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Freshdesk Contact Center (Formerly Freshcaller) is a cloud-based solution to help businesses elevate their customer experience in an effortless...
San Francisco, CA
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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
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Tania G.'s review for Freshdesk

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
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Mustufa B.'s review for Freshdesk

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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Barney B.'s review for Freshdesk

The migration and previous lessons learned were never part of the communication cycle. Known issues were slow played to the implementation team, the lack of response was frustrating until you realize that the FD team is a sorry group of professionals. Then you just expect bad and get it.

Pros: Price.
Cons: the Freshdesk team.
Would Recommend: No
Provider Overview

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, and 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. Reduce your resolution times with advanced and automated routing capabilities and direct your customers to the right experts swiftly. 

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.


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


Free - $0

Ideal for Freelancers & Start-ups

  • Unlimited Agents, Pay Per Minute
  •  Buy Local Numbers 
  •  Buy Toll-free Numbers 
  •  Inbound Caller ID
  •  Desktop Notifications
  •  Call Notes
  •  Custom Greetings
  •  Call Metrics


Growth - $15/agent/mo

Ideal for co-located teams

  • Up to 2000 incoming minutes per month
  • Everything in Free, and
  • Number Porting 
  •  Basic Call Queues
  •  Wait Queues 
  •  Voicemail 
  •  Warm Transfer
  •  Call Recording 
  •  Pre-built Reports


Pro - $39 agent/mo

Ideal for globally distributed teams

  • Up to 3,000 incoming minutes per month
  • Everything in Growth, and
  •  IVR (Phone Trees) 
  •  Call Monitoring
  •  Advanced Call Queues 
  •  Custom Reports
  •  Call Conferencing
  •  Bring Your Own Carrier
  •  SIP Connections
  •  Holiday Routing
  •  Advanced Call Metrics
  •  Call Barging
  •  Call Center Agent Statuses
  •  Call Recording Opt-out
  •  Agent Availability Report
  •  Queue Callback (Virtual Hold)
  • Call Lifecycle
  • Call Monitoring
  • Pause Call Recording
  • Routing Automation


Enterprise - $69 agent/mo + pay per min

Made for Enterprises

  • Up to 5000 incoming minutes per month
  • Everything in Pro and
  • Omnichannel Routing 
  • Abandoned Call Metrics
  • Service Level Monitoring
  • Speech Enabled IVR
  • Voicebot
  • Includes 5,000 bot sessions per month


Editor's Bottom Line

Since their foundation in 2010, Freshdesk Contact Center (Formerly Freshcaller), has been steadily growing its platform in order to provide organizations with a complete suite to revolutionize and maximize their overall customer engagement. Freshdesk Contact Center (formerly 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. Freshdesk Contact Center 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, Freshdesk Contact Center 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, Freshdesk Contact Center 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 Freshdesk Contact Center. With service in over around the globe, Freshdesk Contact Center can even provide international phone numbers enabling organizations to expand their business footprint to over 50 different countries.

Beyond simple phone number availability, Freshdesk Contact Center 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. Freshdesk Contact Center 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, Freshdesk Contact Center 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.

  • Google+ Integration
    Google+ Integration
  • Admin Controls
    Admin Controls
  • Ticket Generator
    Ticket Generator

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