Freshdesk Contact Center Review 2025
Freshdesk Contact Center VoIP Plans & Pricing
Freshdesk Contact Center Comparison
Expert Review
Pros
Cons
Freshdesk Contact Center VoIP's Offerings
Freshdesk Contact Center (formerly Freshcaller) offers four different pricing tiers, each suiting a different business setup best. Whichever plan you choose, opting for annual billing rather than monthly will save you a good chunk of money in the long run as their prices differ between the two plans.>
Customer Support
Freshdesk Contact Center offers help and support in various ways. This includes a dedicated online support center with an extensive knowledge base that is immediately available for anyone to use. With various categories to choose from, including a general Freshdesk Contact Center FAQs section, you can usually find the answer to many frequently dealt with problems.
Additional customer support:
Features & Functionality
General Features
Freshdesk Contact Center enhances customer communication by providing tools for efficient and seamless interaction management.
Devices
With its cloud-based architecture, Freshdesk Contact Center (formerly Freshcaller) brings together the best of legacy features like IVR and advanced capabilities like Smart Escalations, Voicebots, and Customizable Performance Reporting to help you set up state-of-the-art call center operations. Freshdesk Contact Center also offers phone numbers in 90+ countries.
Here are some other notable features:
Holiday Routing
While we all love to spend time away from the office during the holidays, you don’t want to miss out on those big deals you’ve been working so hard to close because of them. Freshdesk Contact Center’s holiday routing helps to make sure this doesn’t happen by forwarding calls to a number you can reach over the holiday period. You can even create specialized call flows to handle holiday-specific inquiries.
Warm Transfer
There’s nothing worse than being transferred to multiple agents when you’re making a call to a business. With the warm transfer features, you’re able to offset these issues by providing substantial data with each transfer. Your callers will no longer need to constantly repeat themselves during their calls.
Queue Callback
Long wait times while on the phone can be torture. With the queue callback feature, callers are able to request a callback when an agent is free, instead of staying on the line. With this, you’ll be able to reduce your hang-up rates.
Call Monitoring
Combining their real-time dashboard with the ability to listen in on calls allows management to keep an eye on how their agents are faring. You can be sure response times are meeting targets and track each call in great detail.
Shared Phone Lines
Helping to keep your team working as one cohesive unit, the shared phone lines with Freshdesk Contact Center are a dream. They help to reduce answer times by allowing any available agent to answer, and also make it easier for callers to know which number to dial.
Ease Of Use:
One of the primary benefits of Freshdesk Contact Center (formerly Freshcaller) is the fact that it is easy to set up, easy to use, and requires no additional hardware or software. At the bare minimum, all you need is a computer with a web browser and a headset with a microphone. This fact is also exemplified in the company’s tagline for the product: “Hassle-free cloud telephony that you can use right away”. Everything including the multi-level IVR, queues, business hours, and agent options can be configured online. Management and monitoring are also configured online.
If they choose to, agents have the option of using the free Android or iOS app on their phones, in addition to the web-based usage. Each agent keeps the same configuration and rules that have been set up for then on the web.
As mentioned before, Freshdesk Contact Center is not really a general-purpose IP PBX service, but a very specialized call center. If you don’t need all the call center features, then it may not be the best fit for you. But as a call center, it has a very powerful and comprehensive set of features and easily frees up your agents to work from anywhere.
Verdict:
Freshdesk Contact Center is a refreshingly innovative call center application with a multitude of flexible features. Although not aimed toward general enterprise telephony requirements, its specialization in advanced call center features, as well as its flexible incorporation of remote agents makes it a very versatile option for any business or enterprise of any size.
User Review
Write a Review- Being able to see the KPIs of my team, This feature helps improve our customer service actions. Freshcaller's support team was the best part of this VoIP.
- Customer sercive goes above and beyond. Tickets also include an embedded call recording.
- SMS is not yet available
