Freshdesk Contact Center

Modern Phone System for customer support & sales

About Freshdesk Contact Center

Freshdesk Contact Center(formerly Freshcaller) is a cloud-based solution to help businesses elevate their customer experience in an effortless and affordable manner. Deploy a flexible and smart contact center in a few intuitive steps, with zero phone hardware. No matter where your agents connect from they have the right context for personalized customer conversations. Powerful features such as multi-level IVRs, business hours, and holiday settings help your agents manage call volumes without compromising your customer experience. You can reduce your resolution times with advanced and automated routing capabilities and swiftly direct your customers to the right experts.

With Freshdesk Contact Center you have a future-ready system with advanced voice bots, speech-enabled IVR, and native voice intelligence features such as post-call transcription. Whether you want to look into your day-to-day operations or need insights to make scaling-up decisions, we have extensive reporting and analytics to ensure you are always in the know. Freshdesk Contact Center integrates with leading CRM and Helpdesk tools, to enable your sales and support teams to work productively.

Pricing starting from:

US$15.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Freshdesk Contact Center

Key benefits of Freshdesk Contact Center

Freshdesk Contact Center (Formerly Freshcaller) helps manage call queues by allowing organizations to automate actions for every number and automatically routing calls to specific queues, agent groups, and more.

Users can set up custom business hours for each department or team, and operate call centers based on the specific times and days that suit their business.

Create custom voicemail messages and greetings by uploading a file, recording a personalized message or using Freshcaller's text-to-speech converter to prompt callers to record a voice-mail.

Call masking features allow businesses to establish their local presence by providing customers with a local number for a specific location, masking their helpline number.

Businesses can buy local business numbers for over 90 countries, as well as offer toll-free numbers for Australia, Canada, Europe, UK and USA.

Devices

Business size

S M L

Markets

Austria, Australia, Belgium, Canada, Switzerland, Germany, Denmark, Spain, France, United Kingdom, Hong Kong SAR China, Ireland, Italy, Netherlands, Norway, New Zealand, Singapore, United States

Supported Languages

Chinese, Dutch, English, French, German, Japanese, Korean, Polish, Russian, Spanish, Swedish, Thai, Turkish

Pricing starting from:

US$15.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Freshdesk Contact Center

Images

Freshdesk Contact Center Software - Acquire and utilize local phone numbers using Freshcaller to connect with customers around the globe
Freshdesk Contact Center Software - Monitor calls in real-time and join in on calls even when working remotely
Freshdesk Contact Center Software - Call conferencing lets users add other agents to an ongoing call and have a multi-way conversation
Freshdesk Contact Center Software - The interactive voice response system (IVR) lets users route customer calls to teams or agents with a customizable call flow mechanism
Freshdesk Contact Center Software - Create custom voicemail messages and greetings
Freshdesk Contact Center Software - Offer toll-free numbers in US, UK, and Canada to solicit new leads
Freshdesk Contact Center Software - Create custom business hours for every department
View 8 more
Freshdesk Contact Center video
Freshdesk Contact Center Software - Acquire and utilize local phone numbers using Freshcaller to connect with customers around the globe Freshdesk Contact Center Software - Monitor calls in real-time and join in on calls even when working remotely Freshdesk Contact Center Software - Call conferencing lets users add other agents to an ongoing call and have a multi-way conversation Freshdesk Contact Center Software - The interactive voice response system (IVR) lets users route customer calls to teams or agents with a customizable call flow mechanism Freshdesk Contact Center Software - Create custom voicemail messages and greetings Freshdesk Contact Center Software - Offer toll-free numbers in US, UK, and Canada to solicit new leads Freshdesk Contact Center Software - Create custom business hours for every department

Features

Total features of Freshdesk Contact Center: 64

  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Audio / Video Conferencing
  • Automatic Call Distribution
  • Blended Call Center
  • CRM Software
  • Call Center Management
  • Call Conferencing
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Queues
  • Call Recording Software
  • Call Reporting
  • Call Routing
  • Call Screening
  • Call Scripting
  • Call Tracking Software
  • Call Transfer
  • Caller ID
  • Caller Profiles
  • Collaboration Tools
  • Computer Telephony Integration
  • Conferencing
  • Contact Management Software
  • Dashboard Software
  • Employee Activity Monitoring
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Knowledge Base Management
  • Manual Dialer
  • Mobile Access
  • Multiple Parties
  • Multiple Scripts
  • On-Demand Recording
  • Outbound Call Center
  • Phone Key Input
  • Predictive Dialer Software
  • Queue Management
  • Real Time Data
  • Remote Access/Control
  • Remote Support Software
  • Reporting & Statistics
  • Reporting/Analytics
  • SIP Trunking
  • Scheduled Recording
  • Softphone Software
  • Text to Speech
  • Third Party Integrations
  • Time Zone Tracking
  • Two-Way Audio & Video
  • Unified Communications Software
  • Video Conferencing Software
  • Virtual Call Center
  • VoIP Connection
  • VoIP Software
  • Voice Customization
  • Voice Mail
  • Voicemail Transcription

Alternatives

Zendesk

4.4
#1 Alternative to Freshdesk Contact Center
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Salesforce Sales Cloud

4.4
#2 Alternative to Freshdesk Contact Center
Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. Sales Cloud...

Freshdesk

4.5
#3 Alternative to Freshdesk Contact Center
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

RingCentral MVP

4.2
#4 Alternative to Freshdesk Contact Center
Designed to give you a flexible, mobile, and powerful cloud phone system. Experience HD-quality web, audio, and video,...

Reviews

Overall rating

3.8 /5
(27)
Value for Money
3.7/5
Features
3.6/5
Ease of Use
3.7/5
Customer Support Software
3.6/5

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Showing 5 reviews of 27
Mian M. Mian M.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Customer Service Made Easy

Reviewed on 2019-10-10

After looking at many companies offering online telephone support system, we decided to go with...

After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent. I would suggest all those using Freshworks products to purchase Freshcaller and make their lives easier

Pros

1. We had first integrated the old telephone model but with the release of Freshcaller, they offered us to transfer to this platform without any extra charges and reducing our features
2. Get entire call history with cost and recordings
3. Cost effective compared to larger companies
4. Seamless integration with all products

Cons

Sometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue

Dave W. Dave W.
Overall rating
  • Industry: Financial Services Software
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Freshcaller for SMBs

Reviewed on 2020-07-30

I've developed a great relationship with the entire Freshworks team, however I feel extra close...

I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way. I look forward to growing our business with them.

Pros

Freshcaller offers a very easy setup and implementation. We transitioned from Five9 with little to no effort. Aside from the easy to use software, Freshcaller's support is top-notch.

Cons

Freshcaller is missing some key features, functionality, & reporting that more enterprise level solutions may offer. While they are consistently releasing new updates, I do find that there are a few items that I'm longing for.

Alternatives Considered

Five9

Reasons for Choosing Freshdesk Contact Center

Cost and ability to integrate with Freshdesk.

Switched From

Five9

Reasons for Switching to Freshdesk Contact Center

Seamless intergration with Freshdesk.
Jackson C. Jackson C.
Overall rating
  • Industry: Automotive
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 0.0 /10

They don't care if you are unable to use the service or do business.

Reviewed on 2019-10-29

Pros

You might go a few months without experiencing some sort of technical issue or complete service outage.

Cons

When you do have a technical issue or complete service outage it takes DAYS to get a response or any real action toward fixing your problem. Our service is currently down and no matter how many emails you send (there is no support phone line to call) no one will get back to you to let you know it is a known issue and being worked on. We haven't been able to call out to our customer base for nearly 24 hours now and still no response. We are currently currently shopping for another customer management system because this is not the first time that we have had catastrophic failure preventing us from doing business and left completely ignored with absolutely no support.

Sara C. Sara C.
Overall rating
  • Industry: Environmental Services
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Freshcaller the easiest and quick way to support your customers

Reviewed on 2021-08-03

So far amazing, it works pretty well overall

So far amazing, it works pretty well overall

Pros

Is really easy to use, friendly with new users. Gives you metrics and records to measure performance and quality of every call.

Cons

Sometimes it takes a while to update and some calls get dropped.

Ewan F. Ewan F.
Overall rating
  • Industry: Hospitality
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Easy to setup , good reporting

Reviewed on 2019-12-03

We needed a call solution for international numbers and found the call flows easy to setup and...

We needed a call solution for international numbers and found the call flows easy to setup and route to the correct landlines/mobiles/Freshdesk agents. It is great to be able to record calls and store voicemails in our ticketing system in out of office hours. As international numbers became harder to retain without having business addresses in these countries, we have had to reduce our coverage of unique numbers per region. At present we find the platform easy to use and intuitive but would hope for a stronger integration with Freshdesk going forward.

Pros

Looking at reports is simple and the insights to calls received/costs/agent performance can be fairly extensive. Understanding the rules/call flows setup can also be reviewed fairly easily.

Cons

The integration with Freshdesk is not as close as we originally expected when subscribing. It does undergo improvements every so often but our ideal solution would be more seamless than it is at present.

Showing 5 reviews of 27 Read all reviews

Freshdesk Contact Center FAQs

Below are some frequently asked questions for Freshdesk Contact Center.

Freshdesk Contact Center offers the following pricing plans:

  • Starting from: US$15.00/month
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

FREE - Buy Local Numbers - Buy Toll-free Numbers - Inbound Caller ID - Desktop Notifications - Call Notes - Custom Greetings - Call Metrics Growth - $15 per user/month, billed annually -Up to 2000 incoming minutes/month FREE -Number Porting -Basic Call Queues -Wait Queues -Voicemail -Warm Transfer -Call Recording -Pre-built Reports Growth - $39 per user/month, billed annually - Up to 3000 incoming minutes/month FREE - Holiday Routing - Advanced Call Metrics - Call Barging - Call Center Agent Statuses - Call Recording Opt-out - Agent Availability Report - Queue Callback (Virtual Hold) Enterprise - $69 per user/month, billed annually - Up to 5000 incoming minutes/month FREE - Omnichannel Routing - Speech Enabled IVR - Voicebot - Abandoned Call Metrics - Service Level Monitoring

Freshdesk Contact Center has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Freshdesk Contact Center supports the following languages:

Chinese, Dutch, English, French, German, Japanese, Korean, Polish, Russian, Spanish, Swedish, Thai, Turkish

Freshdesk Contact Center supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Freshdesk Contact Center integrates with the following applications:

Agile CRM, BigCommerce, Freshdesk, Freshsales, Freshservice, HubSpot CRM, Nimble, Pipedrive, ResponseTap, Voicebase Online, WooCommerce, Zapier, Zendesk Sell, Zoho CRM, noCRM.io

Freshdesk Contact Center offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

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