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
See all use cases See less use cases

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

"...It offers functionalities such as live insights, historical reporting that ensures complete visibility & control and enables you to optimize your company s call center operations...." Peer review by Kyrstine C, Operational Specialist

Peer review evidence (same sources as the product rating summary)

"...It offers functionalities such as live insights, historical reporting that ensures complete visibility & control and enables you to optimize your company s call center operations...." Peer review by Kyrstine C, Operational Specialist
"...In-call functions (mute, hold, transfer etc.), Call Notes, Conferencing - Supervisors: Live dashboard, Reports, Service Level Monitoring (SLM), Call Monitoring & Barging - Admins: Business & non-business hours routing, Holiday Routing, Smart Escalations, IVRs, Call Queues, SIP Connections, Call Recordings..." Peer review
"...Engage in contextual conversations with your callers without any hardware nor maintenance costs...." Peer review from Freshworks

Freshdesk Contact Center, XCALLY, VICIdial, Vocalcom, CallTools, 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

How does Freshdesk Contact Center facilitate Helpdesk Management?

What makes Freshdesk Contact Center ideal for Call Recording?

How does Freshdesk Contact Center facilitate Engagement Management?

What solutions does Freshdesk Contact Center provide for Communication Management?

How does Freshdesk Contact Center facilitate 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.

 

Vanquis - Banking - Medium

Vanquis Selects Freshworks to Modernize Service Management as Gateway Transformation Nears Completion

London, UK

Vanquis, a UK specialist bank, has chosen Freshworks' Freshservice platform to modernize its service management as part of its Gateway transformation program. Freshservice will simplify operations, i...mprove colleague experience, and support Vanquis' digital-first strategy by providing a unified platform for service management, asset visibility, and workflow automation.

Read on →
 

Vanquis - Banking - Medium

Press Releases: Freshworks Newsroom

UK

Vanquis, a UK specialist bank, has selected Freshworks' AI-powered Freshservice platform to enhance its service management as part of its digital transformation efforts.

Read on →
 

Ryan Specialty - Financial Services - Large

Ryan Specialty delivers first-class support with Freshworks

Chicago, USA

Ryan Specialty, a Chicago-based specialty insurance firm, adopted Freshworks' Freshservice and Freshdesk platforms to enhance customer support and IT change management. This move led to a 20% increas...e in CSAT scores and improved ticket resolution efficiency. The integration supports both internal and external customer needs, consolidating multiple support teams onto a unified platform.

Read on →
 

Daikin - Manufacturing - Very Large

Osaka, Japan

Daikin used Freshdesk Omni to improve its post-sales service in Brazil. The company wanted to organize customer support and manage SLAs better. Daikin set up new processes and used analytics to track... tickets and service levels. They integrated Freshchat with WhatsApp for faster communication. As a result, Daikin saw better SLA performance and higher customer loyalty. The changes helped support growing sales and a stronger market position.

Read more →
 

Seagate Technology - Manufacturing - Very Large

Fremont, USA

Freshservice helped Seagate replace its legacy ITSM platform in just three months. The company deployed AI at scale, achieving a 32% ticket deflection rate with Freddy AI Agent through Microsoft Team...s. Seagate rebuilt workflows and automated asset management, surfacing over 10,000 assets. Agents resolved tickets from day one with minimal training. Lower platform costs allowed IT to focus on higher-value work.

Read more →
 

Zoomcar - Transportation - Medium

Bangalore, India

Zoomcar used Freshchat and Freshdesk to improve customer support for its ZAP Subscribe program. They reduced first response time by 98.33% and cut resolution time to 15 minutes. Agent efficiency incr...eased by 20%. Customers now get fast, in-app help instead of waiting on calls. Integration with Freshdesk lets Zoomcar track and resolve issues more easily. 74% of customers prefer Freshchat for quick answers and reporting issues.

Read more →

Getting started with Freshdesk Contact Center | For admins

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Frequently Asked Questions (FAQ)

What buyers ask before choosing 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?

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.
lightning

Peers used Freshdesk Contact Center for helpdesk management and call recording

Freshdesk Contact Center Competitors

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

Product

Freshworks expands Freddy AI with email & workflows

Freshworks has expanded its Freddy AI service software, adding workflow creation tools, email support, and agent assistance. New features include AI agent workflows in Freddy AI Agent Studio, Freddy AI Agent for Email, and enhanced file handling. Freddy AI Copilot now offers continuous assistance and a conversational interface. Broader updates include a Model Context Protocol gateway for external AI tool integration and various product improvements.

Read more →
Executive

Freshworks appoints Ryan Manning as Chief Product and Technology Officer

Freshworks has appointed Ryan Manning as Chief Product and Technology Officer. Manning will unify product and technology strategies across Freshworks' AI, IT, and customer experience products. He replaces Srinivasan Raghavan and will report to CEO Dennis Woodside. Manning was previously Chief Product Officer at BMC Helix and has held leadership roles at ServiceNow.

Read more →
Product

Growth Strategy: Freshworks FedRAMP Federal IT

Freshworks has secured the FedRAMP 'In Process' designation for its AI-powered service operations platform, Freshservice. This listing on the FedRAMP Marketplace allows federal agencies to evaluate the platform, positioning Freshworks to tap into the $102 billion federal IT market. The platform, hosted on AWS GovCloud, aims to automate workflows and unify service delivery, promising rapid deployment.

Read more →
Product

Freshworks Achieves FedRAMP® "In Process" Designation for Freshservice ...

Freshworks has achieved FedRAMP "In Process" designation for its AI-powered platform, Freshservice, marking progress towards full authorization for U.S. federal agencies. This milestone enhances Freshworks' ability to offer secure, modern service management solutions to government entities, leveraging its partnership with AWS GovCloud for compliance and security.

Read more →

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