Freshdesk Contact Center (Formerly Freshcaller)

About Freshdesk Contact Center (Formerly Freshcaller)

Freshdesk Contact center is a cloud-based call center solution best suitable for customer support and sales teams. It is an easy-to-set-up software that requires an internet connection and a web browser to start supporting your customers. It allows you to purchase local phone numbers and has call masking to mask your existing number with an alternative number. In addition, it has shared lines which allows you to share one number with multiple users. This software has a real-time dashboard that provides information about call queues, ongoing calls, and agent availability. It has an inbound caller id feature, which gives detailed information such as caller details and their previous interactions.

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Pricing

Free Trial Available
Starts at $15.0. Offers Free-forever plan.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

90%
Reviews

89%
Momentum

67%
Popularity

84%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)
Freelancers

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

Freshdesk Contact Center (Formerly Freshcaller) Awards

# 7 Fastest Growing Call Center Software
Q1 2020

# 8 Most Searched Call Center Software
Q1 2020

Freshdesk Contact Center (Formerly Freshcaller) Features

Show Feature Explanation

Show Missing Features

Call Center Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

90%

Outbound Call Center

Allows your agent to make outgoing calls

Inbound Call Center

Allows you to receive an incoming call from customers

Concurrency Support

Allows you to manage multiple calls concurrently

Queue Management (Calls)

Allows you to control call queues and distributes call equally

IVR Support

Interactive voice recognition routes the caller to the right agent

Auto Call Recording

Automatically records all the ongoing calls.

Call Monitoring

Allows you listen to all inbound and outbound calls.

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Progressive Dialer

Auto dials and connects agents to calls answered by live persons

Predictive Dialer

Automatically dials to list of phone numbers

Freshdesk Contact Center (Formerly Freshcaller) Pricing

Free Trial

Available

Pricing Options

Freemium ( Limited Features )

Premium Plans ( Subscription )

MONTHLY YEARLY

Sprout Free

Features

Buy Local Numbers
Buy Toll-free Numbers
Inbound Caller ID
Desktop Notifications
Call Notes
Custom Greetings
Call Metrics
24x7 Email Support
24x5 Chat Support and 24x5 Phone Support

Blossom $15.00 $19.00 per user / month

$15 per agent per month + pay per min billed annually

$19 per agent per month + pay per min billed monthly

Features

Includes features of Sprout Plan, plus
Number Porting
Basic Call Queues
Wait Queues
Voicemail
Warm Transfer
Call Recording
Pre-built Reports
24x7 Email Support
24x5 Chat Support and 24x5 Phone Support

Garden $29.00 $39.00 per user / month

$29 per agent per month + pay per min billed annually

$39 per agent per month + pay per min billed monthly

Features

Includes features of Blossom plan, plus
IVR (Phone Trees)
Call Monitoring
Advanced Call Queues
Custom Reports
Call Conferencing
Bring Your Own Carrier
SIP Connections
24x7 Email Support
24x5 Chat Support and 24x5 Phone Support

Estate $45.00 $59.00 per user / month

$45 per agent per month + pay per min billed annually

$59 per agent per month + pay per min billed monthly

Features

Includes features of Garden plan, plus
Holiday Routing
Advanced Call Metrics
Call Barging
Call Center Agent Statuses
Call Recording Opt-out
Agent Availability Report
Queue Callback (Virtual Hold)
24x7 Email Support
24x5 Chat Support and 24x5 Phone Support

Forest $69.00 $99.00 per user / month

$69 per agent per month + pay per min billed annually

$99 per agent per month + pay per min billed monthly

Features

Includes features of Estate plan, plus
Omnichannel Routing
Abandoned Call Metrics
Service Level Monitoring
Speech Enabled IVR (Phone Trees) (Freddy)
Voicebot (Freddy)
24x7 Email Support
24x5 Chat Support and 24x5 Phone Support

Estate Omnichannel $79.00 $99.00 per user / month

$79 per agent per month + pay per min billed annually

$99 per agent per month + pay per min billed monthly

Features

Everything in Estate of Freshdesk, Freshchat, Freshcaller and more
Phone, Email, Social, Chat channels
Messaging (Add-Ons)
Omnichannel Customer Timeline
Roles and Permissions
Custom Reports
Co-browsing
Multilingual Support
24x7 Email Support
24x5 Chat Support and 24x5 Phone Support

Forest Omnichannel $139.00 $169.00 per user / month

$139 per agent per month + pay per min billed annually

$169 per agent per month + pay per min billed monthly

Features

Everything in Estate of Freshdesk, Freshchat, Freshcaller and more
Agent Scripts (Freddy)
Voicebot (Freddy)
Email Bot (Freddy)
Chatbots (Freddy)
Omniroute ™
Auto-triage (Freddy)
Speech Enabled IVR (Freddy)
Abandoned Call Metrics
IP Whitelisting
Includes 5000 Freddy sessions/month (Freddy)
24x7 Email Support
24x5 Chat Support and 24x5 Phone Support

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 11/04/2018 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Freshdesk Contact Center (Formerly Freshcaller) Pricing

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Freshdesk Contact Center (Formerly Freshcaller) Reviews

User Rating

4.4/5 (Based on 167 Ratings)

Rating Distribution

Excellent
52.7%
Very Good
38.3%
Average
3.6%
Poor
1.8%
Terrible
3.6%

User Sentiments

Ease of Use, Cost-Effectiveness, Seamless CRM Integration, Extensive Integrations

Mobile App Issues, Limited Customization, Occasional Call Quality Issues, Limited Inbound Call Features

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Review Summary

Freshcaller, a cloud-based contact center solution, has garnered mixed reviews. Users applaud its user-friendly interface, ease of setup, and feature-richness. They appreciate the customizable dashboards, call routing options, and integration with various business applications. However, some users have expressed concerns regarding the system's occasional glitches, limited reporting capabilities, and lack of advanced features found in more established platforms. Overall, Freshcaller is a solid choice for small businesses and startups seeking a budget-friendly and easy-to-use contact center solution, but larger enterprises may find it lacking in terms of scalability and advanced functionalities.

Pros

Intuitive interface and userfriendly design, making it easy for teams to adopt and use.
Robust call management features, including call routing, queue management, and call recording, ensuring efficient handling of customer inquiries.
Advanced analytics and reporting capabilities, providing valuable insights into agent performance, call trends, and customer satisfaction.
Seamless integration with other Freshworks products, such as Freshdesk and Freshchat, enabling a unified customer experience across channels.

Cons

Limited customization options for call center configurations, potentially restricting flexibility for certain businesses with unique needs.
Occasional reports of technical issues and glitches, requiring prompt attention from the support team.
Pricing plans may not be suitable for small businesses with limited budgets, potentially limiting accessibility.

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Freshdesk Contact Center (Formerly Freshcaller) FAQs

What is Freshdesk Contact Center (Formerly Freshcaller) used for?

Freshdesk Contact Center (Formerly Freshcaller) is Call Center Software. Freshdesk Contact Center (Formerly Freshcaller) offers the following functionalities: