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CRM · head to head

Freshsales vs Playvox

Freshsales logo

Freshsales

CRM

Smart CRM for growing businesses

From
$19/month
Free plan
No
Full reviewWebsite
Playvox logo

Playvox

Customer Support

Contact centre quality management, coaching and workforce management, now sold by NiCE

From
On request
Free plan
No
Full reviewWebsite

The short version

  • Each has a real cost: Freshsales contact scoring, sales sequences and territory management require the Pro plan at $39 per user per month, more than four times the Growth price; Playvox niCE acquired Playvox in 2023 and also sells CXone above it, so at renewal you are negotiating with a vendor that has a commercial incentive to move you to the more expensive tier rather than invest in the one you bought.
  • They diverge on capability: Freshsales covers Contact management, Playvox covers Quality management.
  • Prices and features above were last checked on 31 August 2026.

Where they differ

Only the attributes on which Freshsales and Playvox actually diverge.

Attributes where Freshsales and Playvox differ
AttributeFreshsalesPlayvox
Starting price$19/monthOn request
Pricing modelsubscriptionquote
PlatformsWeb, Ios, AndroidWeb
CategoryCRMCustomer Support
Founded2010Unknown

Identical on both: free tier (No), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshsales

  • Contact management
  • Lead scoring
  • Sales pipeline
  • Activity tracking
  • Email sync
  • AI insights
  • Workflow automation
  • Gmail

Only in Playvox

  • Quality management
  • Agent coaching
  • Workforce management
  • Performance management
  • Agent motivation
  • Helpdesk connectors
  • Interaction analytics

What people use each for

The jobs each tool is most often brought in to do.

Freshsales

  • Sales CRM with built in email, phone and chatnot Playvox
  • Managing deals, pipelines and sales sequencesnot Playvox

Playvox

  • A 200-agent support team on Zendesk that wants structured call and ticket scoring without moving to a full contact centre platformnot Freshsales
  • A CX operations group running chat, email and voice queues that needs one forecasting model across all three rather than a voice-only rota toolnot Freshsales
  • A BPO that must evidence quality scores per client and needs calibration workflows to prove reviewers score consistentlynot Freshsales
  • A support organisation with high first-year attrition that wants coaching assignments tied directly to the criteria an agent failednot Freshsales

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshsales

  • Contact scoring, sales sequences and territory management require the Pro plan at $39 per user per month, more than four times the Growth price
  • Forecasting insights, custom modules, sandbox and audit logs are Enterprise only at $59 per user per month
  • Every published price requires annual billing
  • The Freddy AI agent is billed separately at $49 per 100 sessions
  • Branded documents are a further $19 per user add on
  • No contact limits are stated for any tier on the pricing page

Playvox

  • NiCE acquired Playvox in 2023 and also sells CXone above it, so at renewal you are negotiating with a vendor that has a commercial incentive to move you to the more expensive tier rather than invest in the one you bought.
  • Playvox WFM carries a minimum agent commitment reported around 35 seats, so a team of 20 either pays for agents it does not have or cannot buy the module at all.
  • The suite is modular and priced modularly, so the quality, performance, coaching, WFM and analytics pieces each carry a line item and the advertised mid-market saving disappears once you licence three or four of them.
  • Forecasting was built around digital and omnichannel volume, and teams with complex voice requirements such as skills-based routing with heavy shrinkage rules routinely find the scheduling engine less precise than dedicated voice WFM tools.
  • Because it sits on top of another vendor helpdesk rather than owning the interaction data, scoring depends on connector fidelity, and when a source platform changes its API or its recording retention the scorecards go stale before anyone notices.

Pricing, plan by plan

Freshsales

$19/month
  • Starter$19/month
    • Contact & account management
    • Pipeline management
  • Growth$39/month
    • Everything in Starter
    • Sales automation
    • Territory management
  • Pro$65/month
    • Everything in Growth
    • Forecasting
    • Advanced customization

Playvox

On request
  • Playvox by NiCE Workforce Engagement Management$undefined/year
    • Quality management and scorecards
    • Coaching workflows
    • Performance dashboards

Which should you pick?

Choose Freshsales if

  • You need contact management.
  • You work on Web, Ios, Android.
  • You also want lead scoring.
Freshsales review

Choose Playvox if

  • You need quality management.
  • You also want agent coaching.
Playvox review

Questions people ask

Is Freshsales or Playvox better?
Neither clearly leads. Freshsales starts at $19/month and Playvox at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshsales or Playvox?
Freshsales starts at $19/month and Playvox at On request.
Does Freshsales or Playvox run on more platforms?
Freshsales runs on Web, Ios, Android. Playvox runs on Web.
What is Freshsales best used for?
Freshsales is most often used for sales crm with built in email, phone and chat, managing deals, pipelines and sales sequences. Of those, sales crm with built in email, phone and chat and managing deals, pipelines and sales sequences are not what Playvox is typically brought in for.
What can Freshsales do that Playvox cannot?
Freshsales covers Contact management, Lead scoring, Sales pipeline, Activity tracking. Playvox covers Quality management, Agent coaching, Workforce management, Performance management.

Answered from the vendors’ own pages

Freshsales: Is there a free trial for Freshsales?

Yes, Freshsales offers a 21-day free trial with no credit card required and no strings attached.

Source
Playvox: Is Playvox still sold as its own product?

Yes, as Playvox by NiCE. It is a distinct SKU beneath NiCE CXone, not a discontinued brand, but it is sold by NiCE sales rather than an independent company.

Freshsales: How do I learn pricing for Freshsales?

Pricing is not listed on the main product pages. The site directs users to request a demo or sign up for the free trial to discuss pricing with the sales team.

Source
Playvox: Do I need NiCE CXone to use it?

No. Playvox connects to Zendesk, Salesforce, Freshdesk, Genesys and others. Running it against a competitor platform is supported, though it is not where the vendor makes the most money.

Freshsales: Is a demo required to see pricing?

The site prominently features demo and trial signup options, suggesting that pricing is discussed during the sales consultation process rather than published as standard tiers.

Source
Playvox: What does it actually cost?

Nothing is published. Full-suite list pricing reported by buyers sits around 70 to 120 US dollars per agent per month, with WFM alone around 30 to 60, before volume discounting.

Playvox: Can a 15-agent team buy it?

Not realistically for WFM, which carries a minimum seat commitment. Quality management alone is more accessible but still sold on an annual quoted contract.

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