

LiveAgent offers a comprehensive, multi-channel customer support solution, integrating email, chat, social media, and phone support into one platform, making it ideal for businesses seeking a unified approach to customer service. 

In contrast, Freshcaller is a specialized, cloud-based call center solution that focuses exclusively on voice communication, providing robust features like IVR and call routing. While LiveAgent excels in managing diverse customer interactions across various channels, Freshcaller stands out for its simplicity and effectiveness in handling voice calls.

Whether LiveAgent is better than Freshcaller depends on your business’s specific needs. LiveAgent is superior if you require an all-in-one customer support platform that integrates multiple communication channels, offering advanced ticketing, reporting, and automation features. It's particularly beneficial for businesses managing high volumes of inquiries across various channels. 

On the other hand, Freshcaller excels as a dedicated call center solution, providing a streamlined, user-friendly experience for businesses focused solely on voice communication. If your primary need is efficient call management with features like IVR and call routing, Freshcaller might be the better choice.

LiveAgent is best used for businesses that require a comprehensive and integrated customer support solution. It excels in managing customer interactions across multiple channels, including email, live chat, social media, and phone, all from a single platform. 

With its robust ticketing system, automation features, and extensive integrations, LiveAgent is ideal for teams looking to streamline their support processes, improve response times, and maintain high levels of customer satisfaction. It's particularly well-suited for businesses that handle a large volume of customer inquiries and need to ensure efficient, consistent service across various communication channels.

LiveAgent can potentially replace Freshcaller for businesses seeking a unified platform that handles both voice communication and other support channels like email, live chat, and social media. While LiveAgent includes robust call center features such as call routing, IVR, and call logging, it offers a broader range of customer support tools beyond just voice. 

However, if your primary focus is on managing high-volume voice communications with specialized call center features, Freshcaller might still be more suitable due to its dedicated focus on voice capabilities.

Whether LiveAgent is cheaper than Freshcaller depends on your specific needs and the features you require. LiveAgent offers various pricing tiers that include a wide range of customer support tools, which can make it more cost-effective for businesses needing an all-in-one solution. However, if you only need voice communication capabilities, Freshcaller’s pricing might be more affordable, especially for smaller teams or those with limited needs. 

While Freshcaller’s basic plans are generally lower in cost, LiveAgent’s comprehensive feature set could provide better value for money if your business requires multi-channel support, making a direct price comparison dependent on your overall requirements.

The search for a "better" software than LiveAgent is subjective and depends on your specific business needs and preferences.

Alternatives to LiveAgent worth considering based on your unique requirements are Zendesk, a powerful option for enterprises needing advanced analytics and customization, Freshdesk, providing a user-friendly experience with strong automation features, and Help Scout, which focuses on simplicity and customer-centric support, offering a more personalized approach.

To find the best solution, carefully assess your support needs, existing tools, and desired features, considering factors like cost, scalability, and ease of use.

Freshcaller is a specialized call center solution focused on providing efficient voice communication management, with features like IVR, call routing, and real-time call monitoring. It is ideal for businesses prioritizing phone support and needing a straightforward, cloud-based platform. 

In contrast, LiveAgent offers a broader range of customer support tools, integrating not only voice communication but also email, chat, and social media into a unified system. While Freshcaller excels in simplicity and voice-focused capabilities, LiveAgent provides a more comprehensive solution for businesses that require multi-channel support and a robust ticketing system to manage customer interactions across various platforms.

Whether Freshcaller is better than LiveAgent depends on your business’s focus. Freshcaller is the better option if your primary need is efficient voice communication management within a straightforward, cloud-based platform. Its specialized features, like IVR and call routing, make it ideal for businesses that prioritize phone support without the complexity of managing multiple channels. 

However, if your business requires a comprehensive customer support solution that integrates various communication methods beyond just voice, LiveAgent is the superior choice. Freshcaller excels in simplicity and effectiveness for call centers, but LiveAgent offers more versatility for multi-channel customer service operations.

Freshcaller is best used for businesses that need a dedicated, cloud-based call center solution focused on managing voice communication efficiently. It excels in handling inbound and outbound calls, offering features like interactive voice response (IVR), advanced call routing, and real-time call monitoring. 

Freshcaller is ideal for companies that prioritize phone support as a key aspect of their customer service strategy, especially those looking for a straightforward platform that can be quickly set up without the need for extensive IT resources. Its simplicity and focus on voice communication make it particularly useful for small to medium-sized businesses.

Freshcaller cannot fully replace LiveAgent if your business requires a comprehensive, multi-channel customer support solution. While Freshcaller is excellent for managing voice communications with its robust call center features like IVR and call routing, it focuses solely on phone support. LiveAgent, on the other hand, offers a broader range of tools, including email, live chat, and social media integration, alongside its call center capabilities. 

If your business needs to manage customer interactions across multiple channels, LiveAgent is the more versatile option. However, if voice communication is your primary concern, Freshcaller may be sufficient for your needs.

Freshcaller is generally cheaper than LiveAgent’s pricing plans, particularly if your business primarily needs voice communication features. Freshcaller’s pricing plans are designed specifically for call center operations, offering a more affordable option for businesses focused on phone support. 

In contrast, LiveAgent includes a broader range of customer support tools across multiple channels, which can make it more expensive, especially if you require access to its full feature set. However, the overall cost comparison depends on the specific features you need, as LiveAgent’s comprehensive approach might provide better value if your business requires multi-channel support and extensive integrations.

Determining if there's a "better" software than Freshcaller depends on your specific needs and preferences. Freshcaller is well-regarded for its simplicity and effectiveness in managing voice communications, making it an excellent choice for businesses focused on call center operations.

However, alternatives to Freshcaller like Aircall, RingCentral, and Nextiva offer their own strengths. Aircall provides advanced call analytics and seamless CRM integrations, RingCentral is known for its robust unified communications features, including video conferencing, and Nextiva combines voice communication with powerful business analytics. The "better" software for you will depend on factors such as your call management needs, existing tech stack, and the level of integration and features you require.

In terms of integration possibilities, both LiveAgent and Freshcaller provide a wide array of options designed to enhance your business operations. LiveAgent supports integrations with various tools, including CRM systems like Salesforce and HubSpot, as well as popular communication platforms like Slack and WhatsApp, ensuring seamless connectivity across your support channels. 

However, Freshcaller stands out due to the sheer number and quality of integrations it supports, particularly within the Freshworks ecosystem. Freshcaller easily connects with other Freshworks products like Freshdesk and Freshsales, providing a unified experience for managing customer relationships, sales, and support. This extensive integration capability gives Freshcaller an edge for businesses looking for a deeply interconnected system.

Freshcaller's impressive Interactive Voice Response (IVR) system is specifically designed to guide customers seamlessly to the right department or agent, reducing wait times and significantly enhancing customer satisfaction. This IVR capability allows businesses to create multi-level menus, enabling callers to self-select the appropriate service or agent, which is particularly beneficial in high-volume environments. 

While LiveAgent offers comprehensive VoIP call center software with various call management features, it lacks an explicit mention of a dedicated IVR system with the same level of sophistication as Freshcaller's. For businesses that prioritize efficient call handling and a streamlined customer experience, Freshcaller's advanced IVR system makes it the preferable choice, ensuring that customers are directed quickly and effectively to the support they need.

With Freshcaller's advanced call routing and queuing options, businesses can ensure that every customer call is directed to the most appropriate agent promptly, significantly reducing the likelihood of customers being stuck in long holding patterns. Freshcaller allows for customized call flows, including options like skill-based routing, time-based routing, and multi-level IVR, ensuring that calls are handled efficiently according to specific business needs. 

While LiveAgent provides a robust omnichannel VoIP call center solution, it doesn't offer the same level of customization in call routing and queuing as Freshcaller does. This gives Freshcaller a distinct advantage for businesses that prioritize precise and efficient call management, particularly in high-volume environments where optimizing call distribution is critical.

Through its robust customer portal, LiveAgent encourages active communication and collaboration among customers, enabling them to solve problems collectively, share best practices, and even contribute to a knowledge base. This feature is particularly valuable for businesses that want to build a strong customer community, as it allows users to interact directly with each other, fostering a sense of belonging and shared learning. 

While Freshcaller excels in promoting collaboration and productivity within internal teams, its feature set is primarily focused on call management and does not extend to building or supporting a customer community. This gives LiveAgent a distinct advantage for businesses seeking to enhance customer engagement and leverage collective knowledge, making it a more comprehensive solution for fostering a connected and informed user base.

Both LiveAgent and Freshcaller deliver robust call center capabilities tailored to different business needs. LiveAgent provides an omnichannel, dematerialized VoIP call center solution, enabling businesses to handle voice calls, record conversations, and even conduct video calls, all within a unified platform that supports seamless integration with other communication channels like email and live chat. 

On the other hand, Freshcaller excels in the easy setup and management of call centers, offering features like customizable answering machines, line sharing, and spam blocking, which are particularly beneficial for businesses focused on optimizing their voice communication. Whether you need the multi-channel versatility of LiveAgent or the streamlined, voice-focused functionality of Freshcaller, either tool could serve as the ideal choice for setting up and managing an efficient call center, depending on your specific operational requirements.

When comparing the usability of LiveAgent and Freshcaller, LiveAgent clearly excels as the more user-friendly option. Its intuitive design and simple learning curve stand out, making it easy for users to get started quickly. Upon logging in, the LiveAgent dashboard is immediately navigable, with features like ticket management, live chat, and call center functions clearly laid out. This thoughtful design helps users become proficient faster, improving overall task efficiency. 

Freshcaller, while straightforward and effective for call management, lacks the same level of intuitiveness, especially when managing more complex workflows, making it a solid but less user-friendly alternative.

LiveAgent's advanced reporting capabilities empower businesses to delve deeply into customer interactions, offering the ability to create custom reports and dashboards for comprehensive data analysis. This feature sets it apart from Freshcaller's more basic performance monitoring and reporting. 

While Freshcaller provides essential metrics like call duration, response time, and agent performance, LiveAgent goes further by offering detailed insights into customer satisfaction, ticket trends, and agent efficiency. LiveAgent's robust analytics enable businesses to track and visualize key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, helping teams make more informed, data-driven decisions that can significantly enhance customer support strategies.