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Freshdesk Contact Center

Freshdesk Contact Center
Formerly Freshcaller

Overview

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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Learn from top reviewers

Freshdesk: Yes or no for call center?

Rating: 9 out of 10
June 23, 2022
IncentivizedVetted ReviewVerified User
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 m...
Continue reading
Nithin Rao
Manager - Corporate
Operations Manager
Unocoin: India's Bitcoin & Crypto Exchange
Freshdesk Contact Center9 years of experience

App for making phone calls that is easy to use and intuitive.

Rating: 9 out of 10
June 22, 2022
IncentivizedVetted ReviewVerified User
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 yo...
Continue reading
James Dilley
Administrator - Information Technology
System Administrator
FIS
Freshdesk Contact Center3 years of experience

Freshdesk better alone than integrated

Rating: 6 out of 10
January 7, 2022
IncentivizedVetted ReviewVerified User
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 Fres...
Continue reading
Ignacio Cruz
C-Level Executive - Sales
COO (Chief Operations Officer)
Omnia Salud
Freshdesk Contact Center2 years of experience

Dropped Calls

Rating: 1 out of 10
January 6, 2022
IncentivizedVetted ReviewVerified User
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...
Continue reading
DeAnn Kenney-Garrett
Manager - Human Resources
Manager- HR Solution Center
Johns Hopkins Health System
Freshdesk Contact Center4 years of experience

Easy and affordable cloud-based solution

Rating: 10 out of 10
August 28, 2019
IncentivizedVetted ReviewVerified User
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 ...
Continue reading
Steven Duran
Director - Sales
Platform Director - Saint Joseph Communications
5 Stones
Freshdesk Contact Center1 year of experience
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

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Pricing

View all 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 optional
    Optional
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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Features

Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

8.9
Avg 8.0

Call Management

Customized phone system settings

8.9
Avg 8.4

VoIP system collaboration

Team collaboration via cloud phone system

9.6
Avg 8.0
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Product Details

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 TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo
Supported CountriesUnited States, United Kingdom, Australia, Canada
Supported LanguagesEnglish

Frequently Asked Questions

Talkdesk, Five9, and RingEX are common alternatives for Freshdesk Contact Center.

Reviewers rate Audio conferencing highest, with a score of 9.6.

The most common users of Freshdesk Contact Center are from Mid-sized Companies (51-1,000 employees).
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Reviews From Top Reviewers

View all reviews
(1-5 of 9)

Dropped Calls

Rating: 1 out of 10
Incentivized
January 06, 2022
DK
DeAnn Kenney-Garrett
Manager- HR Solution Center
Johns Hopkins Health System (Human Resources, 10,001+ employees)
Vetted Review
Verified User
Freshdesk Contact Center
4 years of experience
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
Likelihood to Recommend
It did not meet even our basic expectations.

My customer calls buddy!

Rating: 10 out of 10
Incentivized
June 21, 2022
Verified User
Account Manager in Customer Service
Computer Software Company, 1001-5000 employees
Vetted Review
Verified User
Freshdesk Contact Center
2 years of experience
Use Cases and Deployment Scope
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.
Pros
  • Connectivity.
  • Call recording.
  • Ability to use multiple phone numbers.
Cons
  • Sometimes the network drops which disrupts calls.
  • Nothing else.
Likelihood to Recommend
It is very well suited for making cold customer calls and especially when it's connected to a CRM. Here you can see the lead contact information and notes while making the call which makes the conversation very easy. It is also very useful to revise conversations, one can always listen to their conversation if they've missed out on some important detail.

Freshdesk: Yes or no for call center?

Rating: 9 out of 10
Incentivized
June 23, 2022
NR
Nithin Rao
Operations Manager
Unocoin: India's Bitcoin & Crypto Exchange (Financial Services, 51-200 employees)
Vetted Review
Verified User
Freshdesk Contact Center
9 years of experience
View profile
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.
Likelihood to Recommend
  • Freshdesk is better compared to all the third world applications available as the product feels premium and usability is good.
  • It helps in onboarding the team very fast and is simple plug 'n' play.
  • Could be a little cheaper compared to the competition in the market where we get similar tools for a lot less.

App for making phone calls that is easy to use and intuitive.

Rating: 9 out of 10
Incentivized
June 22, 2022
JD
James Dilley
System Administrator
FIS (Information Technology & Services, 10,001+ employees)
Vetted Review
Verified User
Freshdesk Contact Center
3 years of experience
View profile
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.
Likelihood to Recommend
One of FreshDesk Contact Center's greatest strengths is that it can centralize all of a company's channels for communicating with customers. Additionally, you get access to a large number of free collaborators seats, enabling you to bring on board non-customer support team members who may play an indirect role in handling client concerns. Offering an omnichannel experience to our staff and consumers eliminates the need to juggle numerous tools for handling customer service issues. In addition, we may direct customer service interactions like tickets, chats, and phone calls according to predetermined guidelines.

The Freshest of Callers!

Rating: 8 out of 10
Incentivized
March 09, 2020
Verified User
Employee in Information Technology
Construction Company, 1001-5000 employees
Vetted Review
Verified User
Freshdesk Contact Center
1 year of experience
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
  • IVR
  • Call management
  • Forwarding
Cons
  • 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.
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