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4.9
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Freshcaller

Freshcaller Verified Reviews & Ratings

Founded in 2010 as a new Helpdesk Ticketing provider, Freshworks has since grown their platform to include almost every...
2010
Year Founded
100%
Recommend It
3
User Reviews
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If you are looking for a cloud call…

If you are looking for a cloud call centre software with advance and easy to utilise features Freshcaller is a good way to go with standout user friendly interface and easy to set up configurations. It’s customer service is always intuitive in terms of providing support so your operations will not be affected.

If you are looking for a cloud call centre software with advance and easy to utilise features Freshcaller is a good way to go with standout user friendly interface and easy to set up configurations. It’s customer service is always intuitive in terms of providing support so your operations will not be affected.

Pros: Seamless, IVR, Call Queue, Intelligent routing.
Cons: Internet connection reliant.
Would Recommend: Yes
Tania G.'s review forFreshcaller

Freshcaller is great…

Freshcaller is great! The live dashboard is perfect for monitoring calls in conversation and in queue. They keep it simple, not too many tabs and unnecessary details. Only tools you need and that makes it very easy to use. The analytics tab is great, the default reports are always ready, no need for lots of changes but they can always be customized if desired.

Freshcaller is great! The live dashboard is perfect for monitoring calls in conversation and in queue. They keep it simple, not too many tabs and unnecessary details. Only tools you need and that makes it very easy to use.

The analytics tab is great, the default reports are always ready, no need for lots of changes but they can always be customized if desired.

Pros: Pros.
Cons: None.
Would Recommend: Yes
Mustufa B.'s review forFreshcaller

Dashboard and Ticket Management….

Dashboard and Ticket Management. Dashboard shows all LOBs and it’s easy to keep tracks of them. Tickets have many features like merge, scenario management and notes. All different tickets are merged together and it’s easy to manage all tickets in one single email. Its online portal is also great. Customers can view their ticket and reply, close or add someone else to the ticket. Assigning LOBs is also great.

Dashboard and Ticket Management. Dashboard shows all LOBs and it’s easy to keep tracks of them. Tickets have many features like merge, scenario management and notes. All different tickets are merged together and it’s easy to manage all tickets in one single email. Its online portal is also great. Customers can view their ticket and reply, close or add someone else to the ticket. Assigning LOBs is also great.

Pros: Amazing features.
Cons: only one, can't call directly to extensiotion number.
Would Recommend: Yes
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Provider Overview

Founded in 2010 as a new Helpdesk Ticketing provider, Freshworks has since grown their platform to include almost every aspect of the customer journey. With multiple products and solutions under their belt, parent company Freshworks offers a complete SaaS customer engagement platform that enable organizations to provide the best support and services possible.

Freshcaller is the provider’s Cloud Call Center software designed for both startups and small teams. As a complete call center platform, build in and on the cloud, Freshcaller provides organizations with service and phone numbers in over 40 countries. Freshcaller can provide both inbound and outbound calling, along with the advanced features one would expect from an enterprise grade solution. The provider’s platform is currently utilized by over 150,000 businesses around the world.

Included Features

  • Local Phone Numbers
  • Toll Free Phone Numbers
  • Port-In Numbers
  • Call Masking
  • International Phone Numbers
  • Vanity Phone Numbers
  • Global Phone Usage
  • Voicemail
  • Set Business Hours
  • Multi-Level IVR
  • Shared Lines
  • Call Center Mobile App
  • Route To Groups
  • Custom Greetings
  • Auto-Receptionist
  • Wait Queues
  • Information Extensions
  • Call Failover
  • Call Blocking
  • Real-Time Phone Provisioning
  • Real-Time Dashboard
  • Call Monitoring
  • Call Barging
  • Reporting
  • Automatic Call Recording
  • Call Metrics
  • Call Queue Visibility
  • Agent Presence Status
  • Centralized Management
  • Call From Any Number
  • Inbound Caller ID
  • Customer Interaction History
  • Call Conferencing
  • After Call Work
  • Warm Transfer
  • Contextual Response and Inplace Editing
  • Call Forwarding
  • Call Transfer to Teams
  • Answer in Browser
  • Call Notes
  • Desktop Notifications
  • In-Call Actions

Pricing and Plans

Sprout – $0

Ideal for Freelancers & Start-ups

  • Unlimited Agents, Pay Per Minute
  • Basic Call Queues
  • Buy Local/Toll-Free Numbers
  • Custom Greetings
  • Contextual Conversations
  • Forward to Phone
  • Number Porting

Blossom – $19/agent/mo + pay per minute

Ideal for co-located teams

  • Everything in Sprout, and
  • Advanced Call Queues
  • Business Hours
  • Call Masking
  • Call Recording
  • IVR (Phone trees)
  • Voicemail

Garden – $40 agent/mo + pay per min

Ideal for globally distributed teams

  • Everything in Blossom, and
  • Advanced Call Metrics
  • After Call Work
  • Call Barging
  • Call Monitoring
  • Conference Calling
  • Non-Business Hours Routing
  • Smart Escalations
  • European Data Center

Editor’s Bottom Line

Since their foundation in 2010, Freshworks has been steadily growing their platform in order to provide organizations with a complete suite to revolutionize and maximize their overall customer engagement. Freshcaller is the provider’s venture into providing a complete Cloud Call Center platform, enabling even the smallest and newest start-ups to operate on the same level as giant Enterprise organizations. With a Cloud PBX powered Call Center, businesses do not need any hardware to get started, can setup their entire call process within minutes through a simple web browser administration portal, all while remaining affordable. Freshcaller has managed to hit all three of these points right, and offer a robust platform with some pretty impressive features.

As is with most Freshworks solutions, Freshcaller starts off with a Free plan, and  grows up to a full Garden solution, offering complete and total control and functionality. While designed with start-ups and small organizations in mind, Freshcaller can be scaled up to work with even large sized teams, and can handle both inbound and outbound calling capabilities. Businesses can utilize either local or toll-free phone numbers, and of course have the ability to port in their existing numbers as well. More advanced phone number functionalities, like call masking and vanity phone numbers, are also available through Freshcaller. With service in over around the globe, Freshcaller can even provide international phone numbers enabling organizations to expand their business footprint to over 50 different countries.

Beyond simple phone number availability, Freshcaller even rivals some of the big names when it comes to advanced functionality, like including customizable Business Hours, Shared Lines and even a Multi-Level IVR, enabling organizations to easily route calls to either agents or departments. This Multi-Level IVR can even include self-service options, enabling callers to find the information they need without ever having to be routed to a live agent — saving both the caller and your organization as much time as possible. Shared Lines enabled departments or multiple users to utilize the same phone number,  as well as the ability to answer a phone call from any phone, regardless of location.

A Call Center Mobile App extends this mobility even further, enabling agents to make or receive calls even when they are on the go, and still have access to the same great features that make Freshcaller and other Cloud PBX solutions so powerful. However, it is important to note that this Mobile App is currently only available on Android, with an iOS version currently in the works. Users can also expect the standard features like routing to groups, an auto-receptionist, wait queues and information extensions. Freshcaller also provides organizations with a real-time dashboard for constant monitoring, and even administrative barge-in to assist in complicated matters. Automatic call recording also enables organizations to adhere to strict data storage, monitoring and training protocols.

Overall, Freshcaller offers a truly complete Cloud Call Center solution, enabling teams of any size — even the smallest Start-Ups — to gain access to a complete, feature packed, and robust call center solution at a fraction of the cost.

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