Freshdesk Contact Center Overview

Freshdesk Contact Center offers a customizable cloud PBX system that eliminates the need for phone hardware. It features advanced routing, voice bots, and integrates with leading CRM tools.

Use Cases

Customers recommend Helpdesk Management, Call Recording, Engagement Management, as the business use cases that they have been most satisfied with while using Freshdesk Contact Center.

Other use cases:

  • Communication Management
  • Contact List Management
  • Social Media Analytics
  • Conference Call Management
  • Call Analytics
  • Collaboration
  • Training & Onboarding
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Business Priorities

Enhance Customer Relationships and Scale Best Practices are the most popular business priorities that customers and associates have achieved using Freshdesk Contact Center.

Other priorities:

  • Acquire Customers
  • Improve Internal Communications
  • Improve Stakeholder Relations
  • Launch New Products
  • Improve ROI
See all business priorities See less business priorities

Freshdesk Contact Center Use-Cases and Business Priorities: Customer Satisfaction Data

Freshdesk Contact Center works with different mediums / channels such as Phone Calls.

Freshdesk Contact Center's features include Recording, Ticketing, Dashboard, etc. and Freshdesk Contact Center support capabilities include 24/7 Support, AI Powered, Phone Support, etc. also Freshdesk Contact Center analytics capabilities include Analytics, and Custom Reports.

Reviews

"...I like that the call recordings are now only viewable by management...." Peer review by Kim S

Freshdesk Contact Center, VICIdial, Vocalcom, Enghouse Interactive, Exotel, etc., all belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Freshdesk Contact Center

Top Industries

  • Information Technology and Services
  • Accounting
  • Hospitality

Popular in

  • Small Business
  • Mid Market
  • Enterprise

Freshdesk Contact Center is popular in Information Technology And Services, Accounting, and Hospitality and is widely used by Small Business, Mid Market, and Enterprise.

Freshdesk Contact Center Customer wins, Customer success stories, Case studies

What solutions does Freshdesk Contact Center provide for Helpdesk Management?

How does Freshdesk Contact Center address your Call Recording Challenges?

Why is Freshdesk Contact Center the best choice for Engagement Management?

Why is Freshdesk Contact Center the best choice for Communication Management?

What solutions does Freshdesk Contact Center provide for Contact List Management?

28 buyers and buying teams have used Cuspera to assess how well Freshdesk Contact Center solved their Contact Center Software needs. Cuspera uses 1097 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

 

Revenues up 18%, losses down 91% - whatever Freshworks is doing, just keep doing it

Freshworks reported an 18% increase in Q2 revenues and a 91% reduction in net losses, driven by investments in AI, Employee Experience, and Customer Experience. The Freddy Copilot AI was included in ...over 55% of large new deals, with 5,000 customers now using AI products, generating over $20 million in ARR. Notable customer wins include KAYAK, Honda Motor Europe, Nexstar Media Group, and Michaels Stores, each benefiting from Freshworks' solutions.

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HelloFresh - Food & Beverages - Food & Beverages

Freshservice helped HelloFresh fix supply chain issues fast. The company replaced manual forms and spreadsheets with automated workflows and a unified portal. Teams now track incidents by ingredient ...and use advanced analytics for better reporting. Collaboration improved with Team Huddle, and agents resolve incidents faster. Finance and procurement teams track costs and claims in one place, boosting revenue collection.

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AG Barr - Manufacturing - Manufacturing

Freshservice helped AG Barr resolve 60% of tickets using AI agents. The company switched from a legacy helpdesk tool that lacked ITIL features and reporting. Freshservice offered easy integration wit...h Google Workspace, workflow automation, and asset management. AG Barr quickly adopted the platform, improved change management, and saved agents time. Over 2000 tickets are closed each month with the AI agent.

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University of Aberdeen - Education - Education

Freshservice and Freddy AI helped University of Aberdeen cut ticket resolution time by 81%. The IT team deflected 10,200 tickets and increased ticket capacity by 208%. Automation saved 405 working da...ys per year. Students and staff reported a 98.6% CSAT score. The university modernized ITSM with AI, analytics, and automation.

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Kongskilde Industries - Manufacturing - Manufacturing

Freshsales helped Kongskilde Industries digitize their sales process. The company faced low visibility into leads, poor revenue forecasting, and disconnected legacy tools. Employees chose Freshsales ...for its easy dashboard, fast setup, and strong integration. Kongskilde implemented Freshsales in just four months, staying within a $26,000 budget. Now, 50 agents use the CRM for deal management, sales forecasting, and mobile access.

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Woolacombe Bay Holiday Parks - Hospitality - Hospitality

Freshdesk Omni and Freddy AI helped Woolacombe Bay Holiday Parks cut average resolution time by 69%. Agents now feel more confident using digital channels. 83% of customers moved from phone to digita...l support. Agent satisfaction rose by 25%. Freddy AI Copilot features like tone enhancer and rephraser improved message quality and consistency across locations.

Read on →

Getting started with Freshdesk Contact Center | For admins

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Frequently Asked Questions(FAQ)

for Freshdesk Contact Center

What is Freshdesk Contact Center?

Freshdesk Contact Center is a cloud-based solution to help businesses elevate their customer experience in an effortless and affordable manner. Deploy a flexible and smart contact center in a few intuitive steps, and with zero phone hardware. No matter where the agents connect from, they will have the right context for personalized customer conversations.

Powerful features such as multi-level IVRs, business hours, and holiday settings help agents manage call volumes without compromising on customer experience. It also provides for reduced resolution times with advanced and automated routing capabilities and directing customers to the right experts swiftly

Freshdesk Contact Center provides a future-ready system with advanced voice bots, speech-enabled IVR, and native voice intelligence features such as post-call transcription. Whether the need is to look into day-to-day operations or insights to make scaling-up decisions, the extensive reporting and analytics features cover all possible requirements. Freshdesk Contact Center integrates with leading CRM and Helpdesk tools, to enable the sales and support teams to work productively.

What is Freshdesk Contact Center used for?

Freshdesk Contact Center is a Contact Center Software mainly used by its customers to Enhance Customer Relationships and Scale Best Practices by Helpdesk Management, Call Recording and Engagement Management .

What are the top features of Freshdesk Contact Center?

Recording, Ticketing and Dashboard are some of the top features of Freshdesk Contact Center.

Who uses Freshdesk Contact Center?

Freshdesk Contact Center is used by Information Technology And Services, Accounting and Hospitality among other industries.

What are Freshdesk Contact Center alternatives?

VICIdial, Vocalcom, Enghouse Interactive and Exotel are popular alternatives for Freshdesk Contact Center.

Where is Freshdesk Contact Center located?

Freshdesk Contact Center is headquartered at 2950 S. Delaware Street, Suite 201, San Mateo CA 94403.
lightning

Peers used Freshdesk Contact Center for helpdesk management and call recording

Freshdesk Contact Center Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

3.89/5 ★

Read Reviews (7)
Analytics

4.21/5 ★

Read Reviews (37)
Custom Reports

4.19/5 ★

Read Reviews (90)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.89/5 ★

Read Reviews (7)
Analytics

4.21/5 ★

Read Reviews (37)
Custom Reports

4.19/5 ★

Read Reviews (90)

Software Failure Risk Guidance

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for Freshdesk Contact Center

Overall Risk Meter

Low Medium High

Top Failure Risks for Freshdesk Contact Center

Freshworks Inc News

Executive

Freshworks Appoints Kuntal Vahalia as Senior Vice President ...

Freshworks has appointed Kuntal Vahalia as Senior Vice President, Global Channels and Alliances. Vahalia will lead Freshworks' global partner strategy, focusing on expanding upmarket and enhancing partnerships with global system integrators. His role aligns with Freshworks' strategy to grow its employee experience segment, which has reached $500 million in ARR.

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Executive

Freshworks Inc. Appoints Kuntal Vahalia as Senior Vice President ...

Freshworks Inc. has appointed Kuntal Vahalia as Senior Vice President, Global Channels and Alliances. Vahalia will lead the company's global partner strategy and execution, focusing on expanding Freshworks' presence in the employee experience segment. He brings extensive experience from previous roles at Anaplan, Salesforce, MuleSoft, and ThoughtSpot.

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Financial

Freshworks to Announce First Quarter 2026 Financial Results on ...

Freshworks Inc. will announce its first quarter 2026 financial results on May 5, 2026, with a live audio webcast scheduled to discuss the results and business highlights.

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Financial

Freshworks Schedules Q1 2026 Results for May 5

Freshworks has scheduled its Q1 2026 financial results announcement for May 5, 2026. The company will host a live webcast to discuss the quarter's performance and operational highlights. The announcement is significant as Freshworks serves around 75,000 corporate clients, including Bridgestone and Sony Music, and may provide insights into enterprise adoption trends and future growth.

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Freshworks Inc Profile

Company Name

Freshworks Inc

Company Website

https://www.freshworks.com/

Year Founded

2010

HQ Location

2950 S. Delaware Street, Suite 201, San Mateo CA 94403

Employees

1001-5000

Social

Facebook Linkedin Twitter

Financials

SERIES H