Freshdesk Contact Center

Score9.9 out of 10

28 Reviews and Ratings

What is Freshdesk Contact Center?

Freshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Fresh Contact Center aims to enable businesses / teams set-up and run a call center without spending a lot of time and money. It is suited for phone teams of size 1- 30.

Users can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows the user to provide a detailed set of options to callers. The call queues enables smart escalations based on 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. WIth it, teams can engage in contextual conversations with callers.

Categories & Use Cases

Audio conferencing
Audio conferencing credentials for all on the system.
Category average: 8.1
Call reports
Historical call analysis and trending metrics
Category average: 8.2
Message alerts
Receive SMS and email message notifications for voice and fax messages
Category average: 8.2

Answering rules
Ability to enter rules to route calls to main number or other extensions in case of absence
Category average: 8.1
Call screening
Ability to block numbers or send calls directly to voicemail
Category average: 8.7
Multi-level Interactive Voice Response (IVR)
IVR is a phone menu allowing callers to interact with the system through voice and keypad
Category average: 7.4

James Dilley View profile

System Administrator in Information Technology at FIS (10,001+ employees employees)

Use Cases and Deployment Scope

The platform's ability to record and show 'Canned Responses' is quite useful; it's convenient to have that information readily available, and it doesn't get in the way when you're composing your response. What you need and desire from a customer service center is going to depend on your own situation. If you're on a tight budget but still need anything to get the job done, by all means, give this a shot. You'll be glad you considered switching platforms if you're a rapidly expanding firm.

Pros

From this centralized help desk, we are able to allocate tickets and communicate with staff and clients via email.
The ability to phone a lead or customer directly from Freshdesk is fantastic.
Handling of waiting lines.

Cons

Freshdesk is not built for problem classification, hence it is challenging to sort tickets by the problem.
Due to a lack of a robust category or views mechanism, problem assignment and management become tedious tasks on this platform.
It took some time to get everything moved over during the setup process.

Most Important Features

Making phone calls using fictitious contact details.
Have access to several virtual phone numbers from various countries.
Conducting anonymous phone calls to foreign leaders.

Return on Investment

Good call quality and the option to divert all calls to voicemail when offline were both welcome improvements over our previous setup.
The system's user-friendly interface and intuitive controls make it a breeze to set up and manage features like IVR and call routing, as well as to track and analyze trends in customer service calls.
By using the Freshdesk Contact Center, you can eliminate call wait times by routing incoming customer service calls to any available agent on your team over a single trunk line.

Alternatives Considered

Webex Calling

Other Software Used

HubSpot Service Hub, Cisco Webex Board Series, monday.com

Nithin Rao View profile

Operations Manager in Corporate at Unocoin: India's Bitcoin & Crypto Exchange (51-200 employees employees)

Use Cases and Deployment Scope

Freshdesk has been a saviour in terms of contact center management and getting the lines live for support. We needed to have a script clear line for our customers to get the maximum out of the support channels and Freshdesk came to the rescue with an out-of-the-box tool and ease of access.

Pros

Sophisticated design and UI.
Ease of KT and download access.
Vast analytics options.

Cons

Pricing.
Initial data transfer.
Support.

Most Important Features

Call center management.
Agent management.
Analytics.

Return on Investment

Overall NPA has improved.
Cost effectiveness due to happy customers.
Premium usability of a good tool.

Alternatives Considered

Ozonetel

Other Software Used

Ozonetel, (EOL) Cisco CloudCenter, Zoho Assist

DeAnn Kenney-Garrett

Manager- HR Solution Center in Human Resources at Johns Hopkins Health System (10,001+ employees employees)

Use Cases and Deployment Scope

We did not have a good experience with FreshCaller so we discontinued use of it within two days. For some reason, it did not work well with our phone system and was constantly disconnecting calls. It was very disruptive to our employees across the enterprise as well as the team who was manning the system.

Pros

We were excited by the prospect and it just did not meet expectations

Cons

We wanted the system to work as it was described and there were too many glitches

Most Important Features

Record ALL Calls for training and other purposes

Return on Investment

Negative for us as we lost two days worth of work trying to get the system to work after it had been tested before going live

Ignacio Cruz View profile

COO (Chief Operations Officer) in Sales at Omnia Salud (11-50 employees employees)

Use Cases and Deployment Scope

In Omnia Salud we have clients all around America, so we needed a platform that could help us call other countries from Argentina. As we used Freshsales, we started using Freshcaller with 3 virtual numbers purchased from the platform. The problem we had was that it wasn't fully integrated with Freshsales or Freshdesk, and this made the daily operations a little bit tedious.

Pros

Buy virtual numbers.
Record Calls.
Don't rely on an outstanding internet connection.

Cons

Integration with their own CRM (Freshsales).
Integration with their own Support Platform (Freshdesk).
Reviewing the cost of an outgoing call.

Most Important Features

Record Calls.
Making calls from virtual numbers.
Have multiple virtual numbers from multiple countries.

Return on Investment

Making mask calls to Leads in other countries.
Very expensive virtual numbers in some countries (colombia for example).

Alternatives Considered

Freshworks CRM (formerly Freshsales), Freshsuccess (formerly Natero), Freshdesk and Freshdesk Messaging (Formerly Freshchat)

Other Software Used

HubSpot CRM, HubSpot Marketing Hub, HubSpot Sales Hub, HubSpot Service Hub

Steven Duran View profile

Platform Director - Saint Joseph Communications in Sales at 5 Stones (51-200 employees employees)

Pros

Call metrics.
Multiple users.
Custom voicemails.
Integration into Freshsales.

Cons

The UX and UI could use an upgrade.
The process could be better when importing a hard line into the system.
We could use more additional reporting features.

Return on Investment

Hugely efficient in being able to track call data.
Really affordable subscription with a very simple integration into FreshSales.
Allows us to grow and scale our outbound and inbound teams.

Usability

Alternatives Considered

Vonage Business Cloud

Other Software Used

Xero, Dropbox, Trello

Freshdesk Contact Center

What is Freshdesk Contact Center?

Categories & Use Cases