# Freshcaller vs ServiceNow Customer Service Management Comparison - What are their main differences? At a Glance Star Rating **Freshcaller** [ 4.1/5(132) ](https://www.g2.com/products/freshcaller/reviews#reviews) **ServiceNow Customer Service Management** [ 4.4/5(500) ](https://www.g2.com/products/servicenow-customer-service-management/reviews#reviews) Market Segments **Freshcaller** Small-Business (71.2% of reviews) **ServiceNow Customer Service Management** Enterprise (54.3% of reviews) Pros & Cons **Freshcaller** [ Ease of Use (2) ](https://www.g2.com/products/freshcaller/reviews?filters%5Bsentiment_snippet%5D=2279951&qs=pros-and-cons#reviews)[ Automation (1) ](https://www.g2.com/products/freshcaller/reviews?filters%5Bsentiment_snippet%5D=2279964&qs=pros-and-cons#reviews)[ Lack of Features (2) ](https://www.g2.com/products/freshcaller/reviews?filters%5Bsentiment_snippet%5D=2279960&qs=pros-and-cons#reviews)[ Contact Management (1) ](https://www.g2.com/products/freshcaller/reviews?filters%5Bsentiment_snippet%5D=2418912&qs=pros-and-cons#reviews) **ServiceNow Customer Service Management** [ Ease of Use (34) ](https://www.g2.com/products/servicenow-customer-service-management/reviews?filters%5Bsentiment_snippet%5D=1933455&qs=pros-and-cons#reviews)[ Features (26) ](https://www.g2.com/products/servicenow-customer-service-management/reviews?filters%5Bsentiment_snippet%5D=1933151&qs=pros-and-cons#reviews)[ Learning Curve (18) ](https://www.g2.com/products/servicenow-customer-service-management/reviews?filters%5Bsentiment_snippet%5D=1931007&qs=pros-and-cons#reviews)[ Steep Learning Curve (15) ](https://www.g2.com/products/servicenow-customer-service-management/reviews?filters%5Bsentiment_snippet%5D=1931041&qs=pros-and-cons#reviews) Entry-Level Pricing **Freshcaller** **$39** /user/month, billed annually/user **ServiceNow Customer Service Management** No pricing available ## Freshcaller vs ServiceNow Customer Service Management When assessing the two solutions, reviewers found Freshcaller easier to use and set up. However, reviewers felt that administration of both products was equally easy, and preferred doing business with ServiceNow Customer Service Management overall. - Reviewers felt that ServiceNow Customer Service Management meets the needs of their business better than Freshcaller. - When comparing quality of ongoing product support, reviewers felt that Freshcaller is the preferred option. - For feature updates and roadmaps, our reviewers preferred the direction of ServiceNow Customer Service Management over Freshcaller. Pricing Entry-Level Pricing **Freshcaller** Freshcaller Pro $39 /user/month, billed annually/user Everything in Growth, 3000 Free minutes/month and - Holiday Routing - Advanced Call Metrics - Call Barging [Browse all 4 pricing plans](/products/freshcaller/pricing) **ServiceNow Customer Service Management** ServiceNow Customer Service Management No pricing available Free Trial **Freshcaller** Freshcaller No trial information available **ServiceNow Customer Service Management** ServiceNow Customer Service Management Free Trial is available Ratings Meets Requirements 8.4 106 8.7 238 Ease of Use 8.6 105 8.5 359 Ease of Setup 8.4 60 8.0 219 Ease of Admin 8.4 60 8.4 94 Quality of Support 8.5 101 8.4 295 Has the product been a good partner in doing business? 8.4 58 8.5 96 Product Direction (% positive) 8.5 104 9.1 235 Features by Category Call & Contact Center[Hide 47 FeaturesShow 47 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Call Reporting Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Call Whispering Not enough data Not enough data Callback Scheduling Not enough data Not enough data CRM Not enough data Not enough data Call Tagging Not enough data Not enough data Dashboard Not enough data Not enough data Call Recording Not enough data Not enough data Alerts/Escalation Not enough data Not enough data AI Copilot Not enough data Not enough data Call Transcription Not enough data Not enough data Queue Management Not enough data Not enough data Manual Dialer Not enough data Not enough data Call Tracking Not enough data Not enough data Auto-Dialer Not enough data Not enough data Call Monitoring Not enough data Not enough data Activity Tracking Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Contact Management Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Progressive Dialer Not enough data Not enough data Voice Recognition Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Monitoring Not enough data Not enough data IVR Not enough data Not enough data Call Logging Not enough data Not enough data Chatbot Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Outbound Call Center Not enough data Not enough data Interaction Tracking Not enough data Not enough data Voice Mail Not enough data Not enough data Call Routing Not enough data Not enough data Automated Responses Not enough data Not enough data API Not enough data Not enough data Call Transfer Not enough data Not enough data AI Summarization Not enough data Not enough data Call Center Management Not enough data Not enough data Inbound Call Center Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Chat/Messaging Not enough data Not enough data Predictive Dialer Not enough data Not enough data Blended Call Center Not enough data Not enough data Caller ID Not enough data Not enough data Generative AI Not enough data Not enough data Performance Management Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Call Scripting Not enough data Not enough data Collaboration & Productivity[Hide 45 FeaturesShow 45 Features](javascript:void(0);) Not enough data Not enough data Additional Functionality Third-Party Integrations Not enough data Not enough data To-Do List Not enough data Not enough data @mentions Not enough data Not enough data Single Sign On Not enough data Not enough data File Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Drag & Drop Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Prioritization Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Screen Sharing Not enough data Not enough data Content Management Not enough data Not enough data Brainstorming Not enough data Not enough data AI Copilot Not enough data Not enough data File Transfer Not enough data Not enough data Calendar Management Not enough data Not enough data Status Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Version Control Not enough data Not enough data Task Management Not enough data Not enough data Activity Tracking Not enough data Not enough data Real Time Editing Not enough data Not enough data Communication Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Tagging Not enough data Not enough data Generative AI Not enough data Not enough data Assignment Management Not enough data Not enough data Task Scheduling Not enough data Not enough data Project Management Not enough data Not enough data Collaboration Tools Not enough data Not enough data Workflow Management Not enough data Not enough data Secure Data Storage Not enough data Not enough data File Sharing Not enough data Not enough data Document Storage Not enough data Not enough data Task Progress Tracking Not enough data Not enough data Discussions/Forums Not enough data Not enough data Commenting/Notes Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Contact Management Not enough data Not enough data Video Conferencing Not enough data Not enough data Progress Tracking Not enough data Not enough data Mobile Access Not enough data Not enough data API Not enough data Not enough data Document Management Not enough data Not enough data Customizable Branding Not enough data Not enough data Help Desk[Hide 74 FeaturesShow 74 Features](javascript:void(0);) Not enough data 8.2 113 Ticket and Case Management Ticket Creation User Experience Not enough data 9.0(won by default) 78 | Verified Ticket Response User Experience Not enough data 8.8(won by default) 79 | Verified Workflow Not enough data 8.8(won by default) 82 | Verified Automated Response Not enough data 8.4(won by default) 72 Service Level Agreement (SLA) Management Not enough data 8.7(won by default) 71 | Verified Attachments/Screencasts Not enough data 8.5(won by default) 70 | Verified Ticket Collaboration Not enough data 8.9(won by default) 72 | Verified Customer/Contact Database Not enough data 8.8(won by default) 67 | Verified Workflow Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Ticket Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data Inbox Management Not enough data Not enough data Support Ticket Management Not enough data Not enough data Email Management Not enough data Not enough data Generative AI AI Text Generation Not enough data 7.4(won by default) 37 AI Text Summarization Not enough data 7.2(won by default) 36 Generative AI Not enough data Not enough data Agentic AI - Help Desk Autonomous Task Execution Not enough data 7.5(won by default) 27 Natural Language Interaction Not enough data 7.5(won by default) 26 Proactive Assistance Not enough data 7.5(won by default) 26 Communication Channels Customer Portal Not enough data 8.6(won by default) 71 | Verified Email to Case Not enough data 8.7(won by default) 69 | Verified Live Chat Support Not enough data 8.2(won by default) 60 | Verified Social Media Integration Not enough data 7.5(won by default) 56 | Verified Voice Not enough data 7.8(won by default) 55 | Verified Video Chat Not enough data Not enough data Platform Mobile User Support Not enough data 7.5(won by default) 60 | Verified Customization Not enough data 8.3(won by default) 69 | Verified User, Role, and Access Management Not enough data 8.7(won by default) 74 | Verified Third-Party Integrations Not enough data 8.5(won by default) 71 | Verified Reporting Not enough data 8.6(won by default) 70 | Verified Activity Dashboard Not enough data 8.7(won by default) 73 | Verified Mobile Access Not enough data Not enough data Additional Functionality Automated Routing Not enough data Not enough data Chatbot Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Autoresponders Not enough data Not enough data AI Copilot Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data CRM Not enough data Not enough data Gamification Not enough data Not enough data Conversation Intelligence Not enough data Not enough data Customizable Fields Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Key Performance Indicators Not enough data Not enough data Collaboration Tools Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Voice Recognition Not enough data Not enough data Live Chat Not enough data Not enough data Task Automation Not enough data Not enough data IVR Not enough data Not enough data Language Detection Not enough data Not enough data Multiple Data Sources Not enough data Not enough data Predictive Analytics Not enough data Not enough data API Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Data Security Not enough data Not enough data Interaction Tracking Not enough data Not enough data Prioritization Not enough data Not enough data Secure Data Storage Not enough data Not enough data Macros/Templated Responses Not enough data Not enough data Performance Metrics Not enough data Not enough data Single Sign On Not enough data Not enough data Mobile App Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Email Templates Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Automated Responses Not enough data Not enough data Data Import/Export Not enough data Not enough data Personalization Not enough data Not enough data Workflow Automation Not enough data Not enough data Contact Center Knowledge Base[Hide 21 FeaturesShow 21 Features](javascript:void(0);) Not enough data Not enough data Administration Database Management Not enough data Not enough data Data Workflows Not enough data Not enough data Issue Management Not enough data Not enough data Knowledge Management Knowledge Base Not enough data Not enough data Publishing Workflows Not enough data Not enough data Analytics Not enough data Not enough data Compliance Policies and Controls Not enough data Not enough data Data Governance Not enough data Not enough data Compliance Not enough data Not enough data Auditing Not enough data Not enough data Customer Support Intelligent Search Not enough data Not enough data Suggestions Not enough data Not enough data Decision Trees Not enough data Not enough data Data Security Risk Data Attributes Not enough data Not enough data Data Transport Not enough data Not enough data Access Management Not enough data Not enough data Multi-Factor Authentication Not enough data Not enough data Administration Integrations Not enough data Not enough data User, Role, and Access Management Not enough data Not enough data Performance and Reliability Not enough data Not enough data Generative AI AI Text Summarization Not enough data Not enough data Customer Communications Management[Hide 45 FeaturesShow 45 Features](javascript:void(0);) Not enough data Not enough data Channels Multi-Channel Coverage Not enough data Not enough data Open Listening Not enough data Not enough data Physical Media Not enough data Not enough data Design Communications Strategy Development Not enough data Not enough data Create Content Not enough data Not enough data Personalization Not enough data Not enough data Inbound Identification Not enough data Not enough data Regulatory Compliance Not enough data Not enough data Batch Communications Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data On-Demand Communications Not enough data Not enough data Interactive Content Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Additional Functionality Chat/Messaging Not enough data Not enough data Customer Database Not enough data Not enough data Customizable Branding Not enough data Not enough data Call Recording Not enough data Not enough data Autoresponders Not enough data Not enough data IVR Not enough data Not enough data Email Management Not enough data Not enough data Template Management Not enough data Not enough data SMS Messaging Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Content Management Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Compliance Management Not enough data Not enough data Multi-Language Not enough data Not enough data Interaction Tracking Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Social Media Integration Not enough data Not enough data Workflow Management Not enough data Not enough data Customer History Not enough data Not enough data Activity Dashboard Not enough data Not enough data AI Copilot Not enough data Not enough data Video Support Not enough data Not enough data CRM Not enough data Not enough data Inbox Management Not enough data Not enough data API Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Feedback Management Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Collaboration Tools Not enough data Not enough data Activity Tracking Not enough data Not enough data Complaint Management[Hide 61 FeaturesShow 61 Features](javascript:void(0);) Not enough data Not enough data Usability All-Employee Access Not enough data Not enough data Supporting Documents Not enough data Not enough data Two-Way Communication Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Reporting Priority Case Alerts Not enough data Not enough data Trend Analysis Not enough data Not enough data Performance Monitoring Not enough data Not enough data Social Media Monitoring Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Additional Functionality Social Media Integration Not enough data Not enough data Survey/Poll Management Not enough data Not enough data Live Chat Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Support Ticket Tracking Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Customer Complaint Tracking Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Case Management Not enough data Not enough data API Not enough data Not enough data Collaboration Tools Not enough data Not enough data Customizable Templates Not enough data Not enough data AI Copilot Not enough data Not enough data Data Import/Export Not enough data Not enough data Interaction Tracking Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Audit Trail Not enough data Not enough data Issue Management Not enough data Not enough data Real-Time Updates Not enough data Not enough data Corrective and Preventive Actions (CAPA) Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Self Service Portal Not enough data Not enough data Multi-Channel Management Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Canned Responses Not enough data Not enough data Email Management Not enough data Not enough data Customizable Forms Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Activity Dashboard Not enough data Not enough data Prioritization Not enough data Not enough data Routing Not enough data Not enough data Support Ticket Management Not enough data Not enough data Widgets Not enough data Not enough data Chat/Messaging Not enough data Not enough data Alerts/Escalation Not enough data Not enough data Activity Tracking Not enough data Not enough data SSL Security Not enough data Not enough data Workflow Management Not enough data Not enough data Quality Assurance Not enough data Not enough data Feedback Management Not enough data Not enough data Issue Tracking Not enough data Not enough data Customizable Branding Not enough data Not enough data Tagging Not enough data Not enough data Customer Service Analytics Not enough data Not enough data Assignment Management Not enough data Not enough data Email Templates Not enough data Not enough data Customizable Reports Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Forms Management Not enough data Not enough data Contact Center Quality Assurance[Hide 43 FeaturesShow 43 Features](javascript:void(0);) Not enough data Not enough data Quality Assurance Evaluation Not enough data Not enough data Calibration Feature Not Available Not enough data Reports Not enough data Not enough data Engagement Feedback Not enough data Not enough data Dashboards Not enough data Not enough data Training Feature Not Available Not enough data Activity Dashboard Not enough data Not enough data Performance Third-Party Integrations Not enough data Not enough data Compliance Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Call Routing Not enough data Not enough data Generative AI Not enough data Not enough data Additional Functionality Customer Journey Mapping Not enough data Not enough data Employee Coaching Tools Not enough data Not enough data Queue Management Not enough data Not enough data Sentiment Analysis Not enough data Not enough data Call Monitoring Not enough data Not enough data Quality Management Not enough data Not enough data Customer Surveys Not enough data Not enough data Agent Interface Not enough data Not enough data Knowledge Base Management Not enough data Not enough data Collaboration Tools Not enough data Not enough data Leaderboards Not enough data Not enough data Employee Reward Programs Not enough data Not enough data Workforce Management Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Customer Experience Management Not enough data Not enough data Predictive Dialer Not enough data Not enough data Video Conferencing Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data KPI Monitoring Not enough data Not enough data AI Copilot Not enough data Not enough data Feedback Management Not enough data Not enough data IVR Not enough data Not enough data Contact Management Not enough data Not enough data Multiple Scoring Models Not enough data Not enough data Real-Time Updates Not enough data Not enough data Interaction Tracking Not enough data Not enough data Call Recording Not enough data Not enough data AI/Machine Learning Not enough data Not enough data Screen Recording Not enough data Not enough data Workflow Automation Not enough data Not enough data Contact Center[Hide 68 FeaturesShow 68 Features](javascript:void(0);) 8.5 83 Not enough data Channels Voice 8.8(won by default) 45 | Verified Not enough data Social Feature Not Available Not enough data Live Chat Feature Not Available Not enough data Mobile SMS Feature Not Available Not enough data Email 8.6(won by default) 28 Not enough data Generative AI AI Text-to-Speech Not enough data Not enough data Generative AI Not enough data Not enough data Functions Call Routing 8.5(won by default) 49 | Verified Not enough data Session Queuing 8.8(won by default) 53 | Verified Not enough data Concurrent Calling 8.6(won by default) 50 | Verified Not enough data Speech Analytics 6.9(won by default) 13 | Verified Not enough data Auto Dialer 8.7(won by default) 20 | Verified Not enough data IVR 8.6(won by default) 35 | Verified Not enough data Inbound Screen Pop 8.4(won by default) 34 | Verified Not enough data Persistent Data 8.8(won by default) 27 Not enough data Predictive Dialer Not enough data Not enough data Automated Routing Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Agentic AI - Contact Center Autonomous Task Execution Not enough data Not enough data Cross-system Integration Not enough data Not enough data Natural Language Interaction Not enough data Not enough data Proactive Assistance Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Social Media Integration Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Administrative Session Summary Notes 8.6(won by default) 65 | Verified Not enough data Administrator Access 9.0(won by default) 52 | Verified Not enough data Reporting & Dashboards 8.3(won by default) 53 | Verified Not enough data Session Recording 8.7(won by default) 34 | Verified Not enough data Agent Scheduling and Assignment 7.5(won by default) 17 Not enough data Callback Scheduling Not enough data Not enough data Activity Dashboard Not enough data Not enough data Call Reporting Not enough data Not enough data Additional Functionality API Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Call Transfer Not enough data Not enough data Data Import/Export Not enough data Not enough data Call Scripting Not enough data Not enough data Interaction Tracking Not enough data Not enough data Collaboration Tools Not enough data Not enough data Call Monitoring Not enough data Not enough data Customizable Reports Not enough data Not enough data Contact Management Not enough data Not enough data Activity Tracking Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Contact Database Not enough data Not enough data Chatbot Not enough data Not enough data Call Center Management Not enough data Not enough data Performance Management Not enough data Not enough data Call Tracking Not enough data Not enough data CRM Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Quality Management Not enough data Not enough data Agent Interface Not enough data Not enough data Queue Management Not enough data Not enough data Customer History Not enough data Not enough data Voice Mail Not enough data Not enough data Monitoring Not enough data Not enough data Call List Management Not enough data Not enough data Chat/Messaging Not enough data Not enough data Workforce Management Not enough data Not enough data Campaign Management Not enough data Not enough data AI Copilot Not enough data Not enough data Email Management Not enough data Not enough data Caller ID Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Contact Center Workforce[Hide 39 FeaturesShow 39 Features](javascript:void(0);) Not enough data 8.1 30 Workforce Management Agent Availability Not enough data 8.1(won by default) 25 Skills Management Not enough data 8.2(won by default) 25 Shift Scheduling Not enough data 8.1(won by default) 24 Agent Self-Service Not enough data 8.0(won by default) 23 Mobile Access Not enough data 7.6(won by default) 21 Service Level Agreement (SLA) Management Not enough data Not enough data Performance Management Not enough data Not enough data Queue Management Not enough data Not enough data Compliance Management Not enough data Not enough data Customer Experience Management Not enough data Not enough data Attendance Management Not enough data Not enough data Employee Management Not enough data Not enough data Time Off Management Not enough data Not enough data Administration Automation Not enough data 8.4(won by default) 25 Productivity Analysis Not enough data 8.5(won by default) 26 Dashboards Not enough data 8.1(won by default) 26 Labor Forecasting Feature Not Available 7.9(won by default) 23 Intraday Management Not enough data 7.9(won by default) 23 Quality Management Not enough data Not enough data Additional Functionality Performance Metrics Not enough data Not enough data Leave Tracking Not enough data Not enough data Call Monitoring Not enough data Not enough data AI Copilot Not enough data Not enough data For Call Centers Not enough data Not enough data Employee Time Tracking Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Generative AI Not enough data Not enough data Activity Monitoring Not enough data Not enough data Reporting/Analytics Not enough data Not enough data API Not enough data Not enough data Call Recording Not enough data Not enough data Approval Process Control Not enough data Not enough data Skills Tracking Not enough data Not enough data Activity Tracking Not enough data Not enough data Variable Workforce Not enough data Not enough data Employee Coaching Tools Not enough data Not enough data Employee Database Not enough data Not enough data Online Time Clock Not enough data Not enough data Agent Interface Not enough data Not enough data Conversational Support[Hide 10 FeaturesShow 10 Features](javascript:void(0);) 8.1 5 8.6 10 Conversational Platform Personalization 8.0 5 8.8(won by 0.8) 8 Omnichannel 8.0 5 8.8(won by 0.8) 7 Contextual Engagement Not enough data 9.0(won by default) 7 Proactive Engagement Not enough data 8.8(won by default) 7 Support Automation Intelligent Routing Not enough data 8.6(won by default) 7 Seamless Escalation Not enough data 9.3(won by default) 7 Transcripts 8.3(won by 0.4) 5 7.9 7 Self-Serve Support Not enough data 7.7(won by default) 8 Generative AI AI Text Generation Not enough data 8.6(won by default) 6 AI Text Summarization Not enough data 8.6(won by default) 6 Call Center Infrastructure (CCI)[Hide 62 FeaturesShow 62 Features](javascript:void(0);) Not enough data Not enough data Platform Omnichannel Not enough data Not enough data Mobile Access Not enough data Not enough data Queue Management Not enough data Not enough data Call Routing Not enough data Not enough data Call Back Not enough data Not enough data IVR Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Call Transfer Not enough data Not enough data Contact Management Not enough data Not enough data Call Center Management Not enough data Not enough data Multi-Channel Management Not enough data Not enough data Survey/Poll Management Not enough data Not enough data Campaign Management Not enough data Not enough data Call List Management Not enough data Not enough data Generative AI AI Text-to-Speech Not enough data Not enough data Generative AI Not enough data Not enough data Workforce Management Call Monitoring Not enough data Not enough data Performance Evaluation Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Monitoring Not enough data Not enough data Call Center Infrastructure (CCI) Autonomous Task Execution Not enough data Not enough data Cross-system Integration Not enough data Not enough data Natural Language Interaction Not enough data Not enough data Proactive Assistance Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Multi-Language Not enough data Not enough data Administrative Call Recording Not enough data Not enough data Reporting & Dashboards Not enough data Not enough data Call Reporting Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Additional Functionality Chat/Messaging Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Customer History Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Phone Key Input Not enough data Not enough data Call Logging Not enough data Not enough data Customizable Reports Not enough data Not enough data Real-Time Data Not enough data Not enough data AI Copilot Not enough data Not enough data CRM Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Activity Tracking Not enough data Not enough data Live Chat Not enough data Not enough data Call Scripting Not enough data Not enough data Contact Database Not enough data Not enough data Voice Mail Not enough data Not enough data Voice Customization Not enough data Not enough data API Not enough data Not enough data Call Tracking Not enough data Not enough data SMS Messaging Not enough data Not enough data Callback Scheduling Not enough data Not enough data Caller ID Not enough data Not enough data Predictive Dialer Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Auto-Dialer Not enough data Not enough data Pre-recorded Messages Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Multiple Scripts Not enough data Not enough data Interaction Tracking Not enough data Not enough data Call Disposition Not enough data Not enough data Customer Service Automation[Hide 62 FeaturesShow 62 Features](javascript:void(0);) Not enough data 8.4 152 Customer Support Text Not enough data 9.0(won by default) 42 Speech Not enough data 7.5(won by default) 17 Knowledge Base Not enough data 8.7(won by default) 33 Knowledge Base Management Not enough data Not enough data Automation Ticket Resolution Not enough data 9.4(won by default) 50 Customization Not enough data 7.3(won by default) 65 Intelligent Routing Not enough data 8.8(won by default) 31 Customizable Templates Not enough data Not enough data Artificial Intelligence Learning Not enough data 8.2(won by default) 23 Language Not enough data 8.5(won by default) 17 Conversational AI Not enough data 8.0(won by default) 27 Generative AI Not enough data Not enough data Additional Functionality Workflow Management Not enough data Not enough data Interaction Tracking Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Single Sign On Not enough data Not enough data Self Service Portal Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Customer Database Not enough data Not enough data Client Portal Not enough data Not enough data Inventory Management Not enough data Not enough data Tagging Not enough data Not enough data Configurable Workflow Not enough data Not enough data Customer History Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Support Ticket Management Not enough data Not enough data Service Level Agreement (SLA) Management Not enough data Not enough data Widgets Not enough data Not enough data Search/Filter Not enough data Not enough data Chatbot Not enough data Not enough data Email Templates Not enough data Not enough data Activity Tracking Not enough data Not enough data Feedback Management Not enough data Not enough data Real-Time Data Not enough data Not enough data API Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Event Triggered Actions Not enough data Not enough data Website Integration Not enough data Not enough data Help Desk Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data SSL Security Not enough data Not enough data Social Media Integration Not enough data Not enough data CRM Not enough data Not enough data Chat/Messaging Not enough data Not enough data Live Chat Not enough data Not enough data AI Copilot Not enough data Not enough data Customizable Reports Not enough data Not enough data Email Management Not enough data Not enough data Customizable Branding Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Customizable Forms Not enough data Not enough data Customer Communication Not enough data Not enough data Activity Dashboard Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Customizable Fields Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Application Management Not enough data Not enough data Communication Management Not enough data Not enough data Role-Based Permissions Not enough data Not enough data Live Chat[Hide 44 FeaturesShow 44 Features](javascript:void(0);) Not enough data 8.5 81 Generative AI AI Text Generation Not enough data 8.5(won by default) 10 AI Text Summarization Not enough data 8.3(won by default) 9 AI Text-to-Speech Not enough data 8.5(won by default) 9 Generative AI Not enough data Not enough data Communication Pop-up Chat Not enough data 8.3(won by default) 26 | Verified Notifications Not enough data 8.8(won by default) 25 | Verified Targeted Emails Not enough data 8.5(won by default) 26 In-App Messaging Not enough data 8.3(won by default) 25 Co-Browsing Not enough data 8.2(won by default) 25 Real-Time Notifications Not enough data Not enough data Real-time Consumer-facing Chat Not enough data Not enough data Internal Use Customization Not enough data 8.3(won by default) 69 | Verified Conversation Archiving Not enough data 8.6(won by default) 25 | Verified Lead Development Not enough data 8.4(won by default) 23 Knowledge Base Not enough data 8.9(won by default) 27 Team Inbox Not enough data 8.5(won by default) 26 | Verified Customer Profiles Not enough data 8.5(won by default) 25 | Verified Additional Functionality Real-Time Analytics Not enough data Not enough data Email Management Not enough data Not enough data API Not enough data Not enough data Single Sign On Not enough data Not enough data Search/Filter Not enough data Not enough data Collaboration Tools Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Activity Dashboard Not enough data Not enough data Canned Responses Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Transfers/Routing Not enough data Not enough data Geotargeting Not enough data Not enough data Interaction Tracking Not enough data Not enough data CRM Not enough data Not enough data Transcripts/Chat History Not enough data Not enough data Document Storage Not enough data Not enough data Screen Sharing Not enough data Not enough data Contact Management Not enough data Not enough data Autoresponders Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Mobile Access Not enough data Not enough data AI Copilot Not enough data Not enough data Offline Form Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Support Ticket Management Not enough data Not enough data File Sharing Not enough data Not enough data Customer Self-Service[Hide 17 FeaturesShow 17 Features](javascript:void(0);) Not enough data 7.6 60 Generative AI AI Text Summarization Not enough data 7.2(won by default) 23 Self-Service Experience Knowledge Base Not enough data 8.1(won by default) 50 Searchable Articles Not enough data 8.0(won by default) 45 Community Forums Not enough data 7.6(won by default) 44 Mobile Optimization Not enough data 6.7(won by default) 42 Personalization Not enough data 8.0(won by default) 46 Self-Service Platform Branding Not enough data 8.2(won by default) 47 Automation Not enough data 8.1(won by default) 46 Artificial Intelligence Not enough data 7.7(won by default) 44 Integrations Not enough data 8.2(won by default) 48 Agentic AI - Customer Self-Service Autonomous Task Execution Not enough data 6.9(won by default) 18 Multi-step Planning Not enough data 7.3(won by default) 17 Cross-system Integration Not enough data 7.5(won by default) 17 Adaptive Learning Not enough data 7.3(won by default) 17 Natural Language Interaction Not enough data 7.7(won by default) 18 Proactive Assistance Not enough data 7.5(won by default) 17 Decision Making Not enough data 7.3(won by default) 17 Social Customer Service[Hide 14 FeaturesShow 14 Features](javascript:void(0);) Not enough data 7.8 12 Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Process Mentions Not enough data Feature Not Available Tickets Not enough data 9.3(won by default) 9 Macros Not enough data 7.2(won by default) 6 Channels Email Not enough data 9.3(won by default) 7 Social Not enough data 7.8(won by default) 6 Live Chat Not enough data 7.5(won by default) 6 Phone Not enough data 7.2(won by default) 6 Text Not enough data 7.6(won by default) 7 Insight Surveys Not enough data 7.1(won by default) 7 Reporting Not enough data 6.7(won by default) 7 Visitor Activity Not enough data 7.9(won by default) 7 Help Desk Not enough data 8.3(won by default) 8 Digital Customer Service Platforms[Hide 2 FeaturesShow 2 Features](javascript:void(0);) Not enough data 7.6 8 Generative AI AI Text Generation Not enough data 7.7(won by default) 8 AI Text Summarization Not enough data 7.4(won by default) 7 Enterprise Feedback Management[Hide 65 FeaturesShow 65 Features](javascript:void(0);) Not enough data Not enough data Generative AI AI Text Generation Not enough data Not enough data AI Text Summarization Not enough data Not enough data Generative AI Not enough data Not enough data Survey Management Brand Design Consistency Not enough data Not enough data Survey Deployment Not enough data Not enough data Feedback Collection Not enough data Not enough data Device Responsiveness Not enough data Not enough data Surveys & Feedback Not enough data Not enough data Mobile Survey Not enough data Not enough data Pulse Surveys Not enough data Not enough data Process Management Feedback Aggregation Not enough data Not enough data Trigger Alerts Not enough data Not enough data Real-Time Analysis Not enough data Not enough data Real-Time Action Not enough data Not enough data 360 Degree Feedback Not enough data Not enough data Anonymous Feedback Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Trend Analysis Not enough data Not enough data Real-Time Data Not enough data Not enough data Text Analysis Not enough data Not enough data Sentiment Analysis Not enough data Not enough data System Management Security Not enough data Not enough data System Monitoring Not enough data Not enough data SSL Security Not enough data Not enough data GPS Not enough data Not enough data Additional Functionality Customer Experience Management Not enough data Not enough data NPS of Employees Not enough data Not enough data Real-Time Notifications Not enough data Not enough data Question Library Not enough data Not enough data CRM Not enough data Not enough data Data Visualization Not enough data Not enough data Multi-Channel Distribution Not enough data Not enough data Ratings/Reviews Not enough data Not enough data Negative Feedback Management Not enough data Not enough data Activity Dashboard Not enough data Not enough data Email Management Not enough data Not enough data Commenting/Notes Not enough data Not enough data AI Copilot Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Template Management Not enough data Not enough data Reporting & Statistics Not enough data Not enough data Social Media Integration Not enough data Not enough data Text Fields Not enough data Not enough data Customizable Questions Not enough data Not enough data Reporting/Analytics Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Customizable Branding Not enough data Not enough data Conditional Logic Not enough data Not enough data Website Integration Not enough data Not enough data Search/Filter Not enough data Not enough data Collaboration Tools Not enough data Not enough data API Not enough data Not enough data NPS of Customers Not enough data Not enough data Multi-Language Not enough data Not enough data Survey/Poll Management Not enough data Not enough data Segmentation Not enough data Not enough data Customer Segmentation Not enough data Not enough data Reminders Not enough data Not enough data NPS Survey Structure Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Widgets Not enough data Not enough data Customizable Templates Not enough data Not enough data Feedback Management Not enough data Not enough data Customizable Fields Not enough data Not enough data Question Branching Not enough data Not enough data VoIP Providers[Hide 93 FeaturesShow 93 Features](javascript:void(0);) Not enough data Not enough data Platform Basics - VoIP Providers PBX systems, VoIP Softphone Not enough data Not enough data Call Management Not enough data Not enough data Network monitoring Not enough data Not enough data Integrations Not enough data Not enough data Virtual PBX Not enough data Not enough data SIP trunking services Not enough data Not enough data Contact Management Not enough data Not enough data Communication Management Not enough data Not enough data Fax Management Not enough data Not enough data Call List Management Not enough data Not enough data Call Center Management Not enough data Not enough data Queue Management Not enough data Not enough data Third-Party Integrations Not enough data Not enough data Computer Telephony Integration Not enough data Not enough data Real-Time Monitoring Not enough data Not enough data Call Monitoring Not enough data Not enough data Workflow Management Not enough data Not enough data Call Center Integration Not enough data Not enough data Basic Communication Phone Calls Not enough data Not enough data Video Calls Feature Not Available Not enough data Instant Messaging Feature Not Available Not enough data Screen Sharing Feature Not Available Not enough data Conference Calls Not enough data Not enough data Desk-to-Desk Calls Not enough data Not enough data SMS Messaging Not enough data Not enough data Chat/Messaging Not enough data Not enough data Video Call Recording Not enough data Not enough data Two-Way Audio & Video Not enough data Not enough data SIP Trunking Not enough data Not enough data Agentic AI - VoIP Providers Autonomous Task Execution Not enough data Not enough data Cross-system Integration Not enough data Not enough data Adaptive Learning Not enough data Not enough data Proactive Assistance Not enough data Not enough data Access Software Pairing Feature Not Available Not enough data Browser Extension Not enough data Not enough data Individual Download Feature Not Available Not enough data Advanced Features Hold Music Not enough data Not enough data Automated Attendants Not enough data Not enough data VOiP Number Not enough data Not enough data Additional Functionality Live Chat Not enough data Not enough data Multi-Channel Communication Not enough data Not enough data Customizable Reports Not enough data Not enough data Call Tracking Not enough data Not enough data Automatic Call Distribution Not enough data Not enough data Real-Time Data Not enough data Not enough data Purchasing & Receiving Not enough data Not enough data Employee Directory Not enough data Not enough data AI Copilot Not enough data Not enough data Activity Tracking Not enough data Not enough data Collaboration Tools Not enough data Not enough data Call Scripting Not enough data Not enough data Real-Time Reporting Not enough data Not enough data Call Recording Not enough data Not enough data Real-Time Analytics Not enough data Not enough data Virtual Call Center Not enough data Not enough data Activity Dashboard Not enough data Not enough data Reporting & Statistics Not enough data Not enough data CRM Not enough data Not enough data Auto-Dialer Not enough data Not enough data Generative AI Not enough data Not enough data Contact Database Not enough data Not enough data Call Transfer Not enough data Not enough data Call Reporting Not enough data Not enough data Call Logging Not enough data Not enough data Voice Mail Not enough data Not enough data Caller ID Not enough data Not enough data Customizable Caller ID Not enough data Not enough data Mobile Access Not enough data Not enough data Callback Scheduling Not enough data Not enough data IVR Not enough data Not enough data API Not enough data Not enough data Interaction Tracking Not enough data Not enough data Call Routing Not enough data Not enough data Alerts/Notifications Not enough data Not enough data Video Conferencing Not enough data Not enough data Call Conferencing Not enough data Not enough data Call Disposition Not enough data Not enough data Predictive Dialer Not enough data Not enough data Spam Blocker Not enough data Not enough data On-Demand Recording Not enough data Not enough data Caller Profiles Not enough data Not enough data Multiple User Accounts Not enough data Not enough data VoIP Connection Not enough data Not enough data Conferencing Not enough data Not enough data Text to Speech Not enough data Not enough data Reporting/Analytics Not enough data Not enough data VoIP Not enough data Not enough data Call Queues Not enough data Not enough data Call Screening Not enough data Not enough data Access Controls/Permissions Not enough data Not enough data Online Voice Transmission Not enough data Not enough data Unified Communications Not enough data Not enough data Voicemail Transcription Not enough data Not enough data Reviews Reviewers' Company Size [![Freshcaller](https://images.g2crowd.com/uploads/product/hd_favicon/4b8c6f2479d2d05f412ff37379ba0884/freshcaller.svg "Freshcaller")](https://www.g2.com/products/freshcaller/reviews) Freshcaller Small-Business(50 or fewer emp.) 71.2% Mid-Market(51-1000 emp.) 23.2% Enterprise(\> 1000 emp.) 5.6% [![ServiceNow Customer Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-customer-service-management.svg "ServiceNow Customer Service Management")](https://www.g2.com/products/servicenow-customer-service-management/reviews) ServiceNow Customer Service Management Small-Business(50 or fewer emp.) 11.6% Mid-Market(51-1000 emp.) 34.2% Enterprise(\> 1000 emp.) 54.3% Small-Business (50 or fewer emp.) 71.2% 11.6% Mid-Market (51-1000 emp.) 23.2% 34.2% Enterprise (\> 1000 emp.) 5.6% 54.3% Reviewers' Industry [![Freshcaller](https://images.g2crowd.com/uploads/product/hd_favicon/4b8c6f2479d2d05f412ff37379ba0884/freshcaller.svg "Freshcaller")](https://www.g2.com/products/freshcaller/reviews) Freshcaller Information Technology and Services 14.4% Online Media 12.0% Computer Software 10.4% Retail 6.4% Financial Services 4.0% Other 52.8% [![ServiceNow Customer Service Management](https://images.g2crowd.com/uploads/product/hd_favicon/c7ed381b8103a08f610090492732a5fe/servicenow-customer-service-management.svg "ServiceNow Customer Service Management")](https://www.g2.com/products/servicenow-customer-service-management/reviews) ServiceNow Customer Service Management Information Technology and Services 33.6% Telecommunications 5.0% Financial Services 4.7% Computer Software 4.2% Consulting 3.4% Other 49.1% Alternatives **Freshcaller Alternatives** ![Aircall](https://images.g2crowd.com/uploads/product/hd_favicon/d88e64e138533d66704f0a6b3ed71f61/aircall.svg "Aircall") [ Aircall ](/products/aircall/reviews) ![Talkdesk](https://images.g2crowd.com/uploads/product/hd_favicon/e5d8a3a3c9ff90541ffb5e4cf13b063f/talkdesk.svg 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"Zendesk for Customer Service") [ Zendesk for Customer Service ](/products/zendesk-for-customer-service/reviews) ![Freshdesk](https://images.g2crowd.com/uploads/product/hd_favicon/700ca107b848b083e9b0659a98efb160/freshdesk.svg "Freshdesk") [ Freshdesk ](/products/freshdesk/reviews) ![HubSpot Service Hub](https://images.g2crowd.com/uploads/product/hd_favicon/4197737e447f044e17be1a5ebb4ba193/hubspot-service-hub.svg "HubSpot Service Hub") [ Service Hub ](/products/hubspot-service-hub/reviews) ### Spotlight Categories - [Professional Services Automation Software](https://www.g2.com/categories/professional-services-automation) - [Restaurant POS Systems](https://www.g2.com/categories/restaurant-pos) - [Demand Side Platform (DSP)](https://www.g2.com/categories/demand-side-platform-dsp) - [Online Community Management Software](https://www.g2.com/categories/online-community-management)