For your customers
For your employees
Leverage an end-to-end, AI powered enterprise platform to unify customer experiences
By Use Case
Empower your agents to provide personalized, real-time support via a cloud-based phone system.
Different organizations structure their support teams differently. Whether your agents are located in one office for global operations, distributed in different hubs, or working remotely, the Freshdesk Contact Center dashboard can manage your multiple numbers and workflows easily. Using Bring Your Own Carrier (BYOC) capabilities or international numbers in 90+ countries, supervisors can manage numbers in one HQ even if agents are based in other countries. Agents can work on any device using Freshdesk Contact Center’s browser and mobile app (iOS & Android).
When faced with increasingly complex customer problems, even the most experienced agents need advice from their peers or other experts within the organization. Having the right collaboration tools becomes critical, because siloed conversations delay resolution time for customers. Freshdesk Contact Center makes it easy for agents to leave notes for collaborators, privately brief fellow agents before they transfer a call, and loop in the right reps from any team for a conference call. Additionally, supervisors can seamlessly join ongoing conversations and take over for agents when the need arises.
Freshdesk Contact Center’s modern phone system is already integrated with the Freshdesk ticketing system, making an agent’s workflow infinitely easier. This means that agents can quickly access a customer’s conversation history, make and receive calls, and create tickets within one platform. Additionally, Freshdesk Contact Center's advanced routing engine (composed of IVRs, smart escalations, holiday and omni-channel routing) ensures that each caller is directed to the right agent in the shortest possible time.
While your agents focus on solving complex problems and providing the best possible support, you can review the distribution of missed calls, the windows/days/periods with the highest call volume, and the amount of time customers spend waiting to get answers to their queries. With customizable reports, service-level monitoring, and detailed metrics, you can easily discern which parts of your call center are performing exceptionally and which teams or numbers could benefit from a different strategy.
The Freshdesk integration automatically converts every missed call/voicemail to a ticket so that you don't miss out on calls or voicemails.
Some customer queries may involve multiple teams/agents, use warm transfer or conference capabilities to loop in the right support agents.
Add calendar holidays and build workflows to tackle incoming calls even when your primary support team is out of office.
Route callers to the right agents and teams based on a single keypress action and include self-service options in the menu as well.
Use Freshdesk Contact Center’s dashboard to record calls for training and/or data logs while adhering to regulatory requirements.
Allow customers to secure their place in a virtual queue and end the call, instead of waiting on the line until the agent is free to take their call.
View all Freshdesk Contact Center features. Visit our features page.
“Freshdesk Contact Center (formerly Freshcaller) is now a key component of the “Blys Playbook for Excellence in Customer Service”, our internal set of guidelines and best practices. Freshdesk Contact Center (formerly Freshcaller) gives us confidence when we’re handling customers. It’s reliable and comes with features that gives us the data we need (quantitative and qualitative) to iterate on our operations.”
“Earlier we were using deskphones 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 (formerly Freshcaller) has made things convenient for us, now we can receive and make calls from our browser — no hardware, no hassle”
“We take the calls directly from Freshdesk Contact Center. It is a great way to record customer conversations and note down customer data and personal notes. It’s easy to take notes in Freshdesk Contact Center and all agents can view them before they make a call. Plus, we can set up multiple lines so that multiple agents can answer queries simultaneously.”
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