For your customers
For your employees
Leverage an end-to-end, AI powered enterprise platform to unify customer experiences
By Use Case
Listen, analyze and train your phone team with Freshdesk Contact Center’s (formerly Freshcaller) call recording system. Automatically record calls, pause call recording or disable call recorder. Get started today with the feature-rich and robust business call recording solution.
Call recording provides greater visibility into your phone team’s performance. It gives you insight into the quality of your customer conversations. You can listen to recordings, coach your support agents to serve customers better or provide effective selling tips to your reps.
In many industries such as banking and insurance, call recordings are essential. In some regions, you require explicit consent from the customer before recording a phone call. A well-equipped call recording system can help you comply with legal guidelines.
Knowing your caller’s history can greatly help in improving their experience. Your reps can pick up minute details from their earlier conversations and impress prospects. Your support agents will be best equipped with earlier issues and can provide better customer service.
Configuring and accessing your call recordings in Freshdesk Contact Center is simple. Once you sign up for Freshdesk Contact Center and purchase a number, you can choose from a variety of options such as record all calls, record only inbound calls, record only outbound calls, etc. In a single click, you can configure your recording preferences for a phone number. You would also be able to easily access all your recent calls and their associated call recordings in the call logs section within Freshdesk Contact Center.
If legal guidelines require you to record all your phone calls, you can easily do so in Freshdesk Contact Center. Automatically record all your conversations and reduce manual labor.
With Freshdesk Contact Center’s call recording system, your customers can opt to record their phone calls as per their wish. An IVR keypress registers their choice and based on their input the call may or may not be recorded.
Manual call recording helps you stay compliant with regulations wherein you cannot start recording a phone conversation without explicit consent from the customer/prospect. You can start recording your phone calls after consent and stay clear of all consent guidelines.
While collecting sensitive customer information, you may have to pause your call recording. Freshdesk Contact Center’s call recording system enables you to do that. Your agents can pause and resume call recording anytime during a call.
Your business could be mandated by law to not record any of your phone conversations. Our call recording feature provides you the option to not record any of your phone calls. This ensures that be it incoming or outgoing - all your phone calls are not recorded.
If you are using your phone system primarily for inbound conversations, you can choose to record only your inbound calls in Freshdesk Contact Center. This way your outbound calls will not be recorded.
If you are using your phone system predominately to make outbound calls, you can choose to record only those calls. Outbound calls are the lifeline for your sales teams. Freshdesk Contact Center automatically records these calls without burdening your sales teams with extra work.
“We had a major issue regarding a $9000 component, we went back to the call recordings, shared the recording with the customer and we were able to determine which component was having the issue. We would have potentially wasted 10 hours replacing and swapping out the wrong component, thanks to Freshcaller’s call recordings we were able to save both time and money.”
“Call recording is very helpful since we can sit down and analyze in-depth our customer care and sales teams’ calls and make up new strategies and ways to improve our work, as well as find out what works in each market.”
“Call recording has massively helped us train our sales team, before a one on one meeting, the sales manager can now review calls and provide specific training points in a meeting helping our reps in professional development. Calls are automatically logged into Freshsales and Freshdesk this removes the need for manual recording which might result in errors and also helps us save time to focus on more important tasks.”
Freshdesk Contact Center is committed to adhering to the highest standards of data privacy and security. All your call data and recordings are stored in an encrypted format.
Freshdesk Contact Center is GDPR compliant and you can delete your call recordings anytime. When you delete your Freshdesk Contact Center account, we will delete all the call recordings associated with your account.
Yes, you can delete your call recordings anytime and they would be permanently removed from our system.
We do not delete your call recordings under any circumstances. Every call will have a recording tagged to it if the recording option has been exercised. Your call recordings will be available as long as you don’t delete them or delete your account.
Yes, you can easily download your recordings with a single click in Freshdesk Contact Center. However please note that you cannot download all your recordings in one go.
Sorry, our deep-dive didn’t help. Please try a different search term.
We're sorry that your email domain is not supported. Reach out to us at firstname.lastname@example.org for more details.
An account with this email id already exists. We can help you find it.
A confirmation email with your login information has been sent. Thank you.
Your team has already registered. Contact email@example.com for details.