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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

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

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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
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
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 and Cons
  • IVR
  • Call management
  • Forwarding
  • 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.
Freshdesk Contact Center Feature Ratings
Cloud PBX (4)
72.5%
7.3
Hosted PBX
80%
8.0
Multi-level Interactive Voice Response (IVR)
90%
9.0
Call reports
70%
7.0
Directory of employee names
50%
5.0
Call Management (5)
78%
7.8
Answering rules
80%
8.0
Call recording
90%
9.0
Call park
70%
7.0
Call screening
70%
7.0
Message alerts
80%
8.0
VoIP system collaboration
N/A
N/A
Mobile apps
N/A
N/A
Return on Investment
  • Ease of use
  • Simple interface
  • Hand-holding on holiday schedule
Alternatives Considered
At the time, the features seemed to integrate better with a possible ITSM platform that would be a little more catered to our style and liking. If I remember correctly, both operated on Twilio but I'm not sure if that's still the case. Since I no longer assist with those services I'm not sure where the route will go.
Support Rating
9
Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.
Other Software Used
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
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 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.
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
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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