Freshdesk Contact Center Reviews & Product Details

if you need a dialing app that integrates into your CRM choose this. if you use freshsales, it integrates perfectly and allows you to make calls right from the CRM. support is very helpful and can screen share with you if you need.

pricing is expensive since you are paying per user per month and per phone per month.

making outbound calls, tracking outbound calls, recording calls, receiving and answering inbound calls

i only use the integration into freshsales CRM but it integrates cleanly and looks great. you can make calls with one click, or dial in a new number on your own if you need. the interface is very flexible. inbound calls popup works very well - it is super easy to answer calls with one click.,

checking voicemails could be easier and I wish you could do this within the freshsales CRM itself

making outbound calls, receiving inbound calls, automatic voicemail drop, IVR

the best part about this tool is that it integrates perfectly into the freshsales crm which we use for outbound calling. integration with gmail and sms text messaging for outreach are all great.

sometimes call quality can fail. wish it was easier to view voicemails.

making outbound calls, tracking recording tools as well.

easy to use dialing app that integrates into freshsales CRM. I use this app to make outbound sales calls. it is super easy to just click on a lead and be able to dial right from the interface rather than having to type in numbers.

setting up is complicated and sometimes things go awry, but the support team is super helpful in fixing quickly

outbound and inbound calls / dialing - benefits are that it tracks oubtound calls - voicemail drop makes it super easy to leave messages

The integration with freshsales allows us to live inside the CRM solution seamlessly

Keypad widget disappears if you click outside the widget

We are a small startup that needs to grow rapidly and freshcaller will allow us to efficiently reach out to hundreds of leads every week while maintaining a record of the calls.

i only use this integration wihtin the freshsales CRM but it seems to work wonderfully. its super easy to use and makes dialing a breeze. you can call to almost every country internationally and you can log calls, record calls, and take notes, etc.

pricing is a bit expensive. there are plans with price per user per month but then you have to buy credits on top of that.

being able to make foreign and domestic calls from the computer or app.

great calling app really easy to use and audio quality is excellent. no issues with calls dropping or any interference. very easy to use and integrates into freshsales CRM seamlessly.

pricing is a little expensive since you must pay for number per month, then per user per month, and also for minutes

being able to call within freshssales crm. make outbound calls and record and track these calls.

great for outbound calls. VOIP system. easy to use and dialing format is great.

difficult to set up at first and pricing is a bit expensive since you pay for number per month then per user per month, etc.

being able to make calls and dial out for outbound sales calls.

easy to make outbound calls with the dialier and show when online and active. support is super helpful and always gets back to you on time

integrating with freshsales is a bit confusing at first you can figure it out

using for outbound sales calling

great dialer and super easy to use. integrates perfectly into our CRM making it easy to dial and make calls directly from the CRM. easy to add notes right away when you are on the call so that everything gets saved.

price is a little expensive since you have to pay per phone number per line, as well as for the membership, and not a lot of features are included in the free version

being able to make outbound sales calls and record calls

Easy to use and good visibility on the dashboard

Reports are not user-friendly. And there is no dashboard for agents only admins

Customer calls in we answer. The benefit of merging and joining calls

Ease of use. Support functionality is very strong. Strong report systems. Link-up with FDesk.

No live queue for all agents showing call queue.

n/a

I like the platform in totality, as it allows a user to analyze calls, take notes during the call and understand the nuances in a call through the additional details present on the app.

Lack of chat support. Probably a feature/integration to send text messages would be handy.

Used by the sales team to make calls.

The best thing about freshcaller would be the fact that it is completly adatable to any task you can work on in a company. It means that its level of adaptability makes it easy to use and perfect at every scale of the company

The ony problem you could find is that fact that the visuals are very smalls and it might take a while to get use to the interface. But once you've get it, it is very easy to use.

Calling prospect for business develpment of inteview of future candidates. The benefit is the recording and ticket system that allow everyone to listen to the calls and it gives a second advice on business discussion for example.

No need for hardware to use, easy to operate, parametrizable to the needs of use at any time No risk of running out of service due to failures in the local system. Greater availability at any place, time and device. IVR multinivel. Smart Escalations. Business hour based routing. Call Masking Call Monitoring, Barging and Recording

Although it is not compatible with Freshservice, it would be ideal if they could integrate it to make an excellent call center for the Help and Service Desk all in one

Call Center without expensive hardware in differents places and times.

I love the simplicity of the application. We had it implemented in couple of minutes.

We had (are still having) some issues with dialing out to local phone numbers.

We are using it for day to day customer support. It works great with Freshdesk that we use as our ticketing system.

The tool is easy to implement and can get it up and running in a matter of hours. From the moment we sign up to the tool it is just a simple matter of buying a number and adding some credits to the system. From that point onwards the agents can start taking calls without any issues.

We are on the omnichannel version of Freshdesk. This means seamless integration between all three platforms (Freshdesk Support Desk, Freshdesk messaging and Freshdesk Contact Centre). At the moment I feel that the integration is lacking and has a bug a two around the integration. One key issue that we find extremely annoying and that should be addressed soon is that on occasion a call taken by an agent is logged in Freshdesk Support Desk as done by the Account Admin instead of the agent. This can be misleading when glancing over tickets as to which agent actually took the call. From an Omnichannel perspective, the integration is lacking because the contacts are not shared among the platforms. Each platform acts as standalone though it is sold as a bundle and integration feels disjointed due to this. The other issue being you can link tickets to a phone call that has been taken, however, there is no option to unlink a ticket. This is important for cases where the ticket is linked to the wrong call erroneously.

The main problem that we have solved with the contact centre is having the ability to use the tool from any location. Especially during these times is beneficial as most employees work from home now. Furthermore having the feature such as IVR is super useful for the long run as it is possivl eot asdasd

I like that I am able to answer calls with my phone using the Freshcaller phone aap.

The challenges I have are a few but important while trying to conduct seamless business practices, here is what my team and I experience. a. When speaking to our customer/student there are delays and echoes b. We must ‘Close’ a call, before we answer the next one c. When writing notes, we can’t go back in and edit them d. We would like to be able to have visual virtual features to help the caller when they can’t understand or see our instructions, such as in Zoom 'share screen' e. The software for Admin user is not as user friendly for editing such things as Business Hours and creating a ticket for a call f. It would be great to be able to interconnect the FreschCaller and FreshChat features together while on a call

We are able to make interpersonal communication via audio with a caller, instead of just a chat line, that can sometimes set the wrong tone.

Simple visual call flow creation, Android app seems to reliability notify of calls

Lack of integration in terms of not importing voicemail transcripts in tickets created in Freshdesk for a voicemail notification, the inability of Freshcaller to share/live sync contact information from freshdesk, inability to control the volume of VoIP of the Freshcaller widget within Freshdesk.

Increased logging of all support enquiries which results in more accurate reporting data, unification of our support department in terms of having the same platform of ticketing and calling.

The UI and setup process was fairly intuitive.

There is currently no app for the desktop. However the browser works well for making and receiving calls.

My company needed a virtual PABX / reception system, that provided an incoming number, the ability to route calls, the ability to take incoming calls on mobile or via PC / browser, and to make calls from that number from mobile or PC.