The Freshest of Callers!
March 09, 2020

The Freshest of Callers!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Freshcaller

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.
  • IVR
  • Call management
  • Forwarding
  • Holiday schedling
  • Call rotation
  • Caller ID
  • Ease of use
  • Simple interface
  • Hand-holding on holiday schedule
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.
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.

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

Yes

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

Yes

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

Yes

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

Yes

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

Yes

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 (Formerly Freshcaller) Feature Ratings

Hosted PBX
8
Multi-level Interactive Voice Response (IVR)
9
Call reports
7
Directory of employee names
5
Answering rules
8
Call recording
9
Call park
7
Call screening
7
Message alerts
8