Marg Freshdesk Contact Center (Formerly Freshcaller)
Marg ERP 9+
4.6
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What is Freshdesk Contact Center?
Freshdesk Contact Center is a cloud-based contact center solution developed by Freshworks that enables businesses to manage customer communications across voice, email, chat, and social media from a single unified platform. It offers built-in telephony, intelligent call routing, IVR menus, call recording, analytics, and integrated ticket management. Agents can handle inbound and outbound calls directly through their browser, while supervisors track team performance using real-time dashboards and reports. The platform also includes AI-powered voice bots to manage routine inquiries, reduce wait times, and improve overall efficiency, helping organizations deliver faster and more streamlined customer support.
Pricing of Marg ERP-Pharmaceutical Industry Software
Pricing plans
Introduce pricing plans
Simple, transparent pricing that grows with you. Try any plan free for 30 days.
Free
USD 0.00 //agent/month + pay/min, billed annually
USD0.00
Perfect for your business requirements and platform usage.
BOOK A DEMO- No FREE minutes
- Buy Local Numbers
- Buy Toll-free Numbers
- Inbound Caller ID
- Desktop Notifications
- Call Notes
- Custom Greetings
- Call Metrics
- Conversation Properties
- Inbox
Growth
USD 11.57 //agent/month + pay/min, billed annually
USD0.00
Perfect for your business requirements and platform usage.
BOOK A DEMO- Up to 2000 incoming minutes/month FREE
- Number Porting
- Basic Call Queues
- Wait Queues
- Voicemail
- Warm Transfer
- Cold Transfer
- Call Recording
- Pre-built Reports
- Parallel Calling
- Queue Transfer
Pro
USD 32.41 //agent/month + pay/min, billed annually
USD0.00
Perfect for your business requirements and platform usage.
BOOK A DEMO- Up to 3000 incoming minutes/month FREE
- Holiday Routing
- Advanced Call Metrics
- Call Barging
- Call Center Agent Statuses
- Call Recording Opt-out
- Agent Availability Report
- Queue Callback (Virtual Hold)
- Routing Automation
- Call Lifecycle
- Call Monitoring
- Pause Recordings
- IVR (Phone Trees)
- Custom Reports
- Call Conferencing
- Bring Your Own Carrier
- SIP Connections
- Agent Extensions
- Smart Escalations
Enterprise
USD 57.91 //agent/month + pay/min, billed annually
USD0.00
Perfect for your business requirements and platform usage.
BOOK A DEMO- Up to 5000 incoming minutes/month FREE
- Speech Enabled IVR (Phone Trees) FREDDY
- Abandoned Call Metrics
- Service Level Monitoring
Key Specification
| Other Categories: | |
|---|---|
| Deployment: | Cloud Hosted |
| Customer Support: | Phone,Online (Ticket),Business Hours |
| Customization: | Yes |
| Languages Support: | English |
Who uses Freshdesk Contact Center (Formerly Freshcaller)
Company Details
- Company Name: Freshdesk Contact Center (Formerly Freshcaller)
- Headquarter: San Mateo, California United States
- Website: Visit Website
Freshdesk Contact Center (Formerly Freshcaller) Description
Why Choose Freshdesk Contact Center?
Businesses choose Freshdesk Contact Center because it unifies telephony, customer support, and automation within a single, easy-to-use call center platform. Developed by Freshworks, it eliminates the need for separate tools for calling, ticketing, and reporting by providing a centralized dashboard. Intelligent call routing directs customers to the right agent based on skills or availability, improving first-call resolution and reducing transfers. The platform also supports remote teams, enabling agents to work from anywhere while managers track performance and service levels in real time. AI-powered voice bots handle common inquiries, lowering wait times and reducing agent workload. Seamless CRM and business app integrations give agents full customer context during conversations, allowing for faster and more personalized support.
Key Benefits
- Reduced wait times through automatic call distribution
- Higher first-call resolution with skill-based routing
- Support for remote and distributed teams
- Lower operational costs with cloud telephony
- Centralized communication across phone, email, chat, and social channels
- Real-time analytics and performance dashboards
- Improved customer satisfaction through quicker responses
- Strong team collaboration and internal coordination
- No missed calls with voicemail and call queues
- Call recording for quality checks and agent training
How to Use Freshdesk Contact Center
Businesses begin by creating an account and selecting or porting a phone number. Administrators then configure IVR menus, routing rules, and call queues to ensure calls reach the correct teams. Agents log in via a web browser to manage calls, emails, or chats from a unified interface. Each interaction is automatically converted into a ticket for tracking and resolution. Supervisors can monitor live calls, review recordings, and analyze performance reports to enhance service quality. CRM integrations provide real-time customer data during conversations, and AI voice bots can be activated to automate routine queries.
Core Features
- Automatic Call Distribution (ACD)
- Multi-level IVR menus
- Built-in cloud telephony
- Call recording and monitoring
- Omnichannel support (voice, email, chat, social)
- Integrated ticketing system
- Real-time reporting and analytics
- AI voice bots and workflow automation
- Voicemail, call queues, and conferencing
- CRM and third-party integrations
What Makes It Different?
Freshdesk Contact Center stands out as a fully cloud-based solution that combines contact center capabilities with helpdesk and automation tools in one ecosystem. Unlike traditional voice-only systems, it supports omnichannel communication, allowing customers to switch channels without losing context. AI voice bots and automated workflows reduce repetitive tasks, while real-time dashboards provide instant visibility into performance metrics. The system can be deployed quickly without hardware installation, making it flexible for both small businesses and growing enterprises.
Who Can Benefit?
The platform is ideal for customer support teams, sales departments, e-commerce businesses, IT helpdesks, startups, and large enterprises that manage high volumes of customer interactions. Remote teams benefit from browser-based access, while managers gain insights through advanced analytics. Any organization aiming to enhance customer experience, improve response time, and increase operational efficiency can benefit from implementing Freshdesk Contact Center.
Is It Easy to Use?
Yes, the platform is designed with a simple web-based interface that requires no complex installations. Agents can manage conversations from multiple channels within a single dashboard, while automation reduces manual tasks. Managers can monitor calls and performance metrics through visual reports. Its intuitive design ensures quick onboarding with minimal training.
What Support Does It Offer?
Freshdesk Contact Center enables businesses to provide support via phone, email, chat, and social media within one platform. Internal collaboration tools, automated ticket tracking, SLA monitoring, and escalation rules ensure timely resolution of issues. Administrators have access to documentation, onboarding resources, and analytics tools to continuously improve service delivery. Call recordings and detailed reports help maintain consistent service quality and support ongoing agent training.
Key Features & Specifications
- Outbound Call Center
- Inbound Call Center
- Concurrency Support
- Queue Management (Calls)
- IVR Support
- Auto Call Recording
- Call Monitoring
- Live Chat
- Progressive Dialer
- Predictive Dialer
Freshdesk Contact Center (Formerly Freshcaller) Video
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User Reviews
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PROS & CONS
What are the best aspects of this product?
It works well and smooth for my help desk. The flexibility for messages and call queues are excellent. They are routed to the right people/department accordingly on time. This means all delays and manual works are eliminated. Just smooth operation.
What aspects are problematic or could work better?
It currently doesn’t have the agent’s working hours.
What specific problems in your company were solved by this product?
With Frescaller, we can now handle all calls of clients in a faster and more convenient way. We had serviced our customers better with this phone contact solution.
Are you a current user of this product?
No
PROS & CONS
What are the best aspects of this product?
Together with Freshdesk solution, we are using Freshcaller to support my help desk resources. My help desk is enjoying all the helpful tools that this platform offered. We can generate tickets easily based on the calls and receive texts messages through the software. Although the rest of the team is still on progress about learning and using the platform, I appreciated the help that is offered to us.
What aspects are problematic or could work better?
We had experienced an issue with the mobile app recently. When the app is called several times, I cannot hear the voice of the person said on the other line. I wish they will fix this issue soon.
What specific problems in your company were solved by this product?
When Freshcaller is implemented in my business, my help desk obtained an additional hand in making tasks easier and faster. The phone system is simply amazing, and it is easy to setup.
Are you a current user of this product?
No
PROS & CONS
What are the best aspects of this product?
With Freshcaller, we don’t need to utilize traditional phone systems. It is simple to use and adopted easily by my help desk staff. With it, we don’t need to worry about the potential risks brought on by local system failures. It is available at all times using different devices. It comes with complete features that make our tasks easier and more convenient.
What aspects are problematic or could work better?
I wish the platform is also integrated with Freshservice like the ones they did in some of their products. Both service desk and help desk could have been better with this integration.
What specific problems in your company were solved by this product?
With Freshcaller, we can use a solution that is available at all times, without the need to pay expensive, traditional hardware for our call center.
Are you a current user of this product?
Yes
PROS & CONS
What are the best aspects of this product?
I like that Freshcaller comes with a responsive mobile app the works with global phone numbers. It helps me connect with people even if I am on the go. Easily configurable and has an excellent support team. The price is reasonable, and the calls are stable. This is a solution every small business should have.
What aspects are problematic or could work better?
There are bugs in the setting up process and sometimes, in the lines. Also, some of the numbers are not working or unavailable in some location if you don’t have an address there. Having templates for music, calls, music, and others would make it even better.
What specific problems in your company were solved by this product?
With Freshcaller, our service becomes available to both local and global customers. This is the right solution for those who don’t like long video calling. We’ve become a globally competitive small business with Freshcaller as it helps us connect with customers and establish a strong partnership with global partners.
Are you a current user of this product?
Yes
PROS & CONS
What are the best aspects of this product?
The first thing I like about this platform is its flexibility and adaptability to all tasks we are working on. With this capability, we can finish our tasks easily, and it makes it a perfect solution at each scale of the business. We had a good experience using it.
What aspects are problematic or could work better?
The only issue we encountered with this solution is the icons that are so small. If you are new to it, you may find it hard to navigate the interface. Good thing, we are used to it already.
What specific problems in your company were solved by this product?
We had solved issues related to calling prospects and interview candidates. The benefits we enjoyed with this solution is the ability to record calls that allow our team to listen to call sessions and suggest plans for the betterment of the business and process.
Are you a current user of this product?
No
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Frequently asked questions
Everything you need to know about discovering, comparing, and choosing the right AI software for your business.
Freshdesk Contact Center (Formerly Freshcaller) has 4 plans,
- Free USD 0.00 /agent/month + pay/min, billed annually
- Growth USD 11.57 /agent/month + pay/min, billed annually
- Pro USD 32.41 /agent/month + pay/min, billed annually
- Enterprise USD 57.91 /agent/month + pay/min, billed annually
Freshdesk Contact Center (Formerly Freshcaller) is the Call Center Software used for the below functionalities.
Top 5 Freshdesk Contact Center (Formerly Freshcaller) features
- Outbound Call Center
- Inbound Call Center
- Concurrency Support
- Queue Management (Calls)
- IVR Support
Freshdesk Contact Center (Formerly Freshcaller) provides Phone,Online (Ticket),Business Hours support.
Freshdesk Contact Center (Formerly Freshcaller) is allowed 0 Days Free Trial.
Freshdesk Contact Center (Formerly Freshcaller) provides Help Guides,Video Guides,Blogs for the software training.
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