Freshdesk Contact Center Review

flag Easy-to-use and setup
  • Integration with other FreshWorks products

  • Great for growing teams

  • Informative resources for customers

  • Wealth of VoIP services

Pros & Cons

  • Excellent line of business (LOB) applications
  • Helpful ticket management features
  • Very reliable software
  • Effective analytics tools
  • 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
Growth
$15 per agent/ month + pay per min
Pro
$39 per agent/ month + pay per min
Enterprise
$69 per agent/ month +pay per min

Overview

Freshdesk Contact Center (formerly Freshcaller) is a cloud-based solution to help businesses elevate their customer experience in an effortless and affordable manner. Deploy a flexible and smart contact center in a few intuitive steps, and with zero phone hardware. No matter where your agents connect from they have the right context for personalized customer conversations. Powerful features such as multi-level IVRs, business hours, and holiday settings help your agents manage call volumes without compromising your customer experience. Reduce your resolution times with advanced and automated routing capabilities and direct your customers to the right experts swiftly.

With Freshdesk Contact Center you have a future-ready system with advanced voice bots, speech-enabled IVR, and native voice intelligence features such as post-call transcription. Whether you want to look into your day-to-day operations or need insights to make scaling-up decisions, we have extensive reporting and analytics to ensure you are always in the know. Freshdesk Contact Center integrates with leading CRM and Helpdesk tools, to enable your sales and support teams to work productively.

Rating

  • "Ease of Use"
    8 /10
  • "Value For Money"
    9 /10
  • "Features"
    9 /10
  • "Help & Support"
    7 /10

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 Support

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.

  • 24/7 Help & Support
    There is phone support for customers, operating hours vary across locations.
  • 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.
  • Video Tutorials
    They offer detailed video tutorials for a number of services through their YouTube channel.
  • FAQ
    Customers can find the answer to most issues in their FAQ section of the website.
  • Blog
    They run a detailed and informative blog to help users get the most out of the service.

Final Word

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.

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aaron
Aaron Foster
author

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.
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