Freshdesk Contact Center Review - 2024

Our Verdict

Freshdesk Contact Center (formerly Freshcaller) is a great VoIP service for companies that expect rapid growth, or for those who need something simple and easy to use. Without any complicated setup process, it means you can really plug-n-play this service. But, their reluctance to allow third-party app integrations in favor of their own software can limit businesses in some aspects.

We would recommend this product for businesses that expect to grow as the ease of switching plans is ideal for you. For established businesses that already have an effective sales process set up, you may want to look at a service that can integrate some of your existing processes.

Pros

Excellent line of business (LOB) applications
Helpful ticket management features
Very reliable software
Effective analytics tools

Cons

Admin UI isn’t very streamlined
Limitations in line extensions
Not enough integration with third-party apps

Plans & Pricing

Freshdesk Contact Center (formerly Freshcaller) offers four different pricing tiers, each suiting a different business setup best. Their free version is good for those who want to dip their toe into the water, although with its limited features you’d be better off claiming your 21-day free trial on the price plan you want to really get a feel for the product.

The next tier, Growth, is ideal for teams that are spread out across a few locations as it lets you synchronize your calling efforts through their application. You receive up to 2000 incoming minutes per month for free.

Their Pro plan is the perfect option for fast-growing teams that want access to the majority of the features without incurring higher costs. With this plan, you receive up to 3000 incoming minutes per month for FREE.

Enterprise plan is designed especially for enterprises and has unique features included like Smart Answer Voicebot, omnichannel routing and Speech-enabled IVR to name a few.

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 /month
+
pay per min

21-day free trial

Growth

$15 per agent / month + pay per min

21-day free trial

Pro

$39 per agent / month + pay per min

21-day free trial

Enterprise

$69 per agent / month +pay per min

21-day free trial

In-depth review

Features and Functionality

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

Freshdesk Contact Center (formerly Freshcaller) is a plug-n-play system that makes it ideal for a quick and easy setup. There’s no hardware, no downloads, and no maintenance costs. It has been specifically designed to be simplistic and easy to use compared to other, similar VoIP services. Their detailed resources center is filled with answers to the most frequently asked questions to help you set up, and their customer support always receives good reviews for its effectiveness.

Customer Service

Freshdesk Contact Center (formerly Freshcaller) has an extensive knowledge database that users can access 24/7 for the majority of common issues. For more personalized support you can submit a support ticket and an agent will get back to you. There is also a customer support line you can call, as well as an email address.

Phone Support

There is a live chat function on their website for quick and immediate inquiries.

Live Online Chat

Freshdesk Contact Center also offers email support for customers and sales inquiries.

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aaronfoster

Co-founder of a West Coast web consulting firm and a prolific blogger, Aaron is a source to be trusted when it comes to the latest business software solutions. His professional expertise is matched only by his encyclopedic knowledge of Mexican cuisine.

We make the best effort to present up-to-date information; however, the terms of each offer can be revised according to the service provider’s discretion. The above shall not be considered as an expert or professional advice for any matter.