Pros and Cons of Freshdesk Contact Center 2024

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Starting at $0 per agent/per month

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…

Recent Reviews

Freshdesk: Yes or no for call center?

9 out of 10

June 23, 2022

Freshdesk has been a saviour in terms of contact center management and getting the lines live for support. We needed to have a script …

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Freshdesk is Fresh

9 out of 10

June 22, 2022

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

9 out of 10

June 22, 2022

The platform's ability to record and show 'Canned Responses' is quite useful; it's convenient to have that information readily available, …

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My customer calls buddy!

10 out of 10

June 21, 2022

Being in sales or customer success, I need to make phone calls daily. Freshcaller is embedded in my CRM - Freshsales which makes it very …

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Freshdesk better alone than integrated

6 out of 10

January 07, 2022

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 …

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Dropped Calls

1 out of 10

January 06, 2022

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 …

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The Freshest of Callers!

8 out of 10

March 09, 2020

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 …

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

2 out of 10

September 20, 2019

Freshcaller was previously used by my organization as part of an add-in feature to FreshDesk, a CRM developed by the parent company …

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Easy and affordable cloud-based solution

10 out of 10

August 28, 2019

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 …

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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%

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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 8.2

9
Hosted PBX
(6) Ratings
Hosted telephony infrastructure obviated the need for local PBX hardware
8.1
Multi-level Interactive Voice Response (IVR)
(8) Ratings
IVR is a phone menu allowing callers to interact with the system through voice and keypad
9.3
Call reports
(8) Ratings
Historical call analysis and trending metrics
9.2
Directory of employee names
(7) Ratings
Voice directory of all employees for self-service dialing

Call Management

Customized phone system settings

8.9

Avg 8.4

8.5
Answering rules
(8) Ratings
Ability to enter rules to route calls to main number or other extensions in case of absence
9
Call recording
(8) Ratings
Automatic recording of inbound and outbound calls
8.9
Call park
(7) Ratings
Ability to hold calls in virtual location and subsequently access from any phone in system
8.5
Call screening
(8) Ratings
Ability to block numbers or send calls directly to voicemail
9.4
Message alerts
(7) Ratings
Receive SMS and email message notifications for voice and fax messages

VoIP system collaboration

Team collaboration via cloud phone system

9.6

Avg 8.3

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Product Details

About
Competitors
Tech Details
FAQs

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

Show Unsupported 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 Types	Software as a Service (SaaS), Cloud, or Web-Based
Operating Systems	Unspecified
Mobile Application	No
Supported Countries	United States, United Kingdom, Australia, Canada
Supported Languages	English

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

View all alternatives

Compare with

Dixa

Zoom Phone

3CX

Cisco Headsets

Genesys Cloud CX

Twilio

Talkdesk

NICE CXone

Amazon Connect

Combodo iTop

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Reviews and Ratings

(27)

Attribute Ratings

Reviews

(1-9 of 9)

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Companies can't remove reviews or game the system. Here's why

June 23, 2022

Freshdesk: Yes or no for call center?

Operations Manager

Unocoin: India's Bitcoin & Crypto Exchange (Financial Services, 51-200 employees)

Score 9 out of 10

Vetted Review

Verified User

Pros and Cons

Sophisticated design and UI.
Ease of KT and download access.
Vast analytics options.

Pricing.
Initial data transfer.
Support.

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

Pros and Cons

Routes parent request directly to our admin department
Allows you to set up chats
Allows you to measure how well you are doing

One thing that I would say is scrap the chatbot, nobody wants to talk to a bot.
Better explain how to setup the WhatsApp integration

June 22, 2022

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

System Administrator

FIS (Information Technology & Services, 10,001+ employees)

Score 9 out of 10

Vetted Review

Verified User

Pros and Cons

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.

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.

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

Pros and Cons

Connectivity.
Call recording.
Ability to use multiple phone numbers.

Sometimes the network drops which disrupts calls.
Nothing else.

January 07, 2022

Freshdesk better alone than integrated

COO (Chief Operations Officer)

Omnia Salud (Internet, 11-50 employees)

Score 6 out of 10

Vetted Review

Verified User

Pros and Cons

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

DeAnn Kenney-Garrett

Manager- HR Solution Center

Johns Hopkins Health System (Human Resources, 10,001+ employees)

Score 1 out of 10

Vetted Review

Verified User

Pros and Cons

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!

Verified User

Employee in Information Technology

Construction Company, 1001-5000 employees

Score 8 out of 10

Vetted Review

Verified User

Pros and Cons

IVR
Call management
Forwarding

Holiday schedling
Call rotation
Caller ID

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

Pros and Cons

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

Platform Director - Saint Joseph Communications

5 Stones (Media Production, 51-200 employees)

Score 10 out of 10

Vetted Review

Verified User

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.

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