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Leverage an end-to-end, AI powered enterprise platform to unify customer experiences
By Use Case
Deliver the very best phone experience to your patients with a HIPAA ready phone system. Discover the benefits of using Freshdesk Contact Center (formerly Freshcaller) for healthcare communications.
It is absolutely critical to get your patients connected to the right agent as quickly as possible. Freshdesk Contact Center provides a comprehensive inbound routing engine that will help you do that and much more:
Create IVR menus in minutes and route callers to the right departments
Enable multiple fallback options to ensure no call goes unanswered
Give your callers a choice to opt for a callback for non-emergencies to free up your call queues
Equipped with the communication history of patients, your agents will have context of their issues and can have personalized conversations with them. Here’s how Freshdesk Contact Center provides context to your conversations:
We understand that the privacy and security of your patient’s data are of paramount importance to you. Freshdesk Contact Center is committed to adhering to the highest standards of data privacy and security.
All call data including call recordings are in an encrypted format
Flexible recording options; record calls after explicit consent, pause recordings when sensitive information is being shared.
Freshdesk Contact Center is now HIPAA ready and can sign a BAA (Business Associate Agreement) upon request.
Read our HIPAA configuration guide here.
Over 50,000 customers across the globe trust Freshworks with their data. Freshworks and its products are ISO 27001 certified. Yearly SOC 2 Type 2 attestation audits are conducted by independent third-party auditors. In addition to being GDPR compliant, Freshworks also complies with privacy shield, Cyber Essentials, and Cyber Essentials+.
Deflect FAQs with Freshdesk Contact Center’s AI-powered voicebot. Reduce the load on your agents and let them focus on more complex queries.
Stay prepared for any scenario. Choose from a variety of fallback options to ensure that you don't miss any of your patient calls.
Explore smart escalations
Assign extensions for your team members. Give your patients the choice to quickly connect with the team member of their choice.
Give your callers the choice to opt for a callback. Reduce your call queue and enable your team to talk to callers that are in need of urgent help.
Explore Queue Callback
Choose from a variety of call recording options to comply with regulations. Start/pause call recording, opt-in for call recording, or even disable call recording.
Explore call recording
Integrate with your helpdesk, CRM, or other productivity tools. Provide agents context on the patient’s background and save time switching between different tools.
“Earlier we were using desk phones to make and receive calls, our helpdesk was not integrated with our phone systems. Our agents and reps had to run to their desks if they received a call. Freshdesk Contact Center has made things convenient for us, now we can receive and make calls from our browser — no hardware, no hassle”
“Since Freshdesk Contact Center is built into Freshdesk, the integration is very seamless. We can easily see the customers’ profile and communication history – including all emails, calls and live chat history. So we easily know who the person on the other line is and can have easy access to their profile and history when we talk to them.”
“We wanted a solution that was easy to use, quick to set up and expand, and logically priced. We wanted to avoid incalculable additional costs through IT consulting, server costs, etc. and looked for a provider who would meet our requirements out-of-the-box if possible. Freshdesk Contact Center was a direct hit here.”
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