"Freshdesk Contact Center is a very versatile option for small businesses up to large enterprises."
0 Price
0 Ease Of Use
0 Features
0 Help And Support
Pros
  • Very easy to set up
  • Cost is quite competitive
  • A wide range of useful call center features
  • No additional software or hardware necessary for use
Cons
  • Not really a general-purpose business VoIP solution
  • Can't integrate with any existing enterprise PBXs
  • Incoming calls cost extra after free minutes are exhausted
Company Background

Freshdesk Contact Center (formerly Freshcaller), is a cloud-based phone system that provides call center capabilities for businesses of all sizes, with a multitude of flexible features.  Its specialization in advanced call center features, as well as its flexible incorporation of remote agents makes it a very versatile option for small businesses up to large enterprises.

Plans & Pricing

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.>

Free
$0/mo
Unlimited agents + pay/min
21-day FREE trial
Growth
$15/mo
per agent + pay/min
21-day FREE trial
Pro
$39/mo
per agent + pay/min
21-day FREE trial
Enterprise
$69/mo
per agent + pay/min
21-day FREE trial

Free

It’s good to use the free version if you want to dip your toe into the water, but with its somewhat limited features, we recommend that you claim your 21-day free trial on the price plan you’d like to really evaluate.

Growth

Growth, is ideal for teams that are dispersed throughout different locations and allows you to synchronize your calling efforts through their application. You receive up to 2000 free incoming minutes per month.

Pro

The Pro plan is perfect for rapidly expanding teams that don’t want to incur excessive costs while still gaining access to the majority of features. As part of this plan, you will receive 3000 incoming minutes for FREE per month.

Enterprise

The Enterprise plan is customized to meet the specific needs of businesses and includes features such as voice-enabled IVR, omnichannel routing, and Smart Answer Voicebot.

Features & Functionality
General Features
Features
  • Salesforce integration
  • Google integration
  • Office365 integration
  • Zendesk integration
  • Online Backup and Storage
  • Virtual phone numbers
  • International Telephone
  • Android APP Support
  • IOS App Support
  • Operator Services
  • Internet fax
  • Worldwide Service
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.

Features
  • Use via computer
  • Use via cellphones
  • Use via phones
Calling
Features
  • Call holding
  • Call forwarding
  • Call Logs
  • Call Transfer
  • Call waiting
  • 3-Way-Calling
  • Call Blocking
  • Call 911
  • Call Queuing (ACD)
  • Caller ID
Advanced Calling
Features
  • SMS Messaging
  • Music on hold
  • Voicemail to email transcriptions
  • Follow me
  • Call Conferencing
  • Dial-by-name directory
  • Do Not Disturb (DND)
  • Push to Talk
  • Multiple Devices on One Extension
  • Mobile app calling
  • Virtual Receptionist
  • Multi-Line Hunt Groups
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.

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:

  • Case studies
  • User guides
  • Checklists
  • E-books
  • Blog
  • 24/7 Help & Support
    24/7 Help & Support
    24/7 email support available for all plans
    Phone Support
    Phone Support
    Support available 24/5 for all plans
    Live Online Chat
    Live Online Chat
    Support available 24/5 for all plans
    Email
    Email
    24/7 support and available for all plans
    Video Tutorials
    Video Tutorials
    Video tours available on the website
    FAQ
    FAQ
    FAQ section available on Freshdesk Contact Center's website
    Final Word

    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.

    Daniel Ndukwu
    Author: Daniel Ndukwu
    Daniel is a small business owner at large helping his peers navigate the challenges they experience on a day to day basis. His philosophy is simple, if it isn’t broken you can still make it better.