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
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 and 13 others
Supported Languages
Chinese, Dutch, English, French, German, Japanese, Korean, Polish, Russian, Spanish, Swedish, Thai, Turkish and 8 others
Pricing starting from:
US$15.00/month
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to Freshdesk Contact Center
Images
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
Salesforce Sales Cloud
Freshdesk
RingCentral MVP
Reviews
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- 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
- 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
Five9Reasons for Choosing Freshdesk Contact Center
Cost and ability to integrate with Freshdesk.Switched From
Five9Reasons for Switching to Freshdesk Contact Center
Seamless intergration with Freshdesk.- 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.
- 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.
- 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.
Freshdesk Contact Center FAQs
Below are some frequently asked questions for Freshdesk Contact Center.Q. What type of pricing plans does Freshdesk Contact Center offer?
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
Q. Who are the typical users of Freshdesk Contact Center?
Freshdesk Contact Center has the following typical customers:
Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+
Q. What languages does Freshdesk Contact Center support?
Freshdesk Contact Center supports the following languages:
Chinese, Dutch, English, French, German, Japanese, Korean, Polish, Russian, Spanish, Swedish, Thai, Turkish
Q. Does Freshdesk Contact Center support mobile devices?
Freshdesk Contact Center supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Freshdesk Contact Center integrate with?
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
Q. What level of support does Freshdesk Contact Center offer?
Freshdesk Contact Center offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
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