Freshdesk Contact Center

Freshdesk Contact Center

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What is Freshcaller?

Freshcaller is a cloud-based call center solution that helps businesses of all sizes provide excellent customer service. With Freshcaller, you can:

  • Reach your customers anywhere in the world: Freshcaller has a global reach, so you can reach your customers no matter where they are.
  • Customize your call center to your needs: Freshcaller is fully customizable, so you can set business hours, add greetings and queue messages, and more.
  • Quickly connect callers with an agent: Freshcaller’s multi-level IVR system quickly connects callers with an agent available at that time, ensuring faster resolution.
  • Empower your customer support and sales teams: Freshcaller’s call management system gives your customer support and sales teams the tools they need to work remotely or from the office, including number management, custom reporting, inbound call routing, and supervisor control.

Freshcaller is a comprehensive call center solution that can help you improve your customer service and boost your business.

Here are some additional details about Freshcaller’s features:

  • Virtual phone numbers: Freshcaller lets you purchase virtual phone numbers in over 100 countries, so you can appear local to your customers, no matter where you are located.
  • Call routing: Freshcaller lets you route calls to the right agent based on their availability, skill set, or other criteria.
  • IVR: Freshcaller’s IVR system can answer common questions, collect information from callers, and route calls to the right department.
  • Call recording: Freshcaller records all calls, so you can listen to them later for training or quality assurance purposes.
  • Reporting: Freshcaller provides detailed reports on call volume, call length, and other metrics so you can track the performance of your call center.

Freshcaller is a powerful call center solution that can help you improve your customer service and boost your business. If you’re looking for a comprehensive call center solution, Freshcaller is a great option.

Unique Functionalities of Freshcaller Call Management System

  1. Centralized management of all inbound & outbound calls
  2. Simplified collaboration for faster issue resolution
  3. Reduced call abandonment with speedy replies
  4. Service level monitoring and customizable reports
  5. Omnichannel customer service experience

Pricing of Freshcaller Call Centre Software

  1. Blossom: It charges ₹999 per user, annually. ₹1,399 per user, on a monthly basis.
  2. Garden: It charges ₹1,999 per user, annually. ₹2,799 per user, on a monthly basis.
  3. Estate: It charges ₹3,299 per user, annually. ₹4,299 per user, on a monthly basis.
  4. Forest: It charges ₹4,999 per user, annually. ₹7,199 per user, on a monthly basis.

If you want to use the services offered by Freshcaller, send us a callback request.

Compatible Platforms of Freshcaller Call Management System

Freshcaller is a web-based software that can be accessed from any web browser on a desktop.

Useful Features of Freshcaller

Some Freshcaller features that make it stand out when compared to Freshcaller alternatives are:

About Freshcaller App

Freshcaller mobile app is available on both Android and iOS phones to stay connected with customers and provide support on the go. This decreases the chance of missed calls too. Use the same account for Freshcaller signup that you have and enable call routing, IVR, and smart escalations on your phone. Just enter your Freshcaller account URL and credentials in the app for Freshcaller login. Its main features include

  1. Intuitive Dashboard: Freshcaller features an intuitive dashboard, enabling the managers and admins to view the list of customers who are waiting in the queue, on-going calls and the status of onboard agents in real-time.
  2. A complete history of interaction with customers: The software enables its users to view a detailed history of the conversations between their agents and customers. This feature also helps the agents to get a glance at the previous conversations and offer a quick solution to similar problems.
  3. Call Masking: Freshcaller allows its users to mask their existing phone numbers with an alternative number while providing support across different regions.
  4. Supervisor Controls: Freshcaller features a wide variety of tools and resources for the supervisors and managers. This enables them to monitor all the conversations, barge into live calls and channelize the call queues as per their needs and requirements.
  5. Developer friendly UI library: The software helps its users deliver a consistent customer experience by offering them a developer-friendly UI library. They also get to integrate with external apps in a seamless manner.
    1. User friendly interface
    2. Making or receiving calls
    3. Viewing multiple incoming calls
    4. On-call functions like transferring calls, mute, hold
    5. Recording calls
    6. List of recent calls
    7. Navigation to other screens in app while on call
    8. Dialing saved phone contacts
    9. Set agent status by toggling between being online and offline
    10. Adding call notes to CRM lead entry
    11. Convert your important and unresolved calls as tickets in Freshdesk
    12. Viewing call summary

Freshdesk Contact Center Pricing & Plans

Plan Features Price (annually) Price (monthly)
Free Basic call management features, up to 2000 free incoming minutes/month Free Free
Growth All features of Free plan, plus up to 3000 free incoming minutes/month, multilingual support, voicemail, and collaborators $39/agent/month $47/agent/month
Pro All features of Growth plan, plus unlimited free incoming minutes, call queues, IVR, and advanced analytics $69/agent/month $83/agent/month
Enterprise All features of Pro plan, plus custom branding, SLAs, and dedicated support Contact Freshdesk for pricing Contact Freshdesk for pricing


Freshdesk Contact Center Features

Call Recording Opt-out

Freshcaller offers an IVR keypress that registers the customer’s choice, enabling them to opt-out from recording their phone

Agent Availability Report

The intuitive dashboard by Freshcaller allows the users to check the availability of agents, current status, etc.

Abandoned Call Metrics

Users can track the exact reasons behind call drops with the abandoned call metrics offered by the software.

Smart Answer Bot

Freshcaller offers a smart answer bot known as Freddy. That is capable of giving instant answers round the clock.

Multilingual Support

Agents can select the language of their choice from the profile settings page and provide adequate support to their customers.

Inbound Call Center

The agents can offer a more contextual support to their callers as they get to view the caller names, their phone numbers.

Number Porting

Freshcaller allows its users to continue their services with their old numbers. They can port numbers from regular service

Basic Call Queues

Users can customize the flow of calls for a specific team and assign a particular number to them using the basic call queues

Wait Queues

The wait queues feature of the software enables the customers to reserve a slot for them at times when the agent is busy with a

Freshcaller enables its users to offer customized voicemail service (greetings, specific terms), enabling them to continue their
Warm Transfer

By using Freshcaller, agents can provide detailed customer-related information to the new agent, by using the warm transfer

Call Recording

Users can record the calls attended by their agents and use the data for further training, survey and quality checks.

IVR Facility

The advanced IVR facility offered by the software enables its users to route the calls from their customers to their agents and

Call Monitoring

Users can monitor live calls attended by their agents to assess the services that they offer to the callers.

Fully Custom reports

Freshcaller offers detailed reports to its users and their team. Users can filter out call details, status and other relevant

Call conferencing

Agents can add a member from their team during a live call with a customer in order to avoid the hassles of call transferring and

SIP Connections

Freshcallers allows the agents to receive the calls from customers directly on their SIP devices.

Holiday Routing

Users can continue with their services even during the holidays by planning out their schedules with the advanced holiday routing

Advanced Call Metrics

Freshcaller enables its users to view and manage their call logs, call lifetime metrics and maintain all the billing-related

Call Barging

With the call barging feature of the software, managers get the right to barge into a live call from the admin dashboard and

Call Center Agent Statuses

The software automatically updates the agent’s status to After Call Work (AWC) post a call completion, enabling the agent to

Queue Callback

With Freshcaller, you can allow your customers to send in a callback request during rush hours when all the agents are busy with

Omnichannel Routing

The omnichannel routing feature of the software uses an intelligent routing algorithm to assign customer queries from different

Service Level Monitoring

Admins can monitor the services offered by their agents and make necessary changes from anywhere across the globe by using the

Speech Enabled IVR

Users can record IVR prompts and sync them with Freshcaller by using its inbuilt voice recording or text to speech feature.

Email, social, chat, phone channels

The omnichannel customer support system allows agents to get connected to the customers over email.

Agent Scripts

Freshcaller allows the agents to communicate with customers based on script-based replies for common queries.

Email Bot & Chatbots

Users get to contextually engage their customers with the help of email bots and chatbots offered by the software.

IP Whitelisting

By enabling the IP Whitelisting feature of the software, users can restrict the logins within their support portal by mentioning

Freshdesk Contact Center Specifications

  • Specification Value
    Supported Platforms Web, mobile, desktop
    Device Laptop, desktop, smartphone, tablet
    Deployment Cloud
    Suitable For Businesses of all sizes
    Business Specific Freshdesk Contact Center can be used to manage customer interactions across multiple channels, including phone, email, chat, and social media.

Freshdesk Contact Center FAQ

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Photos: Freshdesk Contact Center

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