Ameyo Fusion CX vs Freshdesk comparison

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Executive Summary

We performed a comparison between Ameyo Fusion CX and Freshdesk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"We previously used Survey Monkey. We moved to using this solution because it offers more features. This solution offers call billing, CRM capabilities and remote support."

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"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources.""There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues.""The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy.""Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.""It is very easy to make reports.""It generated reports for us, which helped us identify the status of requests and the aging of requests.""Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.""It is quite easy to program custom apps and integrate them."

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Cons
"In a future release, I would like to have smart learning. There are three phone networks in the UK and we want to know which networks are being used. I would also like to have language interpretation."

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"Technical support is not the best. It could be much, much better and offer better support to users.""While it's good for a small number of tickets, definitely in the future, we will require something more powerful.""There are some restrictions where you need automation and sometimes there is just no way to achieve what you need.""I would like to see a little bit more color in the solution.""The reporting, analysis modules and insights capabilities for this solution could be improved.""It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses.""Asset management and branding are two areas in the solution that have scope for improvement.""There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."

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Pricing and Cost Advice
  • "This solution costs our business $3,000 per year."
  • More Ameyo Fusion CX Pricing and Cost Advice →

  • "It was definitely not expensive. It was two grand or maybe three grand total for a year. It has just straight and simple standard licensing fees. There is no additional fee."
  • "The price could be better, but it's okay. Compared to ServiceNow and JIRA, Freshworks offers a competitive price. There are also additional licensing costs because you need Microsoft Outlook. Each new email account costs around $15 to $19."
  • "The best system plan is enterprise. It costs basically 79 Euros per agent per month when it's billed annually and 95 Euros per agent per month when it's billed monthly."
  • "We use a licensing model only so we pay for the number of agents we have configured in the system only."
  • "Freshdesk was the best solution with the best price. It was cost efficient and included all the features that we needed."
  • "We use a combination of Freshdesk, Freshservice, and Freshchat. We use the whole suite. Weirdly enough, we pay more for Freshdesk than we do for Freshservice. I would rate it a three out of five in terms of pricing. You can get different bundles, and you can always move to different plans that are standard. Freshservice can go anywhere from $19 up to $120 per agent, per month. There is such a wide range, and it is very customizable to your needs."
  • "It is costly."
  • "The pricing is pretty manageable and acceptable."
  • More Freshdesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:We previously used Survey Monkey. We moved to using this solution because it offers more features. This solution offers call billing, CRM capabilities and remote support.
    Top Answer:This solution costs our business $3,000 per year.
    Top Answer:In a future release, I would like to have smart learning. There are three phone networks in the UK and we want to know which networks are being used. I would also like to have language interpretation.
    Top Answer:Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost.
    Top Answer:I would like to see improvements in the account management aspect, having a customer portal for better visibility into my subscription, invoices, and trouble tickets. Additionally, more flexibility in… more »
    Top Answer:I use Freshdesk to manage IT support tickets for our team of 15 IT professionals across multiple countries. It has been effective in ticket management, and we find the price-to-functionality ratio… more »
    Ranking
    28th
    out of 59 in Help Desk Software
    Views
    98
    Comparisons
    71
    Reviews
    1
    Average Words per Review
    339
    Rating
    7.0
    6th
    out of 59 in Help Desk Software
    Views
    3,403
    Comparisons
    2,036
    Reviews
    10
    Average Words per Review
    629
    Rating
    8.1
    Comparisons
    Learn More
    Overview

    Ameyo is a customer experience platform that helps enterprises of all sizes to connect, serve and support their customers. It is a powerful and highly flexible one-stop solution for all your contact center needs that lets the businesses have personalized interaction with every customer across multiple channels, thereby driving customer engagement.

    Designed on latest and robust technology, Ameyo delivers customer engagement solutions which help businesses to improve productivity and profitability and meet their overall goals of customer acquisition & retention, repeat sales and requisitioning and business process automation.

    Ameyo has a long-standing history of excellence with years of proven industry experience in the very challenging and fast-paced Customer Experience Management domain. We came in 2003, built a complete Contact Center Suite in 2004, launched Ameyo PACE and Ameyo on Cloud in 2010. Within a span of five to six years, we launched the ultimate Omni-channel and Customer Experience solution in the form of Ameyo Omni and Fusion CX respectively. With over 2000+ customers in across various verticals such as Banking, BPO, E-commerce, Financial Services, Telecom, Travel & Tourism, Healthcare, and Retail, this is just the beginning of our journey to be the most innovative and customer-centric global Contact Center transformers.

    Freshdesk is a cloud-based customer support solution that provides organizations with the features necessary to effectively streamline their support processes. This includes powerful multichannel capability, integrated game mechanics, smart automations, and more.

    The solution is designed to automate agent workflows and resolve routine questions using AI and bots. Freshdesk allows managers to prioritize, categorize, and assign tickets to their agents, making it easy for them to collaborate and quickly respond to customers. 

    Freshdesk Features and Benefits

    Some of the solution's top features and benefits include:

    • Simplified ticketing: With Freshdesk, you can easily prioritize, manage, and assign trackable tickets. The management system ensures that multiple agents don’t work on the same ticket by accident. You can easily set deadlines for ticket resolution based on specific categories and create custom statuses that suit your workflow to identify what stage a ticket is in.
    • Automation: Automatically assign tickets to agents and groups based on keywords and requests and set up automated repeated actions and provide quick, consistent responses to common questions using pre-formatted replies. In addition, you can choose to prevent the reopening of tickets when customers reply with a thank you.
    • Improved collaboration: Share tickets with other teams while retaining full visibility into the progress being made on the issue. Related tickets can be linked together to better keep track of the big picture. Tickets can also be split into smaller child tickets and assigned to multiple agents to help resolve complex, multi-stage issues.
    • Build up your knowledge base: Create effective support documentation by enabling agents to convert their ticket replies into knowledge base articles, while they reply.
    • Metrics and reporting: See how different agents and groups are performing by viewing various help desk metrics and improve performance by identifying problems based on insights.

      With Freshdesk’s reporting tools, you can schedule the periodic delivery of out-of-the-box and custom reports to your inbox. The solution’s customer satisfaction reports provide you with feedback on how your customers rate your support.
    • Forum moderation: Set up moderation workflows to ensure that forum posts that violate your guidelines are not immediately published. Critical issues raised in the community are automatically converted into tickets to ensure they get the required response.

    • Integration: Freshdesk’s open API can be used to integrate the solution with multiple  third-party systems. 
    • Comprehensive security: Freshdesk’s security features allow you to:

      • Set custom access permissions for agents.
      • Perform comprehensive audits of networks and systems.
      • Secure your own support domain or vanity URL with custom SSL certificates.
      • Whitelist IP ranges and restrict login access outside of work, or link IP whitelisting to a VPN.
      • Set up SSO scripts for credential authentication.

    Reviews from Real Users

    Freshdesk stands out among its competitors for a number of reasons. Two major ones are its effective ticketing system and its intuitive interface.

    Deepak B., an application manager, writes, “Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour. This information is valuable for board meetings.”

    Sample Customers
    Bank Bazaar
    Honda, 3M, Hugo Boss, Petronas, Sony Pictures, The Atlantic, goodreads, Clear Channel Radio, Penn University of Pennsylvania, unicef, Kuoni, Movember
    Top Industries
    No Data Available
    REVIEWERS
    Computer Software Company21%
    Retailer21%
    Comms Service Provider11%
    Financial Services Firm11%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Media Company7%
    Comms Service Provider6%
    Real Estate/Law Firm6%
    Company Size
    No Data Available
    REVIEWERS
    Small Business59%
    Midsize Enterprise14%
    Large Enterprise28%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise16%
    Large Enterprise56%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    Ameyo Fusion CX is ranked 28th in Help Desk Software with 1 review while Freshdesk is ranked 6th in Help Desk Software with 27 reviews. Ameyo Fusion CX is rated 7.0, while Freshdesk is rated 8.4. The top reviewer of Ameyo Fusion CX writes "CRM and billing solution used in a large enterprise that offers scalability and stability". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Ameyo Fusion CX is most compared with , whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, BMC Helix ITSM and ManageEngine ServiceDesk Plus.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.