Phone system for a truly global business

Be a global brand from a single location and ensure your customers receive the same personal touch of a local partner.

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Set up a smooth call handling process

Smart options to enable your team handle customer calls and the queues as swiftly as possible.

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Set Up Custom Greetings

Use this opportunity to customize hold, queue, or wait time music to showcase new products, services, or announcements.

Maximize Responses with Wait Queues

Freshdesk Contact Center will automatically let callers know their position in the queue while they await their turn to talk with your support team.


Block Spam Calls

Automatically prevent spam calls and disconnect such callers from certain regions trying to contact your business.

Read more about call blocking

Answer Calls on SIP Phones

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.

Upload Your Holiday Calendar

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.

Automate Your Call Distribution

Delight your customers with fast responses by routing calls to the right agents.

Read more about ACD

Import Your Contacts 

If you have a list of contacts, you can upload them all at once instead of creating each contact separately thus saving your time. 

Effective Call Queue Management 

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


Automate Your Call Routing 

Create custom routing rules based on inputs from third-party systems such as your CRM or Helpdesk. 

Read more about Routing Automation

Monitor and manage the communication experience

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.

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View Call Metrics and Summary

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.

Features to boost your call center performance

With a wide range of tools, your teams can now easily manage customer calls and collaborate with internal teams in a more organized manner.

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Communicate through Call Notes

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

Stay Notified

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.

Agent Extensions

Give your callers the freedom to skip the IVR menu and connect to their preferred representative or agent, directly.

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Click to Call (Chrome Extension)

Call numbers with just a single click from any webpage. Eliminate dialing errors and improve productivity with the Click-to-Call feature.

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Call Disposition Codes (Call Tagging)

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

Custom Agent Status

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. 

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Get visibility into every call with Call Lifecycle

Monitor and track each and every incident of your incoming and outgoing calls.

Read more about Call Lifecycle 

Automate outbound calls with Power Dialer

Use Power Dialer to automate your outbound dialing and improve your customer connect rates.

Read more about Power Dialer