Item: Freshdesk Contact Center
Rating: 8
Author: Verified User

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

Return on Investment

Ease of use
Simple interface
Hand-holding on holiday schedule

Alternatives Considered

Zendesk Talk

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

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.

Key Insights

Do you think Freshdesk Contact Center delivers good value for the price?

Yes

Are you happy with Freshdesk Contact Center's feature set?

Yes

Did Freshdesk Contact Center live up to sales and marketing promises?

Yes

Did implementation of Freshdesk Contact Center go as expected?

Yes

Would you buy Freshdesk Contact Center again?

Yes

Other Software Used

Snagit, Adobe Acrobat DC, Bluebeam Revu

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.

The Freshest of Callers!

Overall Satisfaction with Freshcaller