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Compare Freshdesk vs MiContact Center

What is better Freshdesk or MiContact Center? If you need a competent Customer Support Software product for your enterprise you must remember to examine different options. It doesn’t have to be complex, and can be as quick as matching their traits in a table like the one below. You will also get a good idea how each product works. As an example, on this page you can check Freshdesk’s overall score of 9.7 and compare it against MiContact Center’s score of 7.8; or Freshdesk’s user satisfaction level at 100% versus MiContact Center’s N/A% satisfaction score.

The comparison can help you identify the good and bad points of each service, and decide which one matches your requirements better. Beyond the robust features, the solution that is easy to understand and use is always the better product.

At this time, the most popular solutions in our Customer Support Software category are: Zendesk, Salesforce Service Cloud, Freshdesk.

SmartScore™

OUR SCORE 9.7

User Satisfaction

CUSTOMER EXPERIENCE 100%

Pricing

Starting from $15

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Ticket Management and Monitoring
  • Team Inbox
  • SLA Management
  • Agent Collision Detection
  • Custom Ticket Creation
  • Repeated Action Automation
  • Pre-formatted Response Generation
  • Team Huddle
  • Shared Ownership
  • Linked Tickets
  • Ticket Splitting
  • Multichannel Support
  • Ticket Dispatch
  • Intelligent Ticket Management
  • Time-triggered Automation
  • Event-triggered Automation
  • Real-time Email Notification
  • Immediate Solutions Provider
  • Email to Knowledge Base Content
  • Feedback Mechanism
  • Knowledge Base Monitoring
  • Moderation Creation and Management
  • Forum topic to ticket conversion
  • Helpdesk and customer satisfaction reports
  • Real-time customer analytics
  • Customized Reports
  • Portal Design and Customization
  • Agent Management and Delegation
  • Custom Ticketing, URL, and apps
  • Customer Segmentation
  • Custom SSL Certificates
  • IP and Network Restrictions
  • Identity and Access Management

Pricing Info

Freshdesk offers a free app and four price points for various business sizes. All plans include 24/7 email support and 24/5 phone support. You can easily sign up for Freshdesk free trial here.

Sprout – Free

  • Unlimited Agents
  • Email Ticketing
  • Ticket Trend Report
  • Social Ticketing
  • Knowledge Base
  • Ticket Dispatch
  • Team Collaboration
  • Call-to-ticket conversion

Blossom

–  $19/agent/month or $15/agent/month/annual billing

  • All Sprout Features
  • Automation Capabilities
  • In-depth Helpdesk
  • Chats and Calls Management
  • Marketplace Apps
  • SLA Management
  • Business Hours

Garden

– $45/agent/month or $35/agent/month/annual billing

  • All Blossom Features
  • Triggered Messages
  • Time Tracking
  • Call Masking
  • Session Replay
  • Multilingual Knowledge Base
  • CSAT Surveys
  • Performance Reports
  • Embedded Chat FAQs
  • IVR

Estate

– $69/agent/month or $49/agent/month/annual billing

  • All Garden Features
  • Automatic Ticket Assignment
  • In-app Chat Campaigns
  • Answer Bot
  • Portal Customization
  • Custom Roles
  • Enterprise Reporting
  • Multiple SLAs and Timezones
  • Smart Call Escalations
  • Call Barging and Monitoring

Forest

– $125/agent/month or $99/agent/month/annual billing

  • All Estate Features
  • Skill-based Ticket Assignment
  • IP Whitelisting
  • Extendable API Rate Limit
  • Sandbox
  • Phone Calls Holiday Routing
  • HIPAA Compliance
  • Co-browsing
  • Multilingual Chat FAQs

Field Service Management

– $29/field technician/month

  • Available on Estate and Forest Plans
  • Add Field Technicians
  • Service Performance tracking
  • Schedule and Appointment Management
  • 24/7 Email Support
  • 24/5 Phone Support
  • Reports

You can take advantage of Freshdesk’s omnichannel capability for a fee if you subscribe to either Garden or Estate. But you get it free with Forest.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Honda, 3M, Hugo Boss, Petronas, Sony Pictures, University of Pennsylvania, Unicef

Integrations

Freshdesk offers out-of-the-box integrations with a wide range of popular business applications such as CRM systems, invoicing tools, and eCommerce solutions, among others. Freshdesk is tightly integrated with Google Apps including Analytics, Contacts, Calendar, Hangouts, Drive, and Gmail. These integrations enable a slew of additional capabilities including the ability to schedule customer calls, attach large files to tickets, and much more. Some of the other integrations include Box, Campaign Monitor, Dropbox, Freshbooks, Jiira, LogMeIn, Mailchimp, Slack, Shopify, Salesforce, SurveyMonkey, Xero and Zapier.

Freshdesk also integrates with the following applications:

  • Facebook
  • Twitter
  • SugarCRM
  • Capsule
  • Harvest
  • Gmail Gadgets
  • Google tools
  • Dropbox
  • HelpOnClick
  • Snap Engage
  • iContact
  • Zoho CRM
  • Freshchat
  • Nimble
  • FetchFlow
  • Knowlarity
  • Highrise
  • Olark
  • Microsoft Teams
  • Constant Check
  • Userlike
  • Magento
  • Woo Themes
  • OneSky
  • FreshPlugs
  • RESTful API

 

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

An efficient and reliable help desk solution and winner of our Expert's Choice Award. The software offers multi-channel support, automation tools, gamification, and self-service portals to help businesses deliver high-quality customer support. The software helps improve organization and ease collaboration within support teams.

Company Email

support@freshdesk.com

Contact No.

Company's Address

311 California Street
San Francisco, CA 94104
USA

NOAWARDS
YET

SmartScore™

OUR SCORE 7.8

User Satisfaction

CUSTOMER EXPERIENCE N/A

Pricing

by quote

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • ACD (Automatic call distributor)
  • Active directory integration
  • Agent productivity tools
  • Agent routing
  • Agent scripting
  • Automated outbound dialing
  • Call and screen recording
  • Call flow authoring
  • CRM and third party integrations
  • CTI integration
  • Data exchange and surveys
  • Historical/real-time reporting
  • Inbound, outbound, and blended call routing
  • Interactive visual queue
  • Interactive voice response (IVR)
  • Live dashboards
  • Multi-channel support
  • PCI compliance
  • Silent monitoring
  • Unified agent desktop

Pricing Info

Contact Mitel for a custom price quote based on your business size.

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Make a Wish, Starwood Hotels and Resorts, Rock and Roll Hall of Fame and Museuem

Integrations

Mitel Portfolio Integrations

MiContact Center solutions integrate across the portfolio to extend the contact center’s capabilities. These integrations include:

  • Outbound dialing and campaign management
  • Quality monitoring and call recording
  • Workforce management

Third-Party Contact Center Applications

Mitel has partnered with numerous third-party firms that provide complementary applications to MiContact Center Solutions, ensuring users have easy access to pre-integrated, best-in-class solutions.

These solutions include:

  • Customer Relationship Management
  • Presence and chat engines
  • Social media monitoring

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

MiContact Center offers a range of cloud contact center solutions with varying levels of functionality and complexity for businesses of all sizes.

Company Email

Contact No.

Company's Address

350 Legget Dr., Kanata, ON K2K 2W7, Canada

It may not always be sufficient to just compare Freshdesk and MiContact Center against each other. Although specific tools, pricing and customer comments are all crucial and should be taken into account when making a final choice, you should also pay attention to the recognition and awards claimed by every software. Frequently a less known app may turn out to be an excellent choice that was a winner of many SaaS awards such as our Supreme Software Award which shows that regardless of limited market presence it’s a significant contender to the products that dominate the market.

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