Freshdesk Contact Center

The platform's ability to record and show 'Canned Responses' is quite useful; it's convenient to have that information readily available, and it doesn't get in the way when you're composing your response. What you need and desire from a customer service center is going to depend on your own situation. If you're on a tight budget but still need anything to get the job done, by all means, give this a shot. You'll be glad you considered switching platforms if you're a rapidly expanding firm.

• Making phone calls using fictitious contact details.
• Have access to several virtual phone numbers from various countries.
• Conducting anonymous phone calls to foreign leaders.

• Good call quality and the option to divert all calls to voicemail when offline were both welcome improvements over our previous setup.
• The system's user-friendly interface and intuitive controls make it a breeze to set up and manage features like IVR and call routing, as well as to track and analyze trends in customer service calls.
• By using the Freshdesk Contact Center, you can eliminate call wait times by routing incoming customer service calls to any available agent on your team over a single trunk line.

Webex Calling

HubSpot Service Hub, Cisco Webex Board Series, monday.com

Freshdesk has been a saviour in terms of contact center management and getting the lines live for support. We needed to have a script clear line for our customers to get the maximum out of the support channels and Freshdesk came to the rescue with an out-of-the-box tool and ease of access.

• Call center management.
• Agent management.
• Analytics.

• Overall NPA has improved.
• Cost effectiveness due to happy customers.
• Premium usability of a good tool.

Ozonetel

Ozonetel, (EOL) Cisco CloudCenter, Zoho Assist

We did not have a good experience with FreshCaller so we discontinued use of it within two days. For some reason, it did not work well with our phone system and was constantly disconnecting calls. It was very disruptive to our employees across the enterprise as well as the team who was manning the system.

• Record ALL Calls for training and other purposes

• Negative for us as we lost two days worth of work trying to get the system to work after it had been tested before going live

In Omnia Salud we have clients all around America, so we needed a platform that could help us call other countries from Argentina. As we used Freshsales, we started using Freshcaller with 3 virtual numbers purchased from the platform. The problem we had was that it wasn't fully integrated with Freshsales or Freshdesk, and this made the daily operations a little bit tedious.

• Record Calls.
• Making calls from virtual numbers.
• Have multiple virtual numbers from multiple countries.

• Making mask calls to Leads in other countries.
• Very expensive virtual numbers in some countries (colombia for example).

Freshworks CRM (formerly Freshsales), Freshsuccess (formerly Natero), Freshdesk and Freshdesk Messaging (Formerly Freshchat)

HubSpot CRM, HubSpot Marketing Hub, HubSpot Sales Hub, HubSpot Service Hub

• Hugely efficient in being able to track call data.
• Really affordable subscription with a very simple integration into FreshSales.
• Allows us to grow and scale our outbound and inbound teams.

Vonage Business Cloud

Xero, Dropbox, Trello