コールセンターの機能 | クラウド型電話システム

Execute a smooth call handling process

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

More about setting up your call center

Voicemail

Personalize your greetings and have custom voicemail messages for every phone number you own.

Business Hours

Operate your call center based on specific times and days that suit your business. You can always adjust as you scale.

Multi-Level IVR

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.

Shared Lines

Share one phone number across multiple users, and answer incoming phone calls from any phone, anywhere.

Call Center Mobile App

Make or take calls on Freshdesk Contact Center even when you’re on the go. Available on Android, coming soon on iOS.

Route To Groups

Route customer calls to the right agents or agent groups for a faster response or resolution.

Custom Greetings

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

Auto-Receptionist

All your incoming calls will be attended by Freshdesk Contact Center and routed to the right teams.

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.

Information Extensions

Have automated messages played for every phone number based on specific caller scenarios.

Call Failover

Smart PBX system that forwards calls to designated backup phone numbers in case of unexpected outages so that your callers can reach you at all times.

Call Blocking

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

Real-Time Phone Provisioning

Choose a phone number that you like and instantly get started - without relying on other teams to get�up and running.

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.

More about managing your call center

Real-Time Dashboard

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

Call Monitoring

Monitor ongoing calls in real-time to see how quickly your teams are able to assist callers.

Call Barging

When monitoring calls, barge in at any point to speak to the callers and the agents simultaneously.

Reporting

Filter based on call details, status, and other metrics. Effectively analyze the overall performance of your call center with real-time data.

Automatic Call Recording

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

Call Metrics

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.

Call Queue Visibility

View a list of callers who are waiting in queue to speak to an agent. Take corrective actions to ensure that callers are not kept waiting for a long time.

Agent Presence Status

Transfer calls swiftly to other offices, agents, and remote teams based on their availability - thereby reducing call hold times.

Centralized Management

Manage your entire cloud PBX system with a single dashboard. Get deep visibility into call volumes, agent activities, and phone settings across your global locations.

Call From Any Number

Choose any phone number you own and make outbound calls using the phone widget.

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.

More about enhancing your call center performance

Inbound Caller ID

See detailed information about every incoming call based on caller details and previous interactions with your business.

Customer Interaction History

See oldest to the most recent conversations that your agents have had with your customers, to pass a faster resolution.

Read more about Call Center Customer Interaction History

Call Conferencing

Prevent escalations and call transfers by adding agents to your ongoing call and assist the caller better.

After Call Work

Utilize the ‘After Call Work’ feature to ensure your agents are meticulous with their customer conversations and stay overwhelmingly productive

Warm Transfer (Upcoming)

When transferring a call, provide enough context about the customer issue to the new agent to offer a seamless phone experience.

Contextual Response And Inplace Editing

In addition to viewing caller details, get the ability to take notes and automatically add that to the customer interaction history at the end of the call.

Call Forwarding

Forward calls to your handheld devices or other numbers of your choice when you are on the go.

Call Transfer To Teams

Distribute calls to various teams and reduce hold time for the caller - get them to reach specific agents or teams quickly.

Answer In Browser

A fully modern PBX system where you can easily receive and make calls using your web browser without any hassle.

Call Notes

Take detailed notes about every call and the caller’s needs. Freshdesk Contact Center will append this information to your call history. This offers contextual visibility to other agents.

Desktop Notifications

Automatically get notified when you receive an incoming call even if you are working with another application or have minimized the browser window.

In-Call Actions

Place callers on hold, mute calls, transfer to other agents, view caller details, and keep an eye on the talk time.

You deserve a powerful call center

Phone system for a truly global business

Local Phone Numbers

Toll Free Phone Numbers

Port-In Numbers

Call Masking

International Phone Numbers

Vanity Phone Numbers

Global Phone Usage