Not Recommended - Unless you have FreshDesk and a very small team
September 20, 2019

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

Anonymous | TrustRadius Reviewer
Score 2 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Freshcaller

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.
  • 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.
  • Overpriced for what it offered - we paid nearly $600/month for 10 users. Could not drop them fast enough for this reason alone.
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 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.

Do you think Freshdesk Contact Center (Formerly Freshcaller) delivers good value for the price?

No

Are you happy with Freshdesk Contact Center (Formerly Freshcaller)'s feature set?

No

Did Freshdesk Contact Center (Formerly Freshcaller) live up to sales and marketing promises?

No

Did implementation of Freshdesk Contact Center (Formerly Freshcaller) go as expected?

Yes

Would you buy Freshdesk Contact Center (Formerly Freshcaller) again?

No

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 (Formerly Freshcaller) Feature Ratings

Hosted PBX
5
Multi-level Interactive Voice Response (IVR)
5
Call reports
3
Answering rules
5
Call recording
7
Call screening
3
Audio conferencing
5