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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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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 …
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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%
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Pricing

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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 8.2

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
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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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Comparisons

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Reviews and Ratings

(27)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
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
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 and Cons
  • 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.
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
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