What’s new in Freshdesk Contact Center (formerly Freshcaller): Bring your own carrier and devices
“Who moved my cheese?”
We did! But we want to help you find your way to it.
Change is hard, resisting change is a lot harder. While we are thrilled by the idea of simplifying voice communication for our customers with Freshdesk Contact Center, we are also equally committed to making the transition from a traditional phone system less painful.
Over time we have realized that replacing a phone system is not a quick rip-and-replace effort. We need to ensure that the change is gradual. With that in mind, we have launched two new features that can help customers retain some parts of their old phone setup.
Bring your own carrier (BYOC)
Did you shy away from switching to a modern phone system for fear of losing your existing number? If yes, Bring your own carrier (BYOC) is the salve to your apprehensions.
You can now start using your existing phone numbers without losing any product capabilities in Freshdesk Contact Center. With the help of the SIP protocol, incoming calls can be forwarded from your current carrier to our system. You can also make outgoing calls using the same number — you don’t have to be constrained by the numbers offered by Freshdesk Contact Center. In fact, you don’t even need to purchase any new phone number in Freshcaller. Purchase a local SIP-enabled number in the country of your choice from your local carrier and get started with Freshdesk Contact Center right away.
Bring your own devices (SIP connections)
Switching to a cloud-based phone system is the way forward. But the sudden behavior change of moving from a hard phone to a browser-based system might impact user productivity in the short term — has this thought crossed your mind?
Guess what? You can now connect your existing hard phones or softphone devices with your Freshdesk Contact Center account using the SIP protocol. Take advantage of the Freshdesk Contact Center call controls such as transfers, notes, etc. while you continue to answer calls on their existing phone device. This ensures a smoother transition for your users. Truly the best of both worlds.
Sounds exciting? Check out our solution articles for details on how to set it up or watch this short video to get started.
Keep it coming!
We would like to sincerely thank customers who helped us understand the value of these features. We’ve received a lot of encouraging feedback from customers who loved our product but were unable to use it because of number availability or the hassle of change management. We hope this will enable such customers to switch to a modern phone system with ease.
As always, we can’t wait to hear more feedback and understand your business needs. Please drop us a note at email@example.com.
Illustrations by Nikhil Kanda
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