TrustRadius: an HG Insights company

Freshdesk Contact Center

Score6.9 out of 10

27 Reviews and Ratings

Get a Demo

Top Performing Features

+13%

Audio conferencing

Audio conferencing credentials for all on the system.

Cat avg: 8.5

+10%

Message alerts

Receive SMS and email message notifications for voice and fax messages

Cat avg: 8.6

+16%

Call reports

Historical call analysis and trending metrics

Cat avg: 8.1

+11%

Directory of employee names

Voice directory of all employees for self-service dialing

Cat avg: 8.3

Worst Performing Features

+6%

Multi-level Interactive Voice Response (IVR)

IVR is a phone menu allowing callers to interact with the system through voice and keypad

Cat avg: 7.7

+2%

Call screening

Ability to block numbers or send calls directly to voicemail

Cat avg: 8.3

+2%

Answering rules

Ability to enter rules to route calls to main number or other extensions in case of absence

Cat avg: 8.3

Freshdesk Contact Center Features from Reviews

Cloud PBX

A cloud PBX system is based on cloud computing technology where data is stored and transferred over the intenet without any need for on-site PBX equipment

8.9+13%

  • Hosted PBX

    Hosted telephony infrastructure obviated the need for local PBX hardware

    Category average: 7.9

  • Multi-level Interactive Voice Response (IVR)

    IVR is a phone menu allowing callers to interact with the system through voice and keypad

    Category average: 7.7

  • Call reports

    Historical call analysis and trending metrics

    Category average: 8.1

  • Directory of employee names

    Voice directory of all employees for self-service dialing

    Category average: 8.3

Call Management

Customized phone system settings

8.9+8%

  • Answering rules

    Ability to enter rules to route calls to main number or other extensions in case of absence

    Category average: 8.3

  • Call recording

    Automatic recording of inbound and outbound calls

    Category average: 8.4

  • Call park

    Ability to hold calls in virtual location and subsequently access from any phone in system

    Category average: 8.1

  • Call screening

    Ability to block numbers or send calls directly to voicemail

    Category average: 8.3

  • Message alerts

    Receive SMS and email message notifications for voice and fax messages

    Category average: 8.6

VoIP system collaboration

Team collaboration via cloud phone system

9.6+18%

  • Audio conferencing

    Audio conferencing credentials for all on the system.

    Category average: 8.5

Freshdesk Contact Center Features from the Vendor

Cloud PBX

Vendor-contributed

  • Hosted PBX

    Hosted telephony infrastructure obviated the need for local PBX hardware

  • Multi-level Interactive Voice Response (IVR)

    IVR is a phone menu allowing callers to interact with the system through voice and keypad

  • Call reports

    Historical call analysis and trending metrics

  • Directory of employee names

    Voice directory of all employees for self-service dialing

Call Management

Vendor-contributed

  • Answering rules

    Ability to enter rules to route calls to main number or other extensions in case of absence

  • Call recording

    Automatic recording of inbound and outbound calls

  • Call park

    Ability to hold calls in virtual location and subsequently access from any phone in system

  • Call screening

    Ability to block numbers or send calls directly to voicemail

  • Message alerts

    Receive SMS and email message notifications for voice and fax messages

VoIP system collaboration

Vendor-contributed

  • Audio conferencing

    Audio conferencing credentials for all on the system.

Additional Features

Vendor-contributed

  • Custom greeting message

  • Voicemail

  • Call routing

  • Call Barging

  • Number porting

  • Answer on mobile

  • Smart Escalation

  • Call Metrics

  • Call conferencing

  • Inbound caller ID

  • After Call Work