Reviews onG2Capterra
167 reviews trackedThe Bottom Line
Entry price
Free plan available, paid tiers above
Biggest pro
Free tier available for getting started
Biggest con
Pay-per-minute charges apply on top of subscription fees
TL;DR - Freshcaller
- Cloud phone system and call center by Freshworks with numbers in 90+ countries
- IVR routing, call recording, AI transcription, and real-time dashboards
- Free tier available; paid plans from $15 to $69/agent/mo plus per-minute charges
Pricing: Free plan available
Best for: Growing teams
4.1/5 across review platforms
What is Freshcaller?
Freshcaller, now known as Freshdesk Contact Center, is a cloud-based phone system and call center solution by Freshworks designed for customer support and sales teams. It provides local and toll-free numbers in 90+ countries, IVR phone trees, call routing, voicemail, call recording, and real-time dashboards without requiring any hardware. The platform supports inbound and outbound calling with AI-powered features like call transcription, post-call summaries, and bot-assisted deflection on higher tiers. Freshcaller integrates with the broader Freshworks suite and third-party CRMs, with plans ranging from a free tier to $69/agent/month for enterprise contact centers.
Available on: Web
Pros & Cons
Pros
- Free tier available for getting started
- No hardware required, fully cloud-based
- Numbers available in 90+ countries
- Part of the Freshworks ecosystem with tight integrations
- Affordable Growth plan at $15/agent/mo
- 21-day free trial with no credit card required
Cons
- Pay-per-minute charges apply on top of subscription fees
- Advanced AI features only on higher-priced plans
- Freshworks ecosystem lock-in may limit flexibility
- Call quality depends on internet connection
- Rebranding confusion between Freshcaller and Freshdesk Contact Center
Ratings Across the Web
4.1(167 reviews)
Ratings aggregated from independent review platforms. Learn more
Preview
Key Features
Cloud PBX with local/toll-free numbers in 90+ countriesIVR phone trees and multi-level call routingCall recording, voicemail, and call transcriptionReal-time call center dashboards and analyticsAI-powered call summaries and agent assistInbound and outbound call managementWarm transfer and conference callingAfter-hours and holiday call routing rulesIntegration with Freshdesk, Freshsales, and third-party CRMsMobile app for managing calls on the go
Pricing
Freemium
Freshcaller offers a generous free tier with optional paid upgrades for advanced features.
Reviews
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4.1/5
Across 167 verified user reviews on G2, Capterra
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Freshcaller FAQ
How does Freshcaller support customer service operations?
Freshcaller, also known as Freshdesk Contact Center, provides a cloud-based phone system with features like IVR phone trees, call routing, voicemail, and call recording, all designed to streamline customer support interactions. It enables teams to manage both inbound and outbound calls efficiently without needing any physical hardware.
Which teams benefit most from using Freshcaller?
Freshcaller is designed specifically for customer support and sales teams that require a robust call center solution. Its features cater to organizations needing to manage high volumes of calls, track interactions, and integrate with CRM systems for a unified customer view.
How does Freshcaller compare to Dialpad?
Freshcaller offers a free tier and integrates tightly within the Freshworks ecosystem, providing a comprehensive solution for customer support and sales teams. It also provides local and toll-free numbers in over 90 countries, similar to Dialpad, but with specific AI features reserved for higher-priced plans.
What kind of limitations should users be aware of with Freshcaller?
Users should note that Freshcaller applies pay-per-minute charges in addition to subscription fees, and its advanced AI features are only available on higher-priced plans. Additionally, call quality is dependent on the internet connection, and there can be some confusion due to its rebranding from Freshcaller to Freshdesk Contact Center.
Does Freshcaller include a free tier?
Yes, Freshcaller offers a free tier for users to get started, alongside paid plans that provide more extensive features and usage. A 21-day free trial is also available for paid plans without requiring a credit card.
Can Freshcaller integrate with other business tools?
Freshcaller integrates seamlessly with the broader Freshworks suite of products, allowing for a connected ecosystem. It also supports integrations with third-party CRMs, which helps unify customer data and streamline workflows for support and sales teams.
How does Freshcaller leverage AI in its call center solution?
Freshcaller incorporates AI-powered features such as call transcription and post-call summaries to enhance agent productivity and provide insights into customer interactions. On higher tiers, it also offers bot-assisted deflection to help manage call volumes and resolve common queries automatically.
Source: freshworks.com