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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 5)

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

Rating: 2 out of 10
Incentivized
September 20, 2019
Verified User
Manager in Information Technology
Industrial Automation Company, 51-200 employees
Vetted Review
Verified User
Freshdesk Contact Center
1 year of experience
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
  • 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
Cons
  • 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.
Freshdesk Contact Center Feature Ratings
Cloud PBX (3)
43.33333333333333%
4.3
Hosted PBX
50%
5.0
Multi-level Interactive Voice Response (IVR)
50%
5.0
Call reports
30%
3.0
Call Management (3)
50%
5.0
Answering rules
50%
5.0
Call recording
70%
7.0
Call screening
30%
3.0
VoIP system collaboration (1)
50%
5.0
Audio conferencing
50%
5.0
Mobile apps
N/A
N/A
Return on Investment
  • Overpriced for what it offered - we paid nearly $600/month for 10 users. Could not drop them fast enough for this reason alone.
Alternatives Considered
Both Fuze and Jive were vastly cheaper than what Freshcaller provided. The feature set was also much more involved than Freshcaller. For the same cost I was paying for 10 users for Freshcaller, I've been able to provide a full UCaaS with Fuze for about 25-30 users. Fuze has also offered to provide integrations with our ticketing system that is still cheaper than what we would be continuing to pay Freshcaller if we were still a subscriber.
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.
Other Software Used

Easy and affordable cloud-based solution

Rating: 10 out of 10
Incentivized
August 28, 2019
SD
Steven Duran
Platform Director - Saint Joseph Communications
5 Stones (Media Production, 51-200 employees)
Vetted Review
Verified User
Freshdesk Contact Center
1 year of experience
View profile
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
  • Call metrics.
  • Multiple users.
  • Custom voicemails.
  • Integration into Freshsales.
Cons
  • 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.
Freshdesk Contact Center Feature Ratings
Cloud PBX (4)
72.5%
7.3
Hosted PBX
50%
5.0
Multi-level Interactive Voice Response (IVR)
80%
8.0
Call reports
80%
8.0
Directory of employee names
80%
8.0
Call Management (5)
70%
7.0
Answering rules
70%
7.0
Call recording
70%
7.0
Call park
70%
7.0
Call screening
70%
7.0
Message alerts
70%
7.0
VoIP system collaboration (1)
70%
7.0
Audio conferencing
70%
7.0
Mobile apps
N/A
N/A
Return on Investment
  • Hugely efficient in being able to track call data.
  • Really affordable subscription with a very simple integration into FreshSales.
  • Allows us to grow and scale our outbound and inbound teams.
Usability
8
It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.
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.
Alternatives Considered
Again, I wanted to go with a softphone that was easily able to be integrated with our CRM. I need my team to be nimble and fluid when making outbound calls and responding to inbound inquiries. FreshCaller was a really affordable, cloud-based solution that allowed me to not only track all of our call data but also seamlessly integrates with our CRM which happens to be FreshSales.
Other Software Used

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.
Most Important Features
  • Making phone calls using fictitious contact details.
  • Have access to several virtual phone numbers from various countries.
  • Conducting anonymous phone calls to foreign leaders.
Freshdesk Contact Center Feature Ratings
Cloud PBX (4)
87.5%
8.8
Hosted PBX
80%
8.0
Multi-level Interactive Voice Response (IVR)
90%
9.0
Call reports
90%
9.0
Directory of employee names
90%
9.0
Call Management (5)
92%
9.2
Answering rules
100%
10.0
Call recording
100%
10.0
Call park
80%
8.0
Call screening
90%
9.0
Message alerts
90%
9.0
VoIP system collaboration (1)
100%
10.0
Audio conferencing
100%
10.0
Mobile apps
N/A
N/A
Return on Investment
  • Good call quality and the option to divert all calls to voicemail when offline were both welcome improvements over our previous setup.
  • The system's user-friendly interface and intuitive controls make it a breeze to set up and manage features like IVR and call routing, as well as to track and analyze trends in customer service calls.
  • By using the Freshdesk Contact Center, you can eliminate call wait times by routing incoming customer service calls to any available agent on your team over a single trunk line.
Alternatives Considered
The tool may be set up and operating in a couple of hours, and its implementation is straightforward. When we join up for the service, all we have to do is buy a phone number and load some money into our account, and we can start using the tool right away. After that point, there should be no more problems with the agents taking calls.
Other Software Used

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.
Most Important Features
  • Record ALL Calls for training and other purposes
Freshdesk Contact Center Feature Ratings
Cloud PBX (4)
N/A
N/A
Hosted PBX
N/A
N/A
Multi-level Interactive Voice Response (IVR)
N/A
N/A
Call reports
N/A
N/A
Directory of employee names
N/A
N/A
Call Management (5)
N/A
N/A
Answering rules
N/A
N/A
Call recording
N/A
N/A
Call park
N/A
N/A
Call screening
N/A
N/A
Message alerts
N/A
N/A
VoIP system collaboration (1)
N/A
N/A
Audio conferencing
N/A
N/A
Mobile apps
N/A
N/A
Return on Investment
  • Negative for us as we lost two days worth of work trying to get the system to work after it had been tested before going live

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.
Most Important Features
  • Call center management.
  • Agent management.
  • Analytics.
Freshdesk Contact Center Feature Ratings
Cloud PBX (4)
82.5%
8.3
Hosted PBX
90%
9.0
Multi-level Interactive Voice Response (IVR)
70%
7.0
Call reports
90%
9.0
Directory of employee names
80%
8.0
Call Management (5)
80%
8.0
Answering rules
80%
8.0
Call recording
70%
7.0
Call park
80%
8.0
Call screening
80%
8.0
Message alerts
90%
9.0
VoIP system collaboration (1)
90%
9.0
Audio conferencing
90%
9.0
Mobile apps
N/A
N/A
Return on Investment
  • Overall NPA has improved.
  • Cost effectiveness due to happy customers.
  • Premium usability of a good tool.
Alternatives Considered
After multiple checks and constant research we found Freshdesk is one of the leading product service providers and the best at it too. We used to have PSTIN hard phones which caused a lot of drops and customer discontent. After Freshdesk, it has been a cakewalk. Really happy with it.
Other Software Used
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