Freshcaller is an upstart multi-level IVR and call center platform ideal for businesses that want to scale their cloud support system without the costly infrastructure. It is a browser-based system, allowing you to place and receive calls, set voice messages and queue calls from the simplicity of a PC setup. You also have a wide range of local, toll-free, vanity and international numbers at your fingertips in more than 40 countries.

The vendor is no rookie in developing customer service apps though; the app being part of the Freshworks suite (formerly Freshdesk), renowned for intuitive, scalable and price-friendly cloud business apps. This means you can also level up Freshcaller to more advanced features as your needs grow, too, to keep pace with customer demands.

One of its key features is allowing you to forward calls to your mobile phone. This means you and your team can keep tab of customer calls wherever and whenever you have internet connection. Likewise, Freshcaller can id callers, track leads or save conversations. It can also route calls to an assigned agent.

Aside from being a call center system, Freshcaller doubles as a collaboration platform for your team. It features, among others, smart alerts and in-line editing for contextual replies so agents can be more responsive to customers’ issues. Your team can also use this software to plan out web meetings or brainstorming; while managers or team leaders can use it to monitor agent performance and generate reports.

Freshcaller provides an easy way to build a call center setup that is mobile, scalable and simple for small business and enterprise alike. Here are its main benefits:

Easy to set up

As a cloud solution, Freshcaller is set up by simply signing up for an account and accessing the platform. It’s accessible to multiple devices for both desktop and mobile. Onboarding new users is fast and your team can get up to speed in navigating its clean interface and answer customer queries in a few minutes from setup.

Global reach

It’s a quick way to build a global call center hub for your customers worldwide. You are given a range of toll-free, international numbers in over 40 countries. Transitioning calls is also simple: you can mask calls so customers can still use your old number that they know.

Advanced features

Notwithstanding the simplicity of setup, the platform packs in advanced features you’ll find in complex call center operations. These include voice mail, multi-level IVR, custom greetings, call masking, auto-receptionists, provisioning and wait queues. The system can also record and log calls, track leads and track your customer service KPIs.

Real time data

Real-time dashboards give you visibility on conversations, queues and, generally, agents’ performance. The software also has analytics to help you sort leads and monitor agents’ activities. It lets you generate, too, reports fast and different formats. For example, you can view KPIs for call logs, recordings, bottlenecks and opportunities.

Collaboration platform

It keeps agents on the same page, for instance, collaborating on a difficult call to provide a resolution quickly and accurately. It also generates customer interaction history to help agents put into context their conversations and help address customer issues with accuracy.

Freshcaller’s SMB and enterprise pricing information is available only upon request. Contact the company for more details, and ask for your quote.