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 …
Freshdesk Contact Center (Formerly Freshcaller)
Freshdesk Contact Center (Formerly Freshcaller)
Starting at $0 per agent/per month
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Pricing
View all pricingFREE
$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…
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting / Integration Services
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Product Details
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) Technical Details
| Deployment Types | SaaS |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
| Supported Countries | United States, United Kingdom, Australia, Canada |
| Supported Languages | English |
Comparisons
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Frequently Asked Questions
What are Freshdesk Contact Center (Formerly Freshcaller)'s top competitors?
Talkdesk, Five9, and RingCentral MVP 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 9.9.
Who uses Freshdesk Contact Center (Formerly Freshcaller)?
The most common users of Freshdesk Contact Center (Formerly Freshcaller) are from Small Businesses (1-50 employees) and the Information Technology & Services industry.
Reviews and Ratings
(18)
Reviews
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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.