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Freshcaller Reviews

12 Ratings
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Score 7.4 out of 100

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Reviews (1-3 of 3)

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March 09, 2020

The Freshest of Callers!

Anonymous | TrustRadius Reviewer
Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source
Freshcaller is currently being used in our environment as a call manager for our IT Help Desk. We have a number that users are able to call into for assistance and the next available analyst is able to answer the call and assist with any issues the end-users are experiencing.
  • IVR
  • Call management
  • Forwarding
  • Holiday schedling
  • Call rotation
  • Caller ID
Freshcaller is pretty straightforward with a lot of the settings and a fairly simple setup process. What it does well allows you to set up a number where you centralize incoming calls and route them properly. The routing could be a bit better but still works. Holiday and early closing days are not the easiest to manage.
Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.
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August 28, 2019

Easy and affordable cloud-based solution

Steven Duran | TrustRadius Reviewer
Steven Duran
Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshcaller is used by our inside sales and account management team. We recently switched from a hard phone to a softphone and I wanted to use software that gave my analytics on call metrics. It's also helpful that we use FreshSales as our CRM so the integrations there were obviously very smooth.
  • Call metrics.
  • Multiple users.
  • Custom voicemails.
  • Integration into Freshsales.
  • 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.
If you're looking to have your team make outbound calls to leads, then this software is really well suited. You can simply go through your call list and make the dials really effectively. As a manager, it's really helpful to track how long our team members have been on the phone and you can even tag it so that you can track call time to a particular project or client.
The FreshWorks team has been really helpful thus far. Most of their team is located in India, but as an American customer, I have felt supported the entire time I've used FreshCaller. Their technical support team is even willing to do a remote machine takeover if you're really struggling to implement the software.
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September 20, 2019

Not Recommended - Unless you have FreshDesk and a very small team

Anonymous | TrustRadius Reviewer
Verified User
Score 2 out of 10
Vetted Review
Verified User
Review Source
Freshcaller was previously used by my organization as part of an add-in feature to FreshDesk, a CRM developed by the parent company FreshWorks. It was primarily utilized by the Customer Support team to route incoming calls to support agents and to generate tickets into our ticket management system for tracking and resolving issues and requests. It was to bring integration of the phone channel into the ticketing system so agents would not have to be relied on to generate tickets for phone calls in a timely manner.
  • Phone system integrates with FreshDesk easily
  • VoIP service was fairly clear
  • Setup and configuration of call features was fairly easy to figure out, and documentation was available for areas that were not easy to understand
  • Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
  • The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
  • Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
  • Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.
If you have a very small group of representatives that are strictly using FreshDesk as their ticket management system that needs to have call integration, I can see this solution working - but from a cost perspective, there are better options, even if they lack the tight integration between FreshWorks products. I am struggling to find scenarios other than above that Freshcaller is well suited.
Support is chat and email-based - the support team is available during the workday, but anything that is outside of the knowledge base or common knowledge of the system is taken down and forwarded along to the development team, which doesn't hold the same hours. Responses regarding bugs and problems with the system can take hours and days for a response - which is not useful if you're experiencing a problem with your customer support team's primary communications channel.
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Freshcaller Scorecard Summary

Likelihood to Recommend (12)
7.4
Usability (1)
8.0
Support Rating (6)
6.6

Feature Scorecard Summary

Hosted PBX (3)
6.3
Multi-level Interactive Voice Response (IVR) (3)
7.5
Call reports (3)
6.1
Directory of employee names (2)
6.2
Answering rules (3)
6.8
Call recording (3)
7.8
Call park (2)
7.0
Call screening (3)
5.8
Message alerts (2)
7.6
Audio conferencing (2)
6.0

What is Freshcaller?

Freshcaller is a call center software for startups and small teams. Freshcaller lets businesses / teams set-up and run a powerful call center without spending a lot of time and money. It is suited for phone teams of size 1- 30.
You can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows you to provide a detailed set of options to your callers. The call queues in lets you make smart escalations based on your 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. Your team will always engage in contextual conversations with your callers.

Categories:  Call Recording,  Call Tracking,  IP PBX,  VoIP

Freshcaller Features

Cloud PBX Features

Has featureHosted PBX
Has featureMulti-level Interactive Voice Response (IVR)
Has featureCall reports
Has featureDirectory of employee names

Call Management Features

Has featureAnswering rules
Has featureCall recording
Has featureCall park
Has featureCall screening
Has featureMessage alerts

VoIP system collaboration Features

Has featureAudio conferencing
Additional Features
Has featureCustom greeting message
Has featureVoicemail
Has featureCall routing
Has featureCall Barging
Has featureNumber porting
Has featureAnswer on mobile
Has featureSmart Escalation
Has featureCall Metrics
Has featureCall conferencing
Has featureInbound caller ID
Has featureAfter Call Work

Freshcaller Competitors

Freshcaller Pricing

  • Has featureFree Trial Available?Yes
  • Has featureFree or Freemium Version Available?Yes
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?Optional
EditionPricing DetailsTerms
Sprout$0per agent/per month
Blossom$19per agent/per month
Garden$39per agent/per month
Estate$99per agent/per month

Sprout - $0 (UNLIMITED AGENTS + pay per min) Blossom - $19 (per agent/month paid yearly + pay per min) - $25 (per agent/month paid monthly + pay per min) Garden - $40 (per agent/month paid yearly + pay per min) - $49 (per agent/month paid monthly + pay per min)

Freshcaller Support Options

 Free VersionPaid Version
Phone
Email
Forum/Community
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

Freshcaller Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No
Supported Countries:United States, United Kingdom, Australia, Canada
Supported Languages: English