Freshdesk Contact Center

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What is Freshdesk Contact Center?

Freshdesk Contact Center (formerly Freshcaller) is a cloud-based call center solution. You can set-up your business call center in 2 minutes.

Freshdesk Contact Center 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

Freshdesk Contact Center Awards

Freshdesk Contact Center currently scores 87/100 in the Call Center Management category. This is based on user satisfaction (82/100), press buzz (62/100), recent user trends (rising), and other relevant information on Freshdesk Contact Center gathered from around the web.

The score for this software has improved over the past month. What is this?
  • Freshdesk Contact Center
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Call Center Management Market Radar

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Freshdesk Contact Center Product Overview

  • Multi-level IVR to include all your departments/products/brands.

  • Smart Escalations to guide callers when your agents are busy/unavailable.

  • Call Masking to make your global team seem more local and closer to businesses.

  • Call Recording to analyze and improve your communication processes.

  • Business hour based routing to help regulate your work hours.

  • Call center software for startups and small teams.

  • Your professional cloud pbx system.

Languages Supported: English

Call Center Management Software Buyer Guide 2023

Product recommendations, vendor rankings, market overview and tips on how to select Call Center Management software for business. Published in January 2023.

Call center management software solutions are similar to contact management software, but are specifically tailored towards meeting the demands of call centers. These solutions aid agents contacting customers or leads, as well as managers overseeing the ent...


Freshdesk Contact Center Features

  • 2-Factor Authentication
  • Analytics
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • CRM Integration
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • File Transfer
  • Google Apps Integration
  • History/Version Control
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Video
  • SMS
  • Call Recording
  • Custom Data Forms
  • Call Tracking
  • Call Disposition
  • Softphone
  • Click-to-Dial
  • SAP Integration
  • Report & Compliance
  • Hardware Integration
  • Comparative Reporting
  • Mobile App
  • Automatic Call Distribution
  • Auto Dialer
  • Call Logging
  • Call Monitoring
  • Call Scripting
  • Escalation Management
  • Interactive Voice Response
  • Audio Recording
Freshdesk Contact Center Pricing

Freshdesk Contact Center Pricing Plans


  • $3 Worth of Phone Credits
  • Purchase Numbers in 50+ Countries
  • All Call Center Operations During Free Trial


1 user(s) / month
  • Purchase Unlimited Phone Numbers
  • Add Unlimited Agents
  • Make Unlimited Concurrent Calls
  • Pay Only for Phone Calls Made
  • $0 Agent Fees


1 user(s) / month
  • IVR (Phone Trees)
  • Business Hour Based Routing
  • Voicemail
  • Call Recording
  • Standard Call Queues


1 user(s) / month
  • Smart Escalations
  • Call Monitoring
  • Call Barging
  • Call Conferencing
  • Warm Transfer

Plans starting from: $0.00/month Credit card required: No

Freshdesk Contact Center FAQs

Who are the main user groups of Freshdesk Contact Center?

Freshcaller is the call center software for startups and small teams. The intention is to help businesses/teams set-up and run a powerful call center without spending a lot of time and money. Freshcaller is ideal for phone teams of size 1- 30. We believe that the teams and businesses from the following sectors will benefit the most from using Freshcaller: Retail/E-commerce, B2B, Logistics & Transportation, Business Services, Software / Information Technology, Education, Leisure/Hospitality, Food & Beverages, Energy, and Governmental / Non-profit organizations.

What is Freshdesk Contact Center generally used for?

This service is used for enabling phone for businesses to handle their sales, support, finance, admin or general business operations.

What are some applications Freshdesk Contact Center is commonly used in tandem with?

It is commonly used with Helpdesk, Servicedesk, CRM's as well as ATS solutions.

Does Freshdesk Contact Center offer an API?

No - we are currently not offering an API.

Does Freshdesk Contact Center offer guides, tutorials and or customer support?

We have created numerous solution articles in our support portal and update our knowledge base quite frequently. We also provide phone, email and chat support during the weekdays and email support over the weekends.

Does Freshdesk Contact Center integrate with any other apps?

Freshdesk, one of the world's most loved helpdesk solutions uses Freshcaller to help its customers launch and maintain their phone operations. Freshcaller comes as an inbuilt phone channel inside Freshdesk. Freshcaller - being a phone application - can be used in a variety of businesses who need phones to conduct their sales and support operations.

What platforms does Freshdesk Contact Center support?

All you need is Chrome browser and a working internet connection.

Does Freshdesk Contact Center offer multi-user capability (e.g. teams)?

Yes. Freshcaller allows you to create teams who can then be configured to handle a particular set of calls based on the various call center scenarios.

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