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Freshdesk Contact Center Logo

Freshdesk Contact Center

Modern Phone System for customer support & sales

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Freshdesk Contact Center Pricing, Features, Reviews and Alternatives

Freshdesk Contact Center product overview

Price starts from

0

Per month

Flat Rate

What is Freshdesk Contact Center?

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, 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. You can reduce your resolution times with advanced and automated routing capabilities and swiftly direct your customers to the right experts.

Key benefits of using Freshdesk Contact Center

Freshdesk Contact Center (Formerly Freshcaller) helps manage call queues by allowing organizations to automate actions for every number and automatically routing calls to specific queues, agent groups, and more.

Users can set up custom business hours for each department or team, and operate call centers based on the specific times and days that suit their business.

Create custom voicemail messages and greetings by uploading a file, recording a personalized message or using Freshcaller's text-to-speech converter to prompt callers to record a voice-mail.

Call masking features allow businesses to establish their local presence by providing customers with a local number for a specific location, masking their helpline number.

Businesses can buy local business numbers for over 90 countries, as well as offer toll-free numbers for Australia, Canada, Europe, UK and USA.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Knowledge Base
Chat
Email/Help Desk
Phone Support
FAQs/Forum
24/7 (Live rep)

Training options

Videos
Live Online
Documentation
In Person

Freshdesk Contact Center pricing information

Value for money

3.8

/5

29

Starting from

0

Per month

Flat Rate

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Freshdesk Contact Center features

Functionality

3.7

/5

29

Total features

64

15 categories

Most valued features by users

Reporting/Analytics
API
Third Party Integrations
Reporting & Statistics
Activity Dashboard
Alerts / Escalation
Alerts/Notifications
Knowledge Base Management

Functionality contenders

Freshdesk Contact Center users reviews

Overall Rating

3.8

/5

29

Positive reviews

Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7.38/10
Rating distribution

5

4

3

2

1

10

10

5

2

2

Pros
I really like this app because it can evaluate agent's performance and analyse the call volume weekly and monthly. Furthermore, the sound quality is good when contacting with customers.
Easy to use and the dashboard gives overall status of all the calls and queries. Using local phone numbers for the calling is one of the superb features.
Setup is easy and works with little effort. Support is absolutely fantastic.
Cons
The response time of ticket is really bad and the most terrible is that the responses are only "we take care of the problem and someone will help you" which does not happen.
A few of our callers on the last call had some trouble joining the call, but it seems like it was more of a user error than a system error.
Call flows are not very customizable. You are forced to follow the typical "call center" schema and the pre-recorded messages are terribly narrated.

Overall rating contenders

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Customer Service Made Easy

Reviewed 3 years ago

After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first. With usage, we found out that the software in par with all the solutions provided with the market and performs excellent. I would suggest all those using Freshworks products to purchase Freshcaller and make their lives easier

Pros

1. We had first integrated the old telephone model but with the release of Freshcaller, they offered us to transfer to this platform without any extra charges and reducing our features 2. Get entire call history with cost and recordings 3. Cost effective compared to larger companies 4. Seamless integration with all products

Cons

Sometimes the interface starts to act weird but it is not something that happens alot so not too much of an issue

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Freshcaller for SMBs

Reviewed 2 years ago

I've developed a great relationship with the entire Freshworks team, however I feel extra close with Freshcaller. We started using them back in March 2019, and they have come such a long way. I look forward to growing our business with them.

Pros

Freshcaller offers a very easy setup and implementation. We transitioned from Five9 with little to no effort. Aside from the easy to use software, Freshcaller's support is top-notch.

Cons

Freshcaller is missing some key features, functionality, & reporting that more enterprise level solutions may offer. While they are consistently releasing new updates, I do find that there are a few items that I'm longing for.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend6/10

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Expensive but probably best option on the market

Reviewed 2 months ago

We automated our 24/7 hotline which is really important to us. Works fine.

Pros

It works pretty fine, the setup is easy and seamless. Mobile app for iOS and Android also appreciated. We also appreciate API connection possibility and with Integromat/Make it does everything we need.

Cons

I must say Customer support. Sometimes they are just OK, but sometimes you wait days, even weeks to get help.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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They don't care if you are unable to use the service or do business.

Reviewed 3 years ago
Pros

You might go a few months without experiencing some sort of technical issue or complete service outage.

Cons

When you do have a technical issue or complete service outage it takes DAYS to get a response or any real action toward fixing your problem. Our service is currently down and no matter how many emails you send (there is no support phone line to call) no one will get back to you to let you know it is a known issue and being worked on. We haven't been able to call out to our customer base for nearly 24 hours now and still no response. We are currently currently shopping for another customer management system because this is not the first time that we have had catastrophic failure preventing us from doing business and left completely ignored with absolutely no support.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Great inexpensive ticketing system

Reviewed 3 months ago

Solving customer issues and documenting repeat issues is very simple with Freshdesk. I can login each day and know that emails are being documented correctly. It is easy to make changes to ticket fields, add more options for reporting purposes, and the automations make simple processes easy to execute so I can focus on more complicated tasks.

Pros

Freshdesk is great for its ticketing system. It is simple to use. The calls feature is pretty straightforward.

Cons

The reports function leaves a lot to be desired.

Freshdesk Contact Center FAQs and common questions

Q. What type of pricing plans does Freshdesk Contact Center offer?

Freshdesk Contact Center has the following pricing plans:
Starting from: $0.00/month
Pricing model: Free, Subscription
Free Trial: Available


Q. Who are the typical users of Freshdesk Contact Center?

Freshdesk Contact Center has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business


Q. What languages does Freshdesk Contact Center support?

Freshdesk Contact Center supports the following languages:
Chinese (Simplified), Dutch, English, French, German, Japanese, Korean, Polish, Russian, Spanish, Swedish, Thai, Turkish


Q. Does Freshdesk Contact Center support mobile devices?

Freshdesk Contact Center supports the following devices:
Android, iPad, iPhone


Q. Does Freshdesk Contact Center offer an API?

Yes, Freshdesk Contact Center has an API available for use.


Q. What other apps does Freshdesk Contact Center integrate with?

Freshdesk Contact Center integrates with the following applications:
Freshservice, WooCommerce, Zoho CRM, Zapier, Pipedrive, Freshsales, Agile CRM, Freshdesk, Nimble, noCRM.io, Zendesk Sell, HubSpot CRM, BigCommerce


Q. What level of support does Freshdesk Contact Center offer?

Freshdesk Contact Center offers the following support options:
Knowledge Base, Chat, Email/Help Desk, Phone Support, FAQs/Forum, 24/7 (Live rep)

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