Why Freshdesk Contact Center (formerly Freshcaller) for healthcare organizations

Connect your patients in the shortest possible time

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

 

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Have personalized conversations with your patients

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: 

  • View communication history on a single screen  by integrating with your CRM and Helpdesk 
  • Take comprehensive call notes that is appended to the call history
  • Transfer calls with context to ensure your agents are in sync

 

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Security practices you can trust 

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.

 

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Security and Compliance

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+.

Read more about Freshworks' security practices

Freshdesk Contact Center capabilities for healthcare industry

Voicebot

Deflect FAQs with Freshdesk Contact Center’s AI-powered voicebot. Reduce the load on your agents and let them focus on more complex queries.  

Explore voicebot

Smart Escalations

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

Agent Extensions

Assign extensions for your team members. Give your patients the choice to quickly connect with the team member of their choice.

Queue Callback

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

Call Recording

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

Integrations  

Integrate with your helpdesk, CRM, or other productivity tools. Provide agents context on the patient’s background and save time switching between different tools.

Helpdesk Integration

CRM Integration

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