Freshdesk Contact Center (formerly Freshcaller) is call center software built for small startups and medium-sized businesses looking for a fuss-free, low-maintenance phone system to facilitate their customer support requirements. Offering a multi-level IVR solution, this cloud-hosted PBX platform accommodates global calls, supports contextual conversations, provides real-time call center insights, and more. What makes this stand out from its competitors is that it does not require users to invest in any hardware. All you need is internet access and a computer, and you’re good to go.
How will Freshdesk Contact Center support your business? Upon need, this system allows you to purchase local, international, toll-free, and vanity numbers in over 40 countries worldwide. You will need nothing but your browser to make and receive calls, set interactive voice responses, and queue up callers. Field agents and busy executives can even forward these calls to their mobile numbers, and attend to customer inquiries out of the office. Freshdesk Contact Center will in the meanwhile identify callers and leads, track and save interaction history, and record and route the calls to the right agents.
Despite of its core functionality rotating around call center delivery, Freshdesk Contact Center is also a smart collaboration system that uses smart notifications and in-place editing for agents to come up with more contextual responses. When necessary, agents can organize web conferences and meetings to discuss progress and share ideas, while the manager will track their activities and ideally report on their progress from the same platform. Being cloud hosted, Freshdesk Contact Center won’t restrict access to information, but rather enable such from all devices and operating systems.
Show MoreAs developers like to put it, what Freshdesk Contact Center does is to recreate the whole concept of how cloud call centers work, and thus incorporates all essential components of truly professional service delivery. Despite of being relatively new in the arena, Freshdesk Contact Center was already related to a number of indispensable benefits untypical for its competitors:
Quick and easy setup
Call center software often turns out to be a ‘hassle you didn’t expect’, especially once you realize you have plenty of data input and installations to worry about. Freshdesk Contact Center eliminates this problem, as you can pull instantly all of your phone information, and automate actions for every number to route IVR calls to specific queues, agents, or groups.
Compact call center solution
With Freshdesk Contact Center, you can establish a truly global business, as you manage all customers from a single hub, and do so in a personalized, local-alike manner. You can buy local, international, toll-free, and vanity numbers in over 40 countries worldwide, and migrate existing phones to Freshdesk Contact Center without informing customers about it. Call masking will be in place to ensure that what they see is always the alternate number you’ve chosen. What is more, Freshdesk Contact Center smoothens the call handling process with advanced features such as voice mail, multi-level IVR, custom greetings, auto-receptionists, wait queues, provisioning, and much more. You can also rely on it to monitor and record calls, store call logs and track valuable indicators, as well as to manage the presence and performance of your agents.
Real-time dashboards
With Freshdesk Contact Center, you can rely on clutter-free visibility into your queues. Meaning you can pinpoint available agents as well as monitor ongoing calls, and more. On top of that, the system also offers a smart analytic suit that helps categorize leads and track agent performance, and then pull off beautiful reports in all desired formats. In fact, you can see call logs and call recordings with detailed lifeline metrics, and identify easily the opportunities and bottlenecks that matter.
Enhanced collaboration
Freshdesk Contact Center’s team understands the importance of keeping agents on the same page, and allowing them to collaborate and help each other. Consequently, the system keeps track of all customer interaction history, and empowers dynamic search for call notes for agents to provide more contextual answers. At the same time, it is one of the very few systems
Show MoreBearing in mind businesses have specific business needs, it is wise they abstain from paying for an all-encompassing, ”best” software solution. At any rate, it is troublesome to try to stumble on such a software product even among popular software solutions. The logical thing to undertake is to set down the different critical aspects which call for a examination including key features, pricing, skill ability of the employees, organizational size, etc. The second step is, you should double down on your product research through and through. Browse over these Freshdesk Contact Center reviews and check out each of the software solutions in your shortlist in detail. Such well-rounded research ensures you stay away from mismatched software solutions and subscribe to the system that meets all the aspects your company requires for success.
Position of Freshdesk Contact Center in our main categories:
Freshdesk Contact Center is one of the top 5 Business Phone Systems products
Freshdesk Contact Center is one of the 100 Customer Support Software products
Enterprises have unique wants and requirements and no software application can be ideal in such a scenario. It is pointless to try to find a perfect out-of-the-box software app that meets all your business requirements. The intelligent thing to do would be to adapt the system for your special requirements, employee skill levels, finances, and other aspects. For these reasons, do not rush and pay for well-publicized popular systems. Though these may be widely used, they may not be the ideal fit for your particular needs. Do your research, investigate each short-listed platform in detail, read a few Freshdesk Contact Center Call Center Software reviews, speak to the maker for clarifications, and finally settle for the app that provides what you need.
Freshdesk Contact Center Pricing Plans:
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Freshdesk Contact Center Pricing Plans:
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Freshdesk Contact Center’s SMB and enterprise pricing information is available only upon request. Contact the company for more details, and ask for your quote.
We are aware that when you make a decision to get a Call Center Software it’s crucial not only to see how experts evaluate it in their reviews, but also to discover if the actual clients and companies that bought these solutions are actually content with the product. Because of that need we’ve devised our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Freshdesk Contact Center reviews across a wide array of social media sites. The information is then featured in an easy to digest way indicating how many people had positive and negative experience with Freshdesk Contact Center. With that information available you will be equipped to make an informed purchasing decision that you won’t regret.
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Freshdesk Contact Center average rating:
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ADD A REVIEWThe most favorable review
PROS: We’ve been using Freshcaller, and we love that it comes with multiple analytics functionalities. We’re working with some call centers, and this solution offered a lot of help. It allows us to plan for future tasks and see our improvement each day. We have managed calls in our call center easier.
CONS: The only thing I don’t like about Freshcaller is the restriction of using the extensions. This may seem not a big issue to us, but it could have been better if there’s no limitation at all.
The least favorable review
PROS: The first thing I like about this platform is its flexibility and adaptability to all tasks we are working on. With this capability, we can finish our tasks easily, and it makes it a perfect solution at each scale of the business. We had a good experience using it.
CONS: The only issue we encountered with this solution is the icons that are so small. If you are new to it, you may find it hard to navigate the interface. Good thing, we are used to it already.
More reviews from 17 actual users:
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Sales CRMs should have this solution
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PROS: Freshcaller is integrated with Freshsales CRM to help streamline our sales process. Both making and receiving calls are made even simpler as well. All call history is automatically logged with the customer/lead records. It even comes with an app that allows our remote sales staff to make and receive calls on the go
CONS: I don’t like that inbound calls do not automatically provide the record related to leads. But once the call is completed, the notes automatically added to the customer/lead records. It doesn’t even come with built-in transcription functionality, so we can streamline best practice sharing and return to a particular timestamp on the call as the review or meeting takes place.
Easy to use and best phone contact system
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PROS: What makes Freshcaller the best phone system for us is its simplicity. It is easy to use and comes with a load of helpful functionalities and clean user interface! We find this solution very useful for both making and receiving calls. We can manage calls and track all call records through history.
CONS: Sometimes, dialing clients doesn’t seem to work. I wish they will do something to fix this problem. Also, I want them to add more features, such as integration with other services and solutions. The dialing issue isn’t a big deal for us, anyway.
Best product so far – five-star rating
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PROS: We’ve been using Freshcaller, and we love that it comes with multiple analytics functionalities. We’re working with some call centers, and this solution offered a lot of help. It allows us to plan for future tasks and see our improvement each day. We have managed calls in our call center easier.
CONS: The only thing I don’t like about Freshcaller is the restriction of using the extensions. This may seem not a big issue to us, but it could have been better if there’s no limitation at all.
Satisfied with this solution
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PROS: I like that Freshcaller comes with reporting and a live dashboard. These two things got my interest.
CONS: I wish that its Call Metrics dashboard is improved a bit with some details added to it. Maybe including a transcript will make it much better.
Positive user experience
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PROS: Our initial experience using this software is positive. I just established a new business, and I want a reliable phone system that helps us connect with customers across the region. Good thing we found Freshcaller on the web. Registering to the platform is fast and easy. It provides impressive services. We don’t have any issue with it so far.
CONS: I subscribed to a plan that provides complete services and solutions to my business. Everything is fine! Don’t have any problem so far.
Keeps us connected with customers and our staff
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PROS: Call masking is one of the best features we found in Freshcaller. It helps us stay connected with our team and customers even on the go. Upon purchasing a plan, we have received our own number that we can use for the business – this is another great thing about the platform.
CONS: I think the cost is a bit expensive for the number of tools offered. I feel like I am paying too much for other services I don’t use. Sometimes, the system slows down a bit, and calls are not that good.
Perfect tool for our business
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PROS: Setting up the platform as well as rules, messages, and phone numbers are easy with Freshcaller. It is user-friendly, and it provides a professional solution to let our clients call us through phones. It keeps us organized by keeping our call logs and allowing us to convert them into tickets and write notes for every call.
CONS: So far, I don’t have any bad experience using this software.
Adaptable business solution
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PROS: The first thing I like about this platform is its flexibility and adaptability to all tasks we are working on. With this capability, we can finish our tasks easily, and it makes it a perfect solution at each scale of the business. We had a good experience using it.
CONS: The only issue we encountered with this solution is the icons that are so small. If you are new to it, you may find it hard to navigate the interface. Good thing, we are used to it already.
It has the solution our business needs
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PROS: I like that Freshcaller comes with a responsive mobile app the works with global phone numbers. It helps me connect with people even if I am on the go. Easily configurable and has an excellent support team. The price is reasonable, and the calls are stable. This is a solution every small business should have.
CONS: There are bugs in the setting up process and sometimes, in the lines. Also, some of the numbers are not working or unavailable in some location if you don’t have an address there. Having templates for music, calls, music, and others would make it even better.
A phone contact tool that does its job extremely well.
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PROS: The tool can help you create contact channel for your clients. It can be in the form of a simple structure or it can converted into a complex and intelligent contact center that can cater to your team, units, and customers. Their UI is stunning. Plus it's user-friendly.
CONS: It needs improvements when it comes to mobile device usage. We badly want it to integrat with chat platforms like Whatsapp. They should consider having an SMS feature of some sort. Other than that, there's nothing much to complain about. They just have to address those things.
The help desk is timely
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PROS: With Freshcaller, we can make calls to any location across the world. The help desk provided timely and effective support whenever we encounter problems along the way. They gave us updates regularly about certain issues we have taken to their attention.
CONS: I don’t have problems encountered using the software so far.
Affordable and dynamic phone system
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PROS: With Freshcaller, we don’t need to utilize traditional phone systems. It is simple to use and adopted easily by my help desk staff. With it, we don’t need to worry about the potential risks brought on by local system failures. It is available at all times using different devices. It comes with complete features that make our tasks easier and more convenient.
CONS: I wish the platform is also integrated with Freshservice like the ones they did in some of their products. Both service desk and help desk could have been better with this integration.
Fast implementation
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PROS: Together with Freshdesk solution, we are using Freshcaller to support my help desk resources. My help desk is enjoying all the helpful tools that this platform offered. We can generate tickets easily based on the calls and receive texts messages through the software. Although the rest of the team is still on progress about learning and using the platform, I appreciated the help that is offered to us.
CONS: We had experienced an issue with the mobile app recently. When the app is called several times, I cannot hear the voice of the person said on the other line. I wish they will fix this issue soon.
It performed beyond expectation
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PROS: It works well and smooth for my help desk. The flexibility for messages and call queues are excellent. They are routed to the right people/department accordingly on time. This means all delays and manual works are eliminated. Just smooth operation.
CONS: It currently doesn’t have the agent’s working hours.
Freshcaller is a reliable phone contact platform
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PROS: This solution has it all. With its help, we can set up a contact center for my team and my clients. It is easy to use and can be configured effortlessly. It comes with a user-friendly IU that makes working with it even more interesting. This solution truly stands out!
CONS: We want it to be integrated with other messaging tools. Perhaps including SMS functionality could improve its mobile capability.
An awesome cloud-based call center.
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PROS: A phone contact tool that's easy to use. You can quickly manage calls with customers or clients. Very helpful when it comes to making client calls as well as contacting support. Its user interface is crisp and clean. Comes with a boatload of features. Managing this tool took little effort.
CONS: Nothing at all to hate with this tool. At times, dialing can be an issue due to its inability to connect. It doesn't happen always, but it can be noticeable when it does happen. I'm hoping they can repair this dilemma soon. I also want them to have more features such as wider integration to third party apps.
An amazing software for contact support and comes with a neat feature too!
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PROS: One thing that I favor with Freshcaller is that it everything that one needs in one desk. The dashboard looks stunning. It's a great software that can be utilized with customers. I love how this product works. The features are jaw-dropping. My company came away impressed using this exellent product.
CONS: Only one dislike to mention. Currently, the availability of this software for other countries is very limited. I hope they gain traction and increase its number of users to other regions so they can appreciate everything that this software has to offer. I'm still amazed at how its features touched my very own soul.
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Sales CRMs should have this solution
Read full review >Overall impression
Customer Support
Value for Money
Ease of Use
Easy to use and best phone contact system
Read full review >Overall impression
Customer Support
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Ease of Use
Best product so far – five-star rating
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Satisfied with this solution
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Customer Support
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Positive user experience
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