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Freshcaller Verified Reviews & Ratings

Founded in 2010 as a new Helpdesk Ticketing provider, Freshworks has since grown their platform to include almost every...
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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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