Introduction || Freshdesk Contact Center Review
Freshdesk Contact Center is software designed to facilitate effortless voice-driven conversations services. Formerly known as Freshcaller, is one of the best cloud-based call center solutions and has been in the market for quite some time. You should also keep in mind that Freshdesk Contact Center is a part of a broader chain of office management solutions by Freshworks Inc.
Freshdesk Contact Center lets you establish a call center that will work up towards success. It is a softphone-based service and a hassle free call center software that works very well for distributed contact centers of all types. This hassle-free call center software is customarily classified as a VoIP service provider, except its design is inclined towards call center management rather than general business uses. It leads to either IT help desk companies with huge numbers of employees or a customer handling service desk for product-based companies using this best cloud-based call center solution.
Freshdesk Contact Center comes with a wide range of features, the most vital of them being the softphone experience. Albeit, Freshworks has included the “Session Initiation Protocol (SIP)” handset as well.
Before we go further into the review I would like to explain a little bit about the Softphone. A Softphone is an online solution or software that allows you to make a telephone call via computer or a smartphone but through the internet instead of regular means. And Softphones are wildly popular among call centers and sales operation teams. As it makes for quick, easy, and high volume call handling. The call interventions in a Softphone system are easy. It facilitates all sorts of flexibility that an organization with the call center, sales operations, and tasks of similar nature. A Softphone-driven system is also very good for remote working as with a minimal setup employees can work from any location.
Freshdesk Contact Center: Features Overview || Freshdesk Contact Center Review
Freshdesk Contact Center has numerous features that are not limited to Softphone function alone. It is built to facilitate seamless customer interaction with IVR, workflow automation among other things. Here is a quick synopsis of some of the most important features offered by Freshdesk Contact Center:
- Flexible Operation Through Mobile App: The pandemic year and its consecutive months have shown that working from can be possible. And this hassle-free call center software helps in realizing a remote call center space. Even to the point where everything happens through a mobile application, as Freshdesk Contact Center offers a mobile application for both Android and iOS devices. Agents can directly collect all the information of a sales lead or prospect and initiate calls from the Freshdesk Contact Center mobile app.
- Team Performance Metrics: Freshdesk Contact Center has a performance supervising feature. It includes functions such as supervisor controls, calling team performance, and on-site presence. The reports are provided in a neat dashboard type arrangement. What makes it one of the best call center solutions is its report customizations based on different productivity factors such as agent output, monitoring ongoing calls, etc. It even lets you intrude into calls in real-time.
- Intelligent Call Routing: What makes Freshdesk Contact Center one of the top contenders for best cloud-based call center solutions is its perceptive call routing. No matter how strenuous your call center ops are, Freshdesk Contact Center has features to simplify them. It is capable of managing across various time zones. You can configure teams and individuals, allot them time zones that are managing and there you are! This can be taken a step further where you can add IVR responses and route calls to teams based on the specific query requirements of your requirements. Plus, you get access to the Freddy AI engine of Freshworks system to subside frequently asked inquiries. It will
- A Virtual Phone System Built For Business: Freshdesk Contact Center helps you set up a virtual phone system with no code setup. The cost of ownership is low as it is covered under your subscription plan, and you will not have to worry about managing an IT infrastructure, as Freshdesk Contact Center works on Cloud. Among other things, you will also end up saving a pretty penny on the Hardware as well. This hassle-free call center software is also simple to scale up or down as per process requirements.
- International Virtual Phone System: You can set up international calling operations for over 90 different countries with Freshdesk Contact Center. You can do that in three easy steps:
Step 1: Buy the phone numbers that you need. You can select from local, toll-free, and VIP numbers from across the world.
Step 2: Add your agents, admins, managers. Create different tasks, and assign them as per operational requirements.
Step 3: Completely set up your call-flows, with voice-mails, IVRs, and initiate the calling process.
- Number Porting: If you are using a call center management software currently, you will have an easier time switching to Freshdesk Contact Center. Instead of giving up your numbers, you can port numbers from your Google Voice, Twilio, and other call carriers.
- Voicebot: Prepare a premeditated IVRS response for regular queries and the in-built Freddy AI will help customers directly to the said responses for quick answers.
- Unique Phone Reporting Analytics: Freshdesk Contact Center has a very modern approach to reporting for call centers. It breaks down reports based on different aspects for better quantification and quality assessment. These include analytics based on process, conversation, and team performance.
The real-time dashboard of Freshdesk Contact Center also lets you monitor the entire call center operations on the go. This doesn’t only extend its functionality to team-based outlooks but also individual agents. - The Ingenious Voicebot: Freshdesk Contact Center continues to be a hassle-free call center software, through its clever voice bots. It is a bot powered by Freddy AI that interacts with customers for quicker query management.
It can be used for a variety of reasons. E.g. If a customer calls during off-hours, the voice bot can take the request and assign it to the desired team and inform the caller that they have called during off hours, but they will receive their response the following working day. Or, you can use a voice bot for customer management 24/7. It can be done by creating readymade answers for the most sought-after doubts and inquiries. Voicebot will address them whenever asked.
Freshdesk Contact Center: Softphone User Experience || Freshdesk Contact Center Review
The basic setup includes testing your internet connectivity to ensure that it upholds the required workload. It also includes home networks of work from home employees or any other off-site location they are operating from. It can cause some operational issues. However, it is not a bug of Freshdesk Contact Center, rather it is a common problem with the work from home setup.
Freshworks Inc. (the company that made Freshdesk Contact Center) uses Twilio APIs on the back-end to encrypt all communications. This actually helps in protecting information from the above-mentioned home networks. It is a great feature to have. Nevertheless, such protective measures can cause a slowing down of operations, as most home networks are not built to manage call center-like tasks. Since Freshdesk Contact Center is designed for customer interactions, it is recommended to test your network prior to implementation. Or you might end up receiving messed-up speech or complaints from an already exasperated customer.
Following this, you will have to enter your credit card details for the number of minutes and phone numbers you are using. It is mostly cheap, as the prices run up to as much as $1 per number. Once this step is completed you are ready to receive and make calls. A really cool thing about Freshdesk Contact Center’s general VoIP plan is that its Softphone feature works entirely through a web browser, which is a massive convenience. No need to download, install, and configure clunky PC client applications like the web app works smoothly. It is built with an immersive responsiveness interface for all functionalities counting admin tools.
Making a call includes either selecting a contact or typing in a number. You may face small problems with a system that has multiple audio devices connected. But that is nothing to write home about, as you can correct it by switching to wired headsets and disabling Bluetooth.The aforementioned mobile applications are available for both iOS and Android devices. The applications let you and your agents perform their duties smoothly but it does not have total feature parity with the web client.
Freshdesk Contact Center Pricing || Freshdesk Contact Center Review
Freshdesk Contact Center offers 4 different price plans. These are:
- Free Forever: 0$ per user per month
Includes; Local numbers, toll-free numbers, inbound caller, web app notifications, call notes and metrics, custom greetings.
- Growth Plan: 15$ per user per month
Includes; everything in the free version, up to free 2000 incoming minutes per month, number porting, basic call queues, voicemail, wait queues, call recording, reports, and warm transfer.
- Pro Plan: $39 per user per month
Includes; everything in the Growth Plan, 3000 free incoming minutes per month, Holiday routing, advanced call metrics, call barging, call center agent status, call recording opt-out, Queue callback, Power Dialer, call lifecycle, etc.
- Enterprise Plan: $69 per user per month
Includes; everything in Pro Plan, 5000 free incoming minutes per month, omnichannel recording, speech enabled IVR, voice bot, abandoned call metric, 5000 bot sessions per month.
Note: All these plans are billed annually.
Final Thoughts on Freshdesk Contact Center
Freshdesk Contact Center is one of the best cloud-based call center solutions for organizations that want to run call-based operations. But there is a small catch to it, there are too many features attached to plans that you may or may not require. So there may be some kind of buyer’s remorse, on the other hand, you will save expense when your business operations scale up. Overall it is an airtight hassle-free call center software.
