Item: Freshdesk Contact Center
Rating: 10
Author: Steven Duran

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.

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

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

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

Vonage Business Cloud

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

Xero, Dropbox, Trello

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.

Easy and affordable cloud-based solution

Overall Satisfaction with Freshcaller