Freshcaller Pricing, Features, Reviews & Comparison of Alternatives

Freshcaller

Modern Phone System for customer support & sales

4.12/5 (17 reviews)

Freshcaller overview

What is Freshcaller?

Freshcaller is a cloud based modern phone system for every type of business that helps improve customer engagement and collaboration with internal teams. Users can purchase local and international toll-free numbers, get real-time visibility into call queues and ongoing conversations, route calls to specific agent groups, set up custom business hours for each department, and more.

Freshcaller enables organizations to manage call queues using an auto-receptionist with customizable wait time music to promote new products or services. Users can set up custom business hours and automated actions for each department, and route calls from IVR to specific call queues and agent groups. Organizations can purchase local business numbers for 90+ countries, as well as toll-free numbers for USA, Canada, Australia, and UK to improve convenience for customers.

Freshcaller’s dashboard provides real-time visibility into call queues, ongoing conversations, and agents’ presence status based on availability, on-going calls, after call work, or training. Agents can manage ongoing calls and take notes, forward calls to different agent groups, conference other agents to an ongoing call, and more. Users can look-up contact info by searching names or phone numbers, and view detailed call logs including call recordings with detailed call lifetime metrics.

The platform records all past customer conversations and interaction history, allowing users to filter through call logs based on numbers, agents, contacts, call queues, and call direction, as well as perform a dynamic search through call notes to get additional context. Freshcaller’s additional features include call blocking, call barging, desktop notifications, custom greetings, call masking, reporting, and more.
www.freshworks.com

Pricing

Starting from
$15/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Australia, Canada, Europe, Germany, United Kingdom

Supported languages

English
Freshcaller screenshot: Acquire and utilize local phone numbers using Freshcaller to connect with customers around the globeAn admin's guide to setting up FreshcallerFreshcaller screenshot: Monitor calls in real-time and join in on calls even when working remotely Freshcaller screenshot: Call conferencing lets users add other agents to an ongoing call and have a multi-way conversation Freshcaller screenshot: The interactive voice response system (IVR) lets users route customer calls to teams or agents with a customizable call flow mechanismFreshcaller screenshot: Create custom voicemail messages and greetingsFreshcaller screenshot: Offer toll-free numbers in US, UK, and Canada to solicit new leadsFreshcaller screenshot: Create custom business hours for every department

Freshcaller reviews

Value for money
Features
Ease of use
Customer support
  3.8
  3.7
  4.1
  3.8
Mian Muhammad Ibrahim

Customer Service Made Easy

Used daily for 2+ years
Reviewed 2019-10-10
Review Source: Capterra

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Travis Snyder

Freshcaller is the ticket to setting up your service program

Used daily for 1-2 years
Reviewed 2019-12-02
Review Source: Capterra

We moved over from another product that was stuck in the middle ages and we are so happy we did. It's so easy to setup and get functioning. We like the freshdesk integration to capture all of our customers issues and it records the conversations so we can monitoring ours service technicians to ensure they are giving the proper responses.

Pros
It interfaces with Freshdesk and captures all the call volume. It's easy to setup holidays and employees schedules to make it easy to set a schedule for your customers. It has a clean graphic interface and it's not confusing for basic users.

Cons
The app had some bugs in the beginning but those have been flushed out. The customer service is actually really attentive and they take their product serious.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Bo Bergstrom

Product is okay - handy to have everything connected - technical support is overwhelmed

Used daily for 6-12 months
Reviewed 2019-12-04
Review Source: Capterra

My low bloodpressure and calm deameanor have been solved, now I get the benefits of high blood pressure and anger management. The support reps themselves are generally responsive, but the dev team and/or the technical support team are obviously under-freaking-water as they just make false promises and then don't fix it. I would be careful about using them unless you're a really big company that gets some sort of priority access and/or an account manager to make sure requests are fixed.

Pros
I like that phones are connected to my ticketing system - it's handy to automatically see who the call is from and the previous tickets.

Cons
My freshcaller to freshsales connection has been broken for FOUR MONTHS with no ETA of when it will be fixed. I'm super confused on how this is so hard and why the technical support team can't seem to fix it. I've written them at least half a dozen times, sometimes to freschaller and other times to the freshsales team, and all I get is the runaround.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 0/10

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Ewan Farry

Easy to setup , good reporting

Used daily for 1-2 years
Reviewed 2019-12-03
Review Source: Capterra

We needed a call solution for international numbers and found the call flows easy to setup and route to the correct landlines/mobiles/Freshdesk agents. It is great to be able to record calls and store voicemails in our ticketing system in out of office hours. As international numbers became harder to retain without having business addresses in these countries, we have had to reduce our coverage of unique numbers per region. At present we find the platform easy to use and intuitive but would hope for a stronger integration with Freshdesk going forward.

Pros
Looking at reports is simple and the insights to calls received/costs/agent performance can be fairly extensive. Understanding the rules/call flows setup can also be reviewed fairly easily.

Cons
The integration with Freshdesk is not as close as we originally expected when subscribing. It does undergo improvements every so often but our ideal solution would be more seamless than it is at present.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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Tuija Maekelae

Too many features

Used daily for 2+ years
Reviewed 2019-12-12
Review Source: Capterra

Our advisory service uses Freshcaller to reach the customers, when they have called us and their service demand has been locked in our Fresh desk system.

Pros
Our service team can contact and call our customers by the system and not use their own phones and phone numbers.

Cons
On user level system is complicated when it is combined to Fresh Desk Mint version. Using earlier versions the usage was more simple for my team. The system does not recognize phone numbers and produces tickets on every call also when the same customs calls again during the same service time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 6/10

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Freshcaller pricing

Starting from
$15/month
Pricing options
Free
Free trial
Subscription
View Pricing Plans

Sprout - Free
Blossom - $15 per agent per month (paid yearly) and $19 per agent per month (paid monthly)
Garden - $29 per agent per month (paid yearly) and $39 per agent per month (paid monthly)
Estate - $45 per agent per month (paid yearly) and $59 per agent per month (paid monthly)
Forest - $69 per agent per month (paid yearly) and $99 per agent per month (paid monthly)

Freshcaller features

API
Activity Dashboard
Monitoring
Reporting & Statistics

Alerts / Escalation (73 other apps)
Automatic Notifications (103 other apps)
CRM Integration (85 other apps)
Chat (202 other apps)
Customizable Branding (118 other apps)
Email Integration (98 other apps)
Instant Messaging (101 other apps)
Knowledge Base Management (100 other apps)
Multi-Channel Communication (105 other apps)
Multi-Language (73 other apps)
Real Time Monitoring (75 other apps)
Social Media Integration (87 other apps)
Support Ticket Management (77 other apps)
Surveys & Feedback (87 other apps)
Third Party Integration (142 other apps)
Workflow Management (78 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Freshcaller

Key features of Freshcaller

  • Call logging
  • Inbound call center
  • Virtual call center
  • Local phone numbers
  • Toll free numbers
  • International numbers
  • Global phone usage
  • Call masking
  • Vanity numbers
  • Port-in numbers
  • Voicemail
  • Business hours
  • Route to groups
  • Custom greetings
  • Auto-receptionist
  • Multi-level IVR
  • Wait queues
  • Information extensions
  • Call failover
  • Call blocking
  • Real-time phone provisioning
  • Shared lines
  • Automatic call recording
  • Call logs
  • Real-time dashboard
  • Call queue visbility
  • Agent presence status
  • Call monitoring
  • Call barging
  • Call from any number
  • Reporting
  • Inbound caller ID
  • Contextual response and inplace editing
  • Call forwarding
  • Call transfer to teams
  • Answer in a browser
  • Call notes
  • Customer interaction history
  • Desktop notifications
  • In-call actions
  • Call conferencing
  • Warm transfer
View All Features

Benefits

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.