Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact Center (Formerly Freshcaller) Reviews

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Ratings and Reviews (15)
Features Scorecard
Product Details

Ratings and Reviews
(1-3 of 15)

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March 09, 2020

The Freshest of Callers!

Verified User
Employee in Information Technology
Construction Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • IVR
  • Call management
  • Forwarding
  • Holiday schedling
  • Call rotation
  • Caller ID

Likelihood to Recommend

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.

Support Rating

9
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.
August 28, 2019

Easy and affordable cloud-based solution

Steven Duran | TrustRadius Reviewer
Steven Duran
Platform Director - Saint Joseph Communications
5 Stones (Media Production, 51-200 employees)
Score 10 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • 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.

Likelihood to Recommend

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.

Support Rating

8
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.
September 20, 2019

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

Verified User
Manager in Information Technology
Industrial Automation Company, 51-200 employees
Score 2 out of 10
Vetted Review
Verified User
Review Source

Use Cases and Deployment Scope

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.

Pros and Cons

  • 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.

Likelihood to Recommend

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 Rating

2
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.

Freshdesk Contact Center (Formerly Freshcaller) Scorecard Summary

Feature Scorecard Summary

Cloud PBX (4)
69%
6.9
Hosted PBX (3)
72%
7.2
Multi-level Interactive Voice Response (IVR) (3)
83%
8.3
Call reports (3)
65%
6.5
Directory of employee names (2)
54%
5.4
Call Management (5)
74%
7.4
Answering rules (3)
74%
7.4
Call recording (3)
85%
8.5
Call park (2)
70%
7.0
Call screening (3)
64%
6.4
Message alerts (2)
79%
7.9
VoIP system collaboration (1)
59%
5.9
Audio conferencing (2)
59%
5.9

What is Freshdesk Contact Center (Formerly Freshcaller)?

Freshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Freshcaller 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.

Freshdesk Contact Center (Formerly Freshcaller) Features

Cloud PBX Features

  • Supported: Hosted PBX
  • Supported: Multi-level Interactive Voice Response (IVR)
  • Supported: Call reports
  • Supported: Directory of employee names

Call Management Features

  • Supported: Answering rules
  • Supported: Call recording
  • Supported: Call park
  • Supported: Call screening
  • Supported: Message alerts

VoIP system collaboration Features

  • Supported: Audio conferencing

Additional Features

  • Supported: Custom greeting message
  • Supported: Voicemail
  • Supported: Call routing
  • Supported: Call Barging
  • Supported: Number porting
  • Supported: Answer on mobile
  • Supported: Smart Escalation
  • Supported: Call Metrics
  • Supported: Call conferencing
  • Supported: Inbound caller ID
  • Supported: After Call Work

Freshdesk Contact Center (Formerly Freshcaller) Competitors

Freshdesk Contact Center (Formerly Freshcaller) Pricing

More Pricing Information

SaaS Editions Pricing
Pricing DetailsTerms
Enterprise$69per agent/per month, billed annually
FREE$0per agent/per month
Pro$39per agent/per month, billed annually
Growth$15per agent/per ,billed annually

Freshdesk Contact Center (Formerly Freshcaller) Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUnited States, United Kingdom, Australia, Canada
Supported LanguagesEnglish

Frequently Asked Questions

What are Freshdesk Contact Center (Formerly Freshcaller)'s top competitors?

Talkdesk, Five9, and RingCentral are common alternatives for Freshdesk Contact Center (Formerly Freshcaller).

What is Freshdesk Contact Center (Formerly Freshcaller)'s best feature?

Reviewers rate Call recording highest, with a score of 8.5.

Who uses Freshdesk Contact Center (Formerly Freshcaller)?

The most common users of Freshdesk Contact Center (Formerly Freshcaller) are from Small Businesses and the Accounting industry.