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Freshdesk Contact Center

by : Freshworks

Starting Price

₹1651/month

Inclusive of all taxes

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4.5 (1 Reviews & Ratings)

Brand: Freshworks

Type: Software

Operating System: Windows, iOS, Android

Free Trial Available: No

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Freshdesk Contact Center Software Overview

What is Freshcaller?

Freshcaller is a comprehensive call center solution, offering assistance to the businesses that aim to reach out to their customers via inbound or outbound calls. This cloud PBX system can also be used by the internal support and marketing team of a company to address the query of prospects and to understand their buying intent.

Freshcaller cloud PBX system has a wide global reach and is fully customizable as per the need of your business. From setting business hours to adding greetings and queue messages, users can customize everything. Further, the multi-level IVR system of Freshcaller quickly connects the callers with an agent available at that time, ensuring faster resolution.

Freshcaller call management system converts your existing phone technology to an advanced routing and voice AI setup to empower your customer support and sales teams. Thy can work remotely or from office with many advanced features like number management, custom reporting, inbound call routing and supervisor’s control.

Unique Functionalities of Freshcaller Call Management System

  1. Centralized management of all inbound & outbound calls
  2. Simplified collaboration for faster issue resolution
  3. Reduced call abandonment with speedy replies
  4. Service level monitoring and customizable reports
  5. Omnichannel customer service experience

Pricing of Freshcaller Call Centre Software

  1. Blossom: It charges ₹999 per user, annually. ₹1,399 per user, on a monthly basis.
  2. Garden: It charges ₹1,999 per user, annually. ₹2,799 per user, on a monthly basis.
  3. Estate: It charges ₹3,299 per user, annually. ₹4,299 per user, on a monthly basis.
  4. Forest: It charges ₹4,999 per user, annually. ₹7,199 per user, on a monthly basis.

If you want to use the services offered by Freshcaller, send us a callback request.

Compatible Platforms of Freshcaller Call Management System

Freshcaller is a web-based software that can be accessed from any web browser on a desktop.

Useful Features of Freshcaller

Some Freshcaller features that make it stand out when compared to Freshcaller alternatives are:

About Freshcaller App

Freshcaller mobile app is available on both Android and iOS phones to stay connected with customers and provide support on the go. This decreases the chance of missed calls too. Use the same account for Freshcaller signup that you have and enable call routing, IVR, and smart escalations on your phone. Just enter your Freshcaller account URL and credentials in the app for Freshcaller login. Its main features include

  1. Intuitive Dashboard: Freshcaller features an intuitive dashboard, enabling the managers and admins to view the list of customers who are waiting in the queue, on-going calls and the status of onboard agents in real-time.
  2. A complete history of interaction with customers: The software enables its users to view a detailed history of the conversations between their agents and customers. This feature also helps the agents to get a glance at the previous conversations and offer a quick solution to similar problems.
  3. Call Masking: Freshcaller allows its users to mask their existing phone numbers with an alternative number while providing support across different regions.
  4. Supervisor Controls: Freshcaller features a wide variety of tools and resources for the supervisors and managers. This enables them to monitor all the conversations, barge into live calls and channelize the call queues as per their needs and requirements.
  5. Developer friendly UI library: The software helps its users deliver a consistent customer experience by offering them a developer-friendly UI library. They also get to integrate with external apps in a seamless manner.
    1. User friendly interface
    2. Making or receiving calls
    3. Viewing multiple incoming calls
    4. On-call functions like transferring calls, mute, hold
    5. Recording calls
    6. List of recent calls
    7. Navigation to other screens in app while on call
    8. Dialing saved phone contacts
    9. Set agent status by toggling between being online and offline
    10. Adding call notes to CRM lead entry
    11. Convert your important and unresolved calls as tickets in Freshdesk
    12. Viewing call summary

Freshworks Brand Details

Brand Name Freshworks
Information Freshworks provides businesses with SaaS customer engagement solutions.
Founded Year 2010
Director/Founders Girish Mathrubootham, Shan Krishnasamy, Vijay Shankar
Company Size 1-100 Employees
Other Products Freshservice, Freshworks CRM, Freshdesk, Freshchat, Freshteam

Freshdesk Contact Center Features

Call Recording Opt-out

Freshcaller offers an IVR keypress that registers the customer’s choice, enabling them to opt-out from recording their phone

Agent Availability Report

The intuitive dashboard by Freshcaller allows the users to check the availability of agents, current status, etc.

Abandoned Call Metrics

Users can track the exact reasons behind call drops with the abandoned call metrics offered by the software.

Smart Answer Bot

Freshcaller offers a smart answer bot known as Freddy. That is capable of giving instant answers round the clock.

Multilingual Support

Agents can select the language of their choice from the profile settings page and provide adequate support to their customers.

Inbound Call Center

The agents can offer a more contextual support to their callers as they get to view the caller names, their phone numbers.

Number Porting

Freshcaller allows its users to continue their services with their old numbers. They can port numbers from regular service

Basic Call Queues

Users can customize the flow of calls for a specific team and assign a particular number to them using the basic call queues

Wait Queues

The wait queues feature of the software enables the customers to reserve a slot for them at times when the agent is busy with a

Voicemail

Freshcaller enables its users to offer customized voicemail service (greetings, specific terms), enabling them to continue their

Warm Transfer

By using Freshcaller, agents can provide detailed customer-related information to the new agent, by using the warm transfer

Call Recording

Users can record the calls attended by their agents and use the data for further training, survey and quality checks.

IVR Facility

The advanced IVR facility offered by the software enables its users to route the calls from their customers to their agents and

Call Monitoring

Users can monitor live calls attended by their agents to assess the services that they offer to the callers.  

Fully Custom reports

Freshcaller offers detailed reports to its users and their team. Users can filter out call details, status and other relevant

Call conferencing

Agents can add a member from their team during a live call with a customer in order to avoid the hassles of call transferring and

SIP Connections

Freshcallers allows the agents to receive the calls from customers directly on their SIP devices.

Holiday Routing

Users can continue with their services even during the holidays by planning out their schedules with the advanced holiday routing

Advanced Call Metrics

Freshcaller enables its users to view and manage their call logs, call lifetime metrics and maintain all the billing-related

Call Barging

With the call barging feature of the software, managers get the right to barge into a live call from the admin dashboard and

Call Center Agent Statuses

The software automatically updates the agent’s status to After Call Work (AWC) post a call completion, enabling the agent to

Queue Callback

With Freshcaller, you can allow your customers to send in a callback request during rush hours when all the agents are busy with

Omnichannel Routing

The omnichannel routing feature of the software uses an intelligent routing algorithm to assign customer queries from different

Service Level Monitoring

Admins can monitor the services offered by their agents and make necessary changes from anywhere across the globe by using the

Speech Enabled IVR

Users can record IVR prompts and sync them with Freshcaller by using its inbuilt voice recording or text to speech feature.

Email, social, chat, phone channels

The omnichannel customer support system allows agents to get connected to the customers over email.

Agent Scripts

Freshcaller allows the agents to communicate with customers based on script-based replies for common queries. 

Email Bot & Chatbots

Users get to contextually engage their customers with the help of email bots and chatbots offered by the software.

IP Whitelisting

By enabling the IP Whitelisting feature of the software, users can restrict the logins within their support portal by mentioning

Freshdesk Contact Center Plans & Pricing

Blossom(₹ 999 /user/month, billed annually ₹ 1,399 /user, billed monthly)
1651
  • Number Porting
  • Basic Call Queues
  • Wait Queues
  • Voicemail
  • Warm Transfer
  • Call Recording
  • Option(s)
    • Users (User(s))
    • Monthly (Month(s))
Garden(₹ 1,999 /user/month,billed annually ₹ 2,799 /user, billed monthly)
3303
  • Number Porting
  • Basic Call Queues
  • Wait Queues
  • Voicemail
  • Warm Transfer
  • Call Recording
  • IVR Facility
  • Call Monitoring
  • Fully Custom reports
  • Call conferencing
  • SIP Connections
  • Option(s)
    • Users (User(s))
    • Monthly (Month(s))
Estate(₹ 3,299 /user/month, billed annually ₹ 4,299 /user, billed monthly)
5073
  • Number Porting
  • Basic Call Queues
  • Wait Queues
  • Voicemail
  • Warm Transfer
  • Call Recording
  • IVR Facility
  • Call Monitoring
  • Fully Custom reports
  • Call conferencing
  • SIP Connections
  • Holiday Routing
  • Advanced Call Metrics
  • Call Barging
  • Call Center Agent Statuses
  • Queue Callback
  • Call Recording Opt-out
  • Agent Availability Report
  • Option(s)
    • Users (User(s))
    • Monthly (Month(s))
Forest(₹ 4,999/user/month, billed annually ₹ 7,199 /user, billed monthly)
8495
  • Number Porting
  • Basic Call Queues
  • Wait Queues
  • Voicemail
  • Warm Transfer
  • Call Recording
  • IVR Facility
  • Call Monitoring
  • Fully Custom reports
  • Call conferencing
  • SIP Connections
  • Holiday Routing
  • Advanced Call Metrics
  • Call Barging
  • Call Center Agent Statuses
  • Queue Callback
  • Omnichannel
  • Service Level Monitoring
  • Speech Enabled IVR
  • Omnichannel Routing
  • Call Recording Opt-out
  • Agent Availability Report
  • Abandoned Call Metrics
  • Smart Answer Bot
  • Option(s)
    • Users (User(s))
    • Monthly (Month(s))
Estate Omnichannel
8495
  • Fully Custom reports
  • Advanced Call Metrics
  • Queue Callback
  • Email, social, chat, phone channels
  • Agent Availability Report
  • Multilingual Support
  • Option(s)
    • Users (User(s))
    • Monthly (Month(s))
Forest Omnichannel
14395
  • Omnichannel
  • Speech Enabled IVR
  • Agent Scripts
  • IP Whitelisting
  • Omnichannel Routing
  • Abandoned Call Metrics
  • Option(s)
    • Users (User(s))
    • Monthly (Month(s))
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Freshdesk Contact Center Specifications

  • Supported Platforms :
  • Device:
  • Deployment :
  • Suitable For :
  • Business Specific:
  • Language:
  • Windows iOS Android
  • DesktopMobile
  • Web-Based
  • Contact Center
  • All Businesses
  • English

Freshdesk Contact Center Reviews

71%

Have recommended this product

Overall Score

4.5/5
Based on 1 Reviews

We love to hear from our buyers!

If you have used the solution already, why not share your thoughts and help others make the right purchase.

DJ

Dibyamrit Jana

User

4.5/5

4.5/5

4.5/5

4.5/5

4.5/5

9/10

“All in one call center solution”

Pros :

Cons :

Posted - Feb 15, 2019

Compare Freshdesk Contact Center With other IVR Software

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Freshdesk Contact Center

Starting Price

₹1651/month View plans

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Freshdesk Contact Center FAQ

A. The call note feature of the software allows the agents to take detailed notes of all the calls attended by them. This note enables them and the fellow agents to offer a quick solution when faced with a similar problem.
A. The agents can put a live call on hold, mute it while transferring the call to another agent or searching for a relevant solution to the problem faced by the caller.
A. Yes, Techjockey provides an online software demo for Freshcaller. You have to send us a request mentioning a preferred time and date to avail our demo service.
A. Users can supervise their teams and benchmark their performance on a regular basis, based on the kind of service they provide to the customers. Managers can efficiently track the problem areas and offer quick solutions to them.
A. Freshcaller does not have a mobile app as of now.
A. Yes, Freshcaller has a mobile app for both Android and iOS phones.
A. To view Freshcaller voicemail transcriptions, login to your Freshcaller account. Go to Call Metrics tab. If you see a voicemail transcription icon next to the number of a customer, click on it to open the call details section. Otherwise, you can click on the play recording icon to listen to the customer's message. For viewing all voicemail transcripts from a number, filter the call by the number and select call type as voicemail.

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