Freshdesk: Yes or no for call center?
Freshdesk has been a saviour in terms of contact center management and getting the lines live for support. We needed to have a script …
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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…
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Popular Features
- Call reports (8)9.393%
- Call recording (8)9.191%
- Answering rules (8)8.585%
- Multi-level Interactive Voice Response (IVR) (8)8.181%
Pricing
FREE
$0
Cloud
per agent/per month
Growth
$15
Cloud
per agent/per ,billed annually
Pro
$39
Cloud
per agent/per month, billed annually
Entry-level set up fee?
- Setup fee optionalOptional
For the latest information on pricing, visithttps://www.freshworks.com/freshcaller…
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- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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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.
Freshdesk Contact Center 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 Video
Upgrade your business by moving away from desk phones with Freshcaller, cloud phone system for all businesses
Freshdesk Contact Center Competitors
Freshdesk Contact Center Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | United States, United Kingdom, Australia, Canada |
| Supported Languages | English |
Frequently Asked Questions
Reviewers rate Audio conferencing highest, with a score of 9.5.
The most common users of Freshdesk Contact Center are from Mid-sized Companies (51-1,000 employees).
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(26)Attribute Ratings
Reviews
(1-9 of 9)Companies can't remove reviews or game the system. Here's why
June 23, 2022
Freshdesk: Yes or no for call center?
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.
- Sophisticated design and UI.
- Ease of KT and download access.
- Vast analytics options.
- Pricing.
- Initial data transfer.
- Support.
June 22, 2022
Freshdesk is Fresh
When we first started using Freshdesk Contact Center, we had a need for a new system that would make it easier for parents to contact our admin. This was at first a trial run, but quickly became a much-needed software that has been fully integrated into our school. This software allows more callers to reach us without the hassle and has helped us reduce the number of parent complaints of not being able to be connected with one of our HR employees.
- Routes parent request directly to our admin department
- Allows you to set up chats
- Allows you to measure how well you are doing
- One thing that I would say is scrap the chatbot, nobody wants to talk to a bot.
- Better explain how to setup the WhatsApp integration
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.
- 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.
- 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.
June 21, 2022
My customer calls buddy!
Being in sales or customer success, I need to make phone calls daily. Freshcaller is embedded in my CRM - Freshsales which makes it very convenient to make calls, from multiple numbers. It also records the calls if I want to revisit my conversations. It has changed the game for me.
- Connectivity.
- Call recording.
- Ability to use multiple phone numbers.
- Sometimes the network drops which disrupts calls.
- Nothing else.
January 07, 2022
Freshdesk better alone than integrated
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.
- Buy virtual numbers.
- Record Calls.
- Don't rely on an outstanding internet connection.
- Integration with their own CRM (Freshsales).
- Integration with their own Support Platform (Freshdesk).
- Reviewing the cost of an outgoing call.
January 06, 2022
Dropped Calls
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.
- We were excited by the prospect and it just did not meet expectations
- We wanted the system to work as it was described and there were too many glitches
March 09, 2020
The Freshest of Callers!
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
September 20, 2019
Not Recommended - Unless you have FreshDesk and a very small team
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.
August 28, 2019
Easy and affordable cloud-based solution
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.