Skip to main content
TrustRadius
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…

Read more
Recent Reviews

Freshdesk is Fresh

9 out of 10
June 22, 2022
Incentivized
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 …
Continue reading
Read all reviews

Popular Features

View all 10 features
  • Call reports (8)
    9.3
    93%
  • Call recording (8)
    9.0
    90%
  • Answering rules (8)
    8.5
    85%
  • Multi-level Interactive Voice Response (IVR) (8)
    8.1
    81%
Return to navigation

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
Return to navigation

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 8.2

Call Management

Customized phone system settings

8.9
Avg 8.4

VoIP system collaboration

Team collaboration via cloud phone system

9.6
Avg 8.3
Return to navigation

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).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(27)

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?

Nithin Rao | TrustRadius Reviewer
Nithin Rao
Operations Manager
Unocoin: India's Bitcoin & Crypto Exchange (Financial Services, 51-200 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
June 22, 2022

Freshdesk is Fresh

Verified User
Employee in Other
E-Learning Company, 51-200 employees
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
One scenario where Freshdesk Contact Center is well suited is when we have a lot of parents calling in with requests about student transcripts, and or grades, we can better interact with each caller and not have a lot of people on hold waiting for a long time. One scenario where Freshdesk might not be well suited is when callers get the chatbot more often than talking to an actual person.
June 22, 2022

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

James Dilley | TrustRadius Reviewer
James Dilley
System Administrator
FIS (Information Technology & Services, 10,001+ employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
June 21, 2022

My customer calls buddy!

Verified User
Account Manager in Customer Service
Computer Software Company, 1001-5000 employees
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
January 07, 2022

Freshdesk better alone than integrated

Ignacio Cruz | TrustRadius Reviewer
Ignacio Cruz
COO (Chief Operations Officer)
Omnia Salud (Internet, 11-50 employees)
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Likelihood to Recommend
I think it's well suited if you need a virtual number and you do not plan to save this information in your CRM. It's really easy to get it running and then is very simple to use. I think they could improve by integrating better with other platforms, especially the ones in their own suite. And if you need the virtual phone for sales, I would recommend getting a CRM that has the virtual caller integrated within the platform.
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
Incentivized
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.
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
Incentivized
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.
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
Incentivized
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.
Return to navigation