Item: Freshdesk Contact Center
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Being in sales or customer success, I need to make phone calls daily. Freshcaller is embedded in my CRM - Freshsales which makes it very convenient to make calls, from multiple numbers. It also records the calls if I want to revisit my conversations. It has changed the game for me.

Pros and Cons

Connectivity.
Call recording.
Ability to use multiple phone numbers.

Sometimes the network drops which disrupts calls.
Nothing else.

Most Important Features

Multiple numbers per user.
Recording
CRM integration.

Return on Investment

Call logs helps analyse the interactions which each lead - helps space out if need be.
Follow ups are simplified due to viewing of past activity.
Easy integration helps in saving costs of phone calls.

Alternatives Considered

Zoom

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?

I wasn't involved with the implementation phase

Would you buy Freshdesk Contact Center again?

Yes

Other Software Used

Calendly, Okta Workflows (Azuqua), Slack

Likelihood to Recommend

It is very well suited for making cold customer calls and especially when it's connected to a CRM. Here you can see the lead contact information and notes while making the call which makes the conversation very easy. It is also very useful to revise conversations, one can always listen to their conversation if they've missed out on some important detail.

My customer calls buddy!

Overall Satisfaction with Freshdesk Contact Center (Formerly Freshcaller)