Freshdesk Contact Center Features

Freshdesk Contact Center

Modern Phone System for customer support & sales

3.78/5 (27 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Audio / Video Conferencing
Auto-Dialer
Automatic Call Distribution
Blended Call Center
CRM
Call Center Management
Call Conferencing
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Screening
Call Scripting
Call Tracking
Call Transfer
Caller ID
Caller Profiles
Campaign Analytics
Campaign Management
Collaboration Tools
Commenting/Notes
Communication Management
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Customer Database
Customer History
Customizable Fields
Dashboard
Data Import/Export
Employee Activity Monitoring
Employee Directory
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Knowledge Base Management
Lead Management
List Management
Manual Dialer
Mobile Access
Multi-Channel Communication
Multiple Parties
Multiple Scripts
On-Demand Recording
Outbound Call Center
Performance Metrics
Phone Key Input
Predictive Dialer
Process/Workflow Automation
Progressive Dialer
Queue Management
Real Time Data
Real Time Notifications
Real-time Updates
Remote Access/Control
Remote Support
Reporting & Statistics
Reporting/Analytics
Ring Groups
Role-Based Permissions
SIP Trunking
Scheduled Recording
Softphone
Telemarketing Management
Text to Speech
Third Party Integrations
Time Zone Tracking
Two-Way Audio & Video
Unified Communications
Video Conferencing
Virtual Call Center
Virtual Extensions
VoIP
VoIP Connection
Voice Customization
Voice Mail
Voicemail Transcription
Workflow Management
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API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Audio / Video Conferencing
Auto-Dialer
Automatic Call Distribution
Blended Call Center
CRM
Call Center Management
Call Conferencing
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Screening
Call Scripting
Call Tracking
Call Transfer
Caller ID
Caller Profiles
Campaign Analytics
Campaign Management
Collaboration Tools
Commenting/Notes
Communication Management
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Customer Database
Customer History
Customizable Fields
Dashboard
Data Import/Export
Employee Activity Monitoring
Employee Directory
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Knowledge Base Management
Lead Management
List Management
Manual Dialer
Mobile Access
Multi-Channel Communication
Multiple Parties
Multiple Scripts
On-Demand Recording
Outbound Call Center
Performance Metrics
Phone Key Input
Predictive Dialer
Process/Workflow Automation
Progressive Dialer
Queue Management
Real Time Data
Real Time Notifications
Real-time Updates
Remote Access/Control
Remote Support
Reporting & Statistics
Reporting/Analytics
Ring Groups
Role-Based Permissions
SIP Trunking
Scheduled Recording
Softphone
Telemarketing Management
Text to Speech
Third Party Integrations
Time Zone Tracking
Two-Way Audio & Video
Unified Communications
Video Conferencing
Virtual Call Center
Virtual Extensions
VoIP
VoIP Connection
Voice Customization
Voice Mail
Voicemail Transcription
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Audio / Video Conferencing
Auto-Dialer
Automatic Call Distribution
Blended Call Center
CRM
Call Center Management
Call Conferencing
Call List Management
Call Logging
Call Monitoring
Call Queues
Call Recording
Call Reporting
Call Routing
Call Screening
Call Scripting
Call Tracking
Call Transfer
Caller ID
Caller Profiles
Campaign Analytics
Campaign Management
Collaboration Tools
Commenting/Notes
Communication Management
Computer Telephony Integration
Conferencing
Contact Database
Contact Management
Customer Database
Customer History
Customizable Fields
Dashboard
Data Import/Export
Employee Activity Monitoring
Employee Directory
Help Desk Management
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Knowledge Base Management
Lead Management
List Management
Manual Dialer
Mobile Access
Multi-Channel Communication
Multiple Parties
Multiple Scripts
On-Demand Recording
Outbound Call Center
Performance Metrics
Phone Key Input
Predictive Dialer
Process/Workflow Automation
Progressive Dialer
Queue Management
Real Time Data
Real Time Notifications
Real-time Updates
Remote Access/Control
Remote Support
Reporting & Statistics
Reporting/Analytics
Ring Groups
Role-Based Permissions
SIP Trunking
Scheduled Recording
Softphone
Telemarketing Management
Text to Speech
Third Party Integrations
Time Zone Tracking
Two-Way Audio & Video
Unified Communications
Video Conferencing
Virtual Call Center
Virtual Extensions
VoIP
VoIP Connection
Voice Customization
Voice Mail
Voicemail Transcription
Workflow Management
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Mobile apps

iOS App


19 reviews

Requires iOS 12.1 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


118 reviews

Freshdesk Contact Center Feature Reviews

25 reviewers had the following to say about Freshdesk Contact Center's features:

Ewan F.

Easy to setup , good reporting

2019-12-03

It is great to be able to record calls and store voicemails in our ticketing system in out of office hours.

Pros

Looking at reports is simple and the insights to calls received/costs/agent performance can be fairly extensive.

Cons

The integration with Freshdesk is not as close as we originally expected when subscribing.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Daniel H.

Technology is fine. Customer support is not

2019-06-04

We are using FreshCaller as our primary phone line for one of our software products.

Pros

User interface is intuitive and easy.

Cons

We also use FreshDesk and there is a support chat for that.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
Okechukwu I.

Mid tier call solution

2021-08-07

Pros

Simple user interface Dashboard is very helpful and pretty straightforward.

Cons

Tagging feature should be expanded to contain broader definitions Integration was not easy especially in a BYOC situation

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Jackson C.

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

2019-10-29

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
James B.

A Solid VOIP Product

2020-08-28

Overall it does what i need - it breaks rarely and it was easy to setup.

Pros

Setup is easy and works with little effort. Support is absolutely fantastic.

Cons

Call flows are not very customizable. You are forced to follow the typical "call center" schema and the pre-recorded messages are terribly narrated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Travis S.

Freshcaller is the ticket to setting up your service program

2019-12-02

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.

Cons

The customer service is actually really attentive and they take their product serious.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Alois H.

Most terrible customer Service

2021-04-18

Pros

There are a lot of feature. Most of them are only available in paid plan.

Cons

Each Account has a account manager which looks like more a single point of failure for us. Every ticket and request is redirected to your account manager.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Sara C.

Freshcaller the easiest and quick way to support your customers

2021-08-03

So far amazing, it works pretty well overall

Pros

Gives you metrics and records to measure performance and quality of every call.

Cons

Sometimes it takes a while to update and some calls get dropped.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Bo B.

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

2019-12-04

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

I'm super confused on how this is so hard and why the technical support team can't seem to fix it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Marketing and Advertising company, 1-10 employees)

Increase the quality of customer service

2019-04-19

Pros

The dashboard, feedback and ability to review calls after they happen - along w notes that can be added help to increase the quality of our customer service team allowing them to ability to review and provide feedback in an easy manner.

Cons

The only drawback is the difficulty in setting up an IVR for holidays is a little bit tricky - but the capability still exists.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Dave W.

Freshcaller for SMBs

2020-07-30

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

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
RanjithKumar M.

Best PBX software for affordable price

2019-01-31

Pros

. - 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

Cons

- More integration is needed to export the data between multiple systems

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Financial Services company, 1-10 employees)

Very bad support!

2021-02-11

Pros

nothing. first time i tried to use the system was out of service, second time the usability and support was terrible

Cons

Incredible how a company focused on customer service can have such a bad support for their costumers.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

0/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 11-50 employees)

Simplicity

2019-05-17

Pros

Freshcaller was very easy to integrate with our existing CRM software, Freshsales.

Cons

Was not able to access contact information from Freshsales to use with the caller.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Mian M.

Customer Service Made Easy

2019-10-10

After looking at many companies offering online telephone support system, we decided to go with Freshcaller mostly because of the cost at first.

Pros

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Tuija M.

Too many features

2019-12-12

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

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

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Hue P.

Speak - easy

2019-07-24

Basically, I am working as a customer support for calling center, and I found that this app is useful and convenient for me to use and have the inbound and outbound calls with customers.

Pros

I really like this app because it can evaluate agent's performance and analyse the call volume weekly and monthly.

Cons

It sometimes gets the drop calls, crashes.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
LaTasha H.

It takes about 5 minutes to setup

2019-04-04

I can make call directly from my Freshsales dashboard in just a couple of clicks.

Pros

The best part about Freshcaller is ease of use. It took less than 5 minutes to purchase a phone number and make my first call.

Cons

I noticed the app does not allow Google Sign-in, so adding that as an option would be great. My business uses the GSuite ecosystem and most of the apps we use have this option.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 51-200 employees)

Crashes, dropped calls, and lost voicemails

2019-04-01

Not a good experience, it needs updates, and bug fixes.

Pros

It has a very nice look to it, modern and does a good job of making it easy to integrate across other platforms

Cons

It's extremely frustrating when on important support calls.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Mental Health Care company, 51-200 employees)

Fantastic and easy to customize tool

2020-08-25

Pros

Freshcaller has been a fantastic tool to respond, monitor, and track our customers issues and requests.

Cons

Not really anything - except maybe that we had to request some countries to be whitelisted for calling, after finding out that those were not set or available to us per default.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Luke T.

Not for a smaller business like us, but great for larger call centers, etc!

2021-04-30

Not terrible. While it wasn't a good fit for us, I do think it's a very helpful solution for a business with different needs than ours.

Pros

It's very scalable. If we needed to bring on and add more agents we could do that with no issues at all.

Cons

It ended up not being a great fit for us at the time because it's obviously built for a littler larger of a call support system than we needed at the time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Yan F.

We use it as online calling solution.

2018-03-30

Easy to set up online phone that works greatly with Freshsales.

Pros

We don't need a full online solution for online calling, as we use it from time to time. As we use Freshsales, and they offer option to buy a online phone, we use it.

Cons

They offer online phone numbers not in all countries. So, if you need a telephone number in country they don't offer you have to buy another number from another company - not very convenient.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jax W.

Easy to use business phone line

2019-11-22

It's great to have Freshcaller so integrated with the rest of Freshworks, particularly Freshdesk. Using the whole suite is a cohesive experience.

Pros

We started off by installing the app on a cheap smartphone and were quickly able to receive calls on it (without cell service, just over WiFi!).

Cons

The app has a couple bugs, first with it not automatically turning off the screen when held to the face like other calling apps, and second with the call controls (like mute) disappearing in the middle of a call.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Colette A.

Freshcaller Agent

2021-07-27

I consider myself a novice at this point even though I have been using the platform for months now. I am still learning everyday how to better my experience

Pros

Allows for agents the privacy to provide customer service without having to utilize personal data or personal phone numbers

Cons

Does not work with our VPN and it is a steep learning curb to fully understand the functionality

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Pierre G.

Easy to operate

2019-12-30

Pros

It is easy to operate and set up callflows, business hours, etc.

Cons

That it does not offer all kinds of phonenumbers on the markets we use freshcaller.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more