Compare InContact vs Freshcaller vs Hydra

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85%
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89%
30%

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87%
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49%
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53%
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35%
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InContact screenshot view 5 more Freshcaller screenshot view 4 more Hydra screenshot

Software Description:

NICE inContact is software intended to help businesses gain as many leads as possible, at minimum cost. It presents a comprehensive approach to fulfilling contact center requirements, and to help companies gain positive customer experience.

The inContact solution is based on hosted call center products called the Customer Interaction Platform, which enables its users to make inbound calls, outbound calls, or combination of both. The software seamlessly integrates with CRM platforms, including Salesforce, Oracle Service Cloud, and Microsoft Dynamics.

The platform offers following solutions: Inbound Contact Center; Outbound Contact Center; Contact Center Management; Customer Service Solutions; Enterprise Contact Center; Contact Center Compliance; Enable Security In The Cloud. NICE inContact also offers Workforce Optimization Software, which encourages employees' self-improvement and manages efforts to enhance the customer experience.

Software Description:

Freshcaller is a cloud PBX system using which you can purchase local and toll-free phone numbers in 40+ countries. You can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows you to provide a detailed set of options to your callers. The call queues in Freshcaller are powerful and enable you to make smart escalations based on your agent availability as well as business hour setting.

Businesses can choose to record all their phone conversations. Call Monitoring & Barging allows supervisors to listen and speak to customers real-time. Your team will always engage in contextual conversations with your callers. Freshcaller allows you to forward your incoming calls to your mobile while you are on the move. Freshcaller is the ideal call center for startups and small teams.

Why Freshcaller?

  1. Absolutely Zero Hardware
    No need to invest heavily on phone hardware for your call center.

  2. Absurdly Easy Setup
    A web browser and working internet connection is enough to run your call center.

  3. Astonishingly Affordable Software
    Kick-start your journey with a pay-as-you-grow plan. Our success lies in your growth.

Software Description:

The WebRTC ACD without physical infrastructures.

Your contact centre does not need to be tied to expensive physical infrastructure. Hydra, our ACD solution based on WebRTC technology, provides you with a remote platform through which agents can be monitored and controlled as if being in a traditional call centre, but when in fact no physical infrastructure is needed.

Natural language recognition

The use of Natural Language Recognition allows you, as a company manager, to take full control of the content of the conversations that take place on any of your business phone numbers, made or received by an employee working in any of your domestic or international offices or a teleworker, disregarding the device used (landline, mobile or IP phone). Beyond the common fact that you can receive a transcription of every single call, you will also receive its translation. Choose between different detection patterns to analyse any conversation, regardless of the language used.

Call recording

Ensure your services quality, accuracy and proficiency. Review easily and securely your customers’ requests and resolve quickly customers’ disputes. Improve your training efficiency and detect and defeat agents’ misconduct. Coupled with our cloud multilingual Natural Language Recognition system, analyse conversations taking place in any corporate phone line.

Advanced voice control

  • Voice Biometrics system.
  • Sentiment Analysis of speakers.
  • Intelligent management of call waiting.

Call monitoring

Audit in real time your employees and your Contact Centre. Barge calls or whisper agents on how to attend to customers while they are answering or making calls. Identify agents strengths and weaknesses and check adherence to scripts provided by Contact Centre management.

IVR

Our IVR gathers the necessary information from the caller and routes the call to the most appropriate destination. Our IVR service enables you to interact with callers and accepts inputs from them via DTMF tones or our multilingual ASR (Automatic Speech Recognition).

  • DTMF
  • ASR
  • Text2Speech

Advanced management of call-waiting queues and call routing

Our call queuing system helps you enhance your service level and customer satisfaction. Audit outsourced call centres and route calls to the most efficient agents. Inefficient detected agents can be automatically unlogged.

Security, management and reporting

  • Powerful and intuitive user interface.
  • Real-time manageable: maximum queue size, maximum waiting time, time delay overflow, etc.
  • Key performance metrics.
  • Recordings are also stored on our secure encrypted data storage and can be retrieved via our web-based management interface or downloaded to your premise through FTP.
  • Post-call surveys.
  • Configure supervisor and monitoring permissions and get reports on call monitoring activity.
  • Excel and Word exports.

Features:

  • Chat
  • Notifications
  • Data Export
  • Data Visualization
  • Dashboard
  • Contact Management
  • Call Tracking
  • Click-to-Dial
  • Call Disposition
  • Lead Management
  • External Integrations
  • API
  • Customer Management

Features:

  • Notifications
  • Multi-User
  • Softphone
  • Call Recording

Features:

  • Call Disposition
  • Chat
  • Notifications
  • Softphone
  • Call Tracking
  • Dashboard
  • Data Visualization
  • Contact Management

Summary:

  • Multi-Channel ACD

  • Workforce Management

  • Personal Connection™ Predictive Dialer

  • Cloud Contact Center Platform

  • Verint Speech Analytics Engine

  • Social, Chat, Phone, Email

  • Agent Scripting

  • ECHO Customer Feedback

  • Automated Speech Recognition (ASR) and Text-to-Speech (TTS)

  • Automatic Call Back

Summary:

  • Multi-level IVR to include all your departments/products/brands.

  • Smart Escalations to guide callers when your agents are busy/unavailable.

  • Call Masking to make your global team seem more local and closer to businesses.

  • Call Recording to analyze and improve your communication processes.

  • Business hour based routing to help regulate your work hours.

  • Call center software for startups and small teams.

  • Your professional cloud pbx system.

Summary:

  • The WebRTC ACD without physical infrastructures

Trial

Free
Included in plan:
  • $3 Worth of Phone Credits
  • Purchase Numbers in 50+ Countries
  • All Call Center Operations During Free Trial

Sprout

$0.00
1 user(s) / month
Included in plan:
  • Purchase Unlimited Phone Numbers
  • Add Unlimited Agents
  • Make Unlimited Concurrent Calls
  • Pay Only for Phone Calls Made
  • $0 Agent Fees

Blossom

$19.00
1 user(s) / month
Included in plan:
  • IVR (Phone Trees)
  • Business Hour Based Routing
  • Voicemail
  • Call Recording
  • Standard Call Queues

Garden

$40.00
1 user(s) / month
Included in plan:
  • Smart Escalations
  • Call Monitoring
  • Call Barging
  • Call Conferencing
  • Warm Transfer

FAQs:

    Does this service integrate with any other apps?
  • Integrations: Zendesk, Salesforce 1 Platform, Firefly, Cherwell Service Management, Salesforce App Cloud, IMIconnect, Inbenta, SpiceCSM, Microsoft Dynamics.

  • What are some applications this service is commonly used in tandem with?
  • It is commonly used in tandem with CRM applications like Salesforce and Oracle Service Cloud.

  • Does this service offer guides, tutorials and or customer support?
  • Support: Knowledge Base, Phone Support, Video Tutorials, Chat, Webinars.

  • Does this service offer multi-user capability (e.g. teams)?
  • No.

  • Does this service offer an API?
  • Yes, it offers API.

  • What is this service generally used for?
  • This service is generally used as a contact center management platform.

  • What platforms does this service support?
  • This is a web-based platform.

  • Who are the main user groups of this service?
  • NICE InContact can be used by small business and large enterprises alike and is in place across a wide variety of vertical markets. Industries covered: Business Process Outsourcers, Government & Education, Financial Services, Healthcare.

FAQs:

    Who are the main user groups of this service?
  • Freshcaller is the call center software for startups and small teams. The intention is to help businesses/teams set-up and run a powerful call center without spending a lot of time and money. Freshcaller is ideal for phone teams of size 1- 30. We believe that the teams and businesses from the following sectors will benefit the most from using Freshcaller: Retail/E-commerce, B2B, Logistics & Transportation, Business Services, Software / Information Technology, Education, Leisure/Hospitality, Food & Beverages, Energy, and Governmental / Non-profit organizations.

  • What is this service generally used for?
  • This service is used for enabling phone for businesses to handle their sales, support, finance, admin or general business operations.

  • What are some applications this service is commonly used in tandem with?
  • It is commonly used with Helpdesk, Servicedesk, CRM's as well as ATS solutions.

  • Does this service offer an API?
  • No - we are currently not offering an API.

  • Does this service offer guides, tutorials and or customer support?
  • We have created numerous solution articles in our support portal and update our knowledge base quite frequently. We also provide phone, email and chat support during the weekdays and email support over the weekends.

  • Does this service integrate with any other apps?
  • Freshdesk, one of the world's most loved helpdesk solutions uses Freshcaller to help its customers launch and maintain their phone operations. Freshcaller comes as an inbuilt phone channel inside Freshdesk. Freshcaller - being a phone application - can be used in a variety of businesses who need phones to conduct their sales and support operations.

  • What platforms does this service support?
  • All you need is Chrome browser and a working internet connection.

  • Does this service offer multi-user capability (e.g. teams)?
  • Yes. Freshcaller allows you to create teams who can then be configured to handle a particular set of calls based on the various call center scenarios.

FAQs:

    Does this service offer an API?
  • Yes.

  • Does this service offer guides, tutorials and or customer support?
  • Yes.

  • Does this service integrate with any other apps?
  • Yes.

Publisher:

Founded:
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Based in:
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Employees:
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Likes:
4.48k
Followers:
8.07k

Publisher:

Founded:
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Based in:
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Employees:
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Likes:
Followers:

Publisher:

Founded:
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Based in:
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Employees:
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Likes:
Followers:

Other:

Who uses InContact
  • SMEs
  • Enterprises
Desktop Platforms:
  • Web App
Languages:
English
Regional Restrictions:
No restrictions.

Other:

Who uses Freshcaller
  • Freelance
  • Startups
  • SMEs
Desktop Platforms:
  • Web App
Languages:
English
Regional Restrictions:
No restrictions.

Other:

Who uses Hydra
  • Enterprises
Desktop Platforms:
  • Web App
  • Windows
  • Macintosh
Languages:
Spanish, French, German, Italian, English, Portuguese
Regional Restrictions:
No restrictions.
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