Customer stories

Product Business Settings

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

Freshdesk Contact Center Product 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.

How satisfied the customers are with Freshdesk Contact Center use-cases

Reviews

"...There are call monitoring options for supervisors during call and we make it a point to listen to all the call recordings together to improve our communication...." Peer review by Alexandre Schio, Director of Operations, Loupen Tecnología

Freshdesk Contact Center Customer Insights, Testimonials and Case Studies

How does Freshdesk Contact Center facilitate Helpdesk Management?

How does Freshdesk Contact Center address your Call Recording Challenges?

How can Freshdesk Contact Center optimize your Engagement Management Workflow?

What makes Freshdesk Contact Center ideal for Communication Management?

What makes Freshdesk Contact Center ideal for Contact List Management?

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?

XCALLY, VICIdial, Vocalcom and CallTools 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.

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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University of Pennsylvania - Education - Very Large

Freshservice helped the University of Pennsylvania upgrade a 15-year-old ticketing system. The finance division launched BEN Helps, a self-service portal for financial support. In six months, agents ...processed 30,000 tickets across 30+ departments. Workflow automation and smart query assignment improved efficiency. The new hub made it easier for admins, students, and faculty to get financial help fast.

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DPD BeLux - Transportation/Trucking/Railroad - Very Large

Freshservice helped DPD BeLux boost productivity by 10%, raise employee satisfaction by 51%, and speed up resolution time by 73%. DPD BeLux replaced fragmented workflows and an underused ticketing sy...stem with a unified ITSM platform. The new solution improved incident management, self-service, asset tracking, and analytics. Integrations with Docusign and Jira streamlined operations. Employees now collaborate better and resolve issues faster, leading to higher satisfaction.

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D'Youville University - Education - Medium

Freshservice helped D'Youville University move from a slow, on-premise ITSM to a fast, cloud-based system. The university improved SLA compliance to 91% and cut average response and resolution times ...to under 24 hours. Asset management accuracy jumped to 95%. Automations and analytics made IT support easier and faster. The IT team now spends more time on big projects and less on manual work.

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Aramex - Transportation/Trucking/Railroad - Very Large

Freshservice helped Aramex cut ticket resolution time by 35% and boost agent productivity by 50%. The company saved $56,000 after switching from a rigid in-house IT service desk. Freshservice's simpl...e interface and automation features made IT support faster and easier. Aramex now uses a multi-channel service desk and plans to expand Freshservice to more teams.

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Lalamove - Transportation/Trucking/Railroad - Large

Freshsales and Freshdesk helped Lalamove boost sales conversions by 24%. The company saw a 58% increase in customer engagement. Lalamove replaced manual CRM processes with Freshworks solutions. Unifi...ed customer records and integration with Microsoft Teams improved efficiency. The sales and support teams now work faster and connect better with customers. Freshworks made account management and customer support smoother.

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Getting started with Freshdesk Contact Center | For admins

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Peers used Freshdesk Contact Center for helpdesk management and call recording

Freshdesk Contact Center Competitors

Freshdesk Contact Center Features

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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

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Top Failure Risks for Freshdesk Contact Center

Freshworks Inc News

Executive
 

Freshworks Puts Revenue Growth in Focus with Unified Global Sales ...

Freshworks has promoted Ian Tickle to Chief Revenue Officer, unifying its global sales under his leadership to drive revenue growth. This strategic realignment aims to enhance sales cycles and customer engagement, coinciding with Freshworks' recent financial successes, including profitability and record cash flow.

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Executive
 

Freshworks Unifies Global Sales Organization to Accelerate...

Freshworks has restructured its global sales organization by appointing Ian Tickle as Chief Revenue Officer, aiming to accelerate revenue growth. Tickle, previously Chief of Global Field Operations, will oversee sales, customer success, and experience functions. This move follows Freshworks' recent profitability and raised revenue outlooks, emphasizing streamlined operations and enhanced customer value.

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Financial
 

Freshworks posts $838.8M revenue and 2025 profit

Freshworks reported a revenue of $838.8 million for 2025, indicating a profitable year.

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Financial
 

Freshworks Reports Fourth Quarter and Full Year 2025 Results

Freshworks reported its financial results for Q4 and full year 2025, showing a 16% revenue growth year-over-year. The company achieved $838.8 million in total revenue for 2025, with a significant increase in non-GAAP operating income. Freshworks' AI-powered software contributed to strong product adoption, and the company onboarded new customers like Armanino and ENGIE Impact. The acquisition of FireHydrant was announced to enhance IT Service Management offerings.

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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

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Financials

SERIES H