Freshworks provides intelligent customer engagement software for businesses of all sizes, making it easy for teams to win customers for life. Freshworks SaaS products are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers throughout the world.
Their call tracking solution, Freshcaller, is a business VOIP system specialized for running an online call center that doesn’t need to be directly incorporated into a business’ core phone system. It provides a strong set of inbound and outbound calling features such as logging, recording and monitoring, and it integrates with the full selection of Freshworks software, including CRM software like Freshdesk.
Freshcaller offers a full suite of call tracking and management features, save for the fact that it doesn’t provide attribution of calls by keyword or specific campaign. Its system lets users purchase local and international numbers, toll-free numbers and vanity numbers in 40 countries. It also offers multi-level IVR solutions and real-time call center insights and reporting. All this functionality is run strictly through the internet, with no local installations required.
Pros & Cons
Freshcaller’s call center focus comes with features like an auto-receptionist, group routing and “smart escalation,” automatically redirecting calls when there’s no agent available. It tracks customer interaction history and makes that data readily available to agents.
- Automated features like auto-receptionists, group routing and smart escalation
- Tracks customer interaction history in detail
What Customers Are Saying
- Starting Price
- Caller Database/Profiles
- Caller ID
- CRM Integration
- CRM integration with Freshdesk
- Multi-level IVR solutions
- Real-time insights and reporting