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By Use Case
A wide range of contact center features to choose from
Be a global brand from a single location and ensure your customers receive the same personal touch of a local partner.
Buy local phone numbers across 50+ countries and make it easy for callers to reach you.
Read more about Local Phone Numbers
Provide flexible options for callers so they have the convenience to reach your business any time.
Read more about Toll Free Phone Numbers
Mask your existing phone number with an alternate number when making or receiving calls.
Read more about Call Masking
Get customers and callers to connect better with your brand and create numbers such as 1-800-GREAT-BIZ for targeted programs.
Read more about Vanity Numbers
Quickly and easily port in your existing phone numbers to Freshdesk Contact Center without having to notify customers.
Read more about Number Porting
Expand your business footprint from a single location to over 50 countries.
Read more about International Phone numbers
Pick the best carrier for your business with BYOC. Bring your own carrier or choose a carrier from a list of Freshdesk Contact Center partners.
Read more about BYOC
Smart options to enable your team handle customer calls and the queues as swiftly as possible.
Personalize your voicemail greetings, route after-hours calls to voicemail, or automate dropping voicemails.
Read more about Voicemail
Operate your call center based on specific times and days that suit your business. You can always adjust as you scale.
Read more about Business Hour settings
Set up a fully flexible PBX system with capabilities to easily route calls to your agents or teams, along with the ability to include self-service options.
Read more about IVR
Share one phone number across multiple users, and answer incoming phone calls from any phone, anywhere.
Read more about Shared Lines
Make or take calls on Freshdesk Contact Center even when you’re on the go. Available on Android and iOS.
Read more about our Phone System App
Create and manage special routing plans to handle incoming calls during holidays.
Read more about Holiday Routing
Use this opportunity to customize hold, queue, or wait time music to showcase new products, services, or announcements.
Freshdesk Contact Center will automatically let callers know their position in the queue while they await their turn to talk with your support team.
Automatically prevent spam calls and disconnect such callers from certain regions trying to contact your business.
Read more about call blocking
Receive your incoming phone calls directly on your SIP devices while still being able to use the Freshdesk Contact Center dashboard for transfers, notes, etc.
Add a unique list of holidays for every phone number purchased inside your Freshdesk Contact Center account to plan for incoming calls received during your holidays.
Empower your business to give your customers an exhilarating experience with instant answers to their concerns even without an agent.
Read more about Voicebots
Delight your customers with fast responses by routing calls to the right agents.
Read more about ACD
If you have a list of contacts, you can upload them all at once instead of creating each contact separately thus saving your time.
Set up call queues to receive callers in a streamlined manner, distribute your call load equally and create queue-based routing rules.
Read more about Call Queue Management
Create custom routing rules based on inputs from third-party systems such as your CRM or Helpdesk.
Read more about Routing Automation
Every customer is unique and should be handled differently by understanding their business needs. Get access to several functionalities in Freshdesk Contact Center that allows your business to deliver great customer engagement experience.
View call queues, agent availability information, and ongoing calls. You can even monitor or barge into ongoing calls anytime.
Read more about Real-Time Call Center Dashboard
Monitor ongoing calls in real-time to see how quickly your teams are able to assist callers.
Read more about Call Monitoring
When monitoring calls, barge in at any point to speak to the callers and the agents simultaneously.
Read more about Call Barging
Filter based on call details, status, and other metrics. Effectively analyze the overall performance of your call center with real-time data.
Read more about Call Center Reporting
Adhere to mandates that require call recording, data storage, and call logs for every customer call - use them later for monitoring and training purposes.
Read more about Automatic Call Recording
Manage your call center using our real-time service level monitoring capabilities.
Read about Service Level Monitoring
Manage every call by storing call logs, view call lifetime metrics, and keep a tab of all billing-related information for every call made or taken.
Analyze abandoned calls and understand the reasons for abandonment to build a better phone journey
Read more about Abandoned metrics
Plan your call handling capabilities and route all calls using a relevant fallback even in case of unexpected call scenarios.
Read more about Smart Escalations
With a wide range of tools, your teams can now easily manage customer calls and collaborate with internal teams in a more organized manner.
See detailed information about every incoming call based on caller details and previous interactions with your business.
Read more about Inbound Caller ID
See the oldest to the most recent conversations that your agents have had with your customers, to pass a faster resolution.
Read more about Customer Interaction History
Prevent escalations and call transfers by adding agents to your ongoing call and assist the caller better.
Read more about making Conference Calls
Utilize the ‘After Call Work’ feature to ensure your agents are meticulous with their customer conversations and stay overwhelmingly productive
Read more about After Call Work
When transferring a call, provide enough context about the customer issue to the new agent to offer a seamless phone experience.
Read more about Warm Transfer
Take detailed notes on every call. Freshdesk Contact Center will append this information to your call history. This offers contextual visibility to other agents.
Read more about Call Notes
Automatically get notified through desktop notifications when you receive an incoming call, even if you are working on another application or have minimized the browser window.
Give your customers the option to request for a callback, instead of making them wait for an agent or rep to answer their calls.
Read more about Queue Callback
Give your callers the freedom to skip the IVR menu and connect to their preferred representative or agent, directly.
Read more about Agent Extensions
Call numbers with just a single click from any webpage. Eliminate dialing errors and improve productivity with the Click-to-Call feature.
Read more about Click to Call
Use Freshdesk Contact Center’s call tags to categorize and label your calls. Choose from default tags or create your own.
Read more about Call Tagging
With custom agent statuses from Freshdesk Contact Center, agents can change their availability in real-time and supervisors can stay informed about the status of their team members.
Read more about Agent Status
Monitor and track each and every incident of your incoming and outgoing calls.
Read more about Call Lifecycle
Use Power Dialer to automate your outbound dialing and improve your customer connect rates.
Read more about Power Dialer
Try Freshdesk Contact Center - the best way to manage your virtual call center. Sign up today for a 21-day trial.
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