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Freshdesk Contact Center Logo
Freshdesk Contact Center
Effortless Customer Communication Hub
4.1
(133)
(Formerly Freshcaller)
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Freshdesk Contact Center Reviews & Product Details

Freshdesk Contact Center Overview
What is Freshdesk Contact Center?

Freshdesk Contact Center(formerly Freshcaller) is a cloud-based solution to improve a business’s customer service experience in the most cost-efficient way possible. With Freshdesk, users can deploy a flexible and smart contact center in a few steps, with zero phone hardware. Powerful features include multi-level IVRs, business hours, and holiday settings to help your agents manage call volumes without compromising your customer experience. 

Company Freshworks
Year founded 2010
Company size 5001-10,000 employees
Headquarters San Mateo, California
Social Media
Freshdesk Contact Center Categories on Findstack
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Crevio
Sponsored
5.0
(1)
$29.00/month
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Ask Questions about Freshdesk Contact Center
What Freshdesk Contact Center is best for?
How does Freshdesk Contact Center compare to Gorgias?
What are the pros and cons of Freshdesk Contact Center?
Freshdesk Contact Center Product Details
Capabilities
AI
API
Segment
Small Business
Mid Market
Enterprise
Deployment Cloud / SaaS / Web-Based, Mobile Android, Mobile iPad, Mobile iPhone
Support 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Training Documentation
Languages English
Freshdesk Contact Center Pros and Cons
Pros
  • There’s a free plan available
  • Freshdesk uses powerful Freddy AI for its conversational chatbot
  • You get access to high-quality website widgets like forms, personalized content, and click detection
Cons
  • Some key features like AI are only available on the most expensive plan.
Freshdesk Contact Center Features
Asset Management
Audit Logs
Automated Routing
Canned Responses
Change Management
Collaboration Tools
Custom Fields
Customer Feedback
Customizable Branding
Email Integration
Escalation Management
Incident Management
Knowledge Base
Live Chat
Macros/Automations
Mobile Access
Multi-channel Communication
Prioritization
Problem Management
Queue Management
Reporting and Analytics
Role-Based Permissions
SLA Management
Self-service Portal
Surveys and Feedback
Task Management
Third-party Integrations
Ticket Management
Time Tracking
User Management
Freshdesk Contact Center Media
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Freshdesk Contact Center Screenshots
Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: December 14, 2024
Freshdesk Contact Center Logo
133 Freshdesk Contact Center Reviews
4.1 out of 5
Small Business (50 or fewer emp.)
Apr 08, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"if you need a dialing app that integrates into your CRM choose this"
What do you like best about Freshdesk Contact Center?

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.

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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

Small Business (50 or fewer emp.)
Apr 08, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"great calling app"
What do you like best about Freshdesk Contact Center?

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.,

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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

Small Business (50 or fewer emp.)
Apr 06, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"awesome dialer"
What do you like best about Freshdesk Contact Center?

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.

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

making outbound calls, tracking recording tools as well.

Small Business (50 or fewer emp.)
Apr 03, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"great dialing app"
What do you like best about Freshdesk Contact Center?

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.

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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

Small Business (50 or fewer emp.)
Apr 01, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"A lot of features for the busy professional"
What do you like best about Freshdesk Contact Center?

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

What do you dislike about Freshdesk Contact Center?

Keypad widget disappears if you click outside the widget

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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.

Small Business (50 or fewer emp.)
Mar 31, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"awesome calling app!"
What do you like best about Freshdesk Contact Center?

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.

What do you dislike about Freshdesk Contact Center?

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.

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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

Small Business (50 or fewer emp.)
Mar 31, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"great calling app"
What do you like best about Freshdesk Contact Center?

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.

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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

Small Business (50 or fewer emp.)
Mar 27, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"great dialing software"
What do you like best about Freshdesk Contact Center?

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

What do you dislike about Freshdesk Contact Center?

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.

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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

Small Business (50 or fewer emp.)
Mar 25, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"easy to call"
What do you like best about Freshdesk Contact Center?

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

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

using for outbound sales calling

Small Business (50 or fewer emp.)
Mar 25, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"awesome dialer!"
What do you like best about Freshdesk Contact Center?

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.

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

being able to make outbound sales calls and record calls

Small Business (50 or fewer emp.)
Feb 21, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"Freshcaller review"
What do you like best about Freshdesk Contact Center?

Easy to use and good visibility on the dashboard

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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

Mid Market (51-1000 emp.)
Feb 17, 2020
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"Freshcaller Review"
What do you like best about Freshdesk Contact Center?

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

What do you dislike about Freshdesk Contact Center?

No live queue for all agents showing call queue.

What problems is Freshdesk Contact Center solving and how is that benefiting you?

n/a

Mid Market (51-1000 emp.)
Jun 26, 2019
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"Good Product but can be improved further"
What do you like best about Freshdesk Contact Center?

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.

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

Used by the sales team to make calls.

Small Business (50 or fewer emp.)
Mar 17, 2019
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"Freshcaller experience "
What do you like best about Freshdesk Contact Center?

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

What do you dislike about Freshdesk Contact Center?

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.

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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.

Mid Market (51-1000 emp.)
Jul 17, 2018
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"Alternative in the cloud to a virtual telephone exchange for very economical and dynamic helpdesk"
What do you like best about Freshdesk Contact Center?

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

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

Call Center without expensive hardware in differents places and times.

Small Business (50 or fewer emp.)
Mar 28, 2018
 Source
Overall Rating:
4.0
AG
Verified Reviewer
Founder
Share
"Great service, with a flow"
What do you like best about Freshdesk Contact Center?

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

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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

Mid Market (51-1000 emp.)
Oct 27, 2021
 Source
Overall Rating:
3.5
AG
Verified Reviewer
Founder
Share
"Great tool for quick and efficient deployment"
What do you like best about Freshdesk Contact Center?

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.

What do you dislike about Freshdesk Contact Center?

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.

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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

Small Business (50 or fewer emp.)
Jul 22, 2020
 Source
Overall Rating:
3.5
AG
Verified Reviewer
Founder
Share
"Good System but has some challenges"
What do you like best about Freshdesk Contact Center?

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

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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.

Small Business (50 or fewer emp.)
Jun 11, 2020
 Source
Overall Rating:
3.5
AG
Verified Reviewer
Founder
Share
"Good base functionality but lacking finer integration of associated products"
What do you like best about Freshdesk Contact Center?

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

What do you dislike about Freshdesk Contact Center?

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.

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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.

Small Business (50 or fewer emp.)
Apr 29, 2020
 Source
Overall Rating:
3.5
AG
Verified Reviewer
Founder
Share
"Freshcaller has a good user interface."
What do you like best about Freshdesk Contact Center?

The UI and setup process was fairly intuitive.

What do you dislike about Freshdesk Contact Center?

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

What problems is Freshdesk Contact Center solving and how is that benefiting you?

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.

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