Freshcaller

What is Freshcaller?

Freshcaller (now Freshdesk Contact Center) is a cloud-hosted PBX and omnichannel contact center designed to help businesses of all sizes manage voice interactions. As part of the Freshworks suite, it provides virtual phone numbers in 90+ countries, flexible call routing, AI-enabled IVR, and deep integrations with support, CRM, and business apps to deliver seamless customer conversations without on-prem hardware.

Pros and Cons

Pros

• Rapid, no-hardware setup with intuitive web-based administration
• Transparent per-agent, pay-per-minute pricing model
• Advanced IVR, call queues, and routing rules ensure calls reach the right agent
• Built-in analytics, call recording, and post-call transcription for performance insights
• BYOC and SIP trunk support for telecom flexibility

Cons

• Overage in-minute and SMS/voice ticket fees can add up at high usage
• Premium features (AI IVR, advanced metrics) require higher-tier plans
• Desktop/mobile apps offer core functions; some advanced controls are web-only
• Learning curve for configuring complex call flows and automations

Who It’s For

Freshcaller serves support, sales, and IT teams seeking a cloud-native voice platform that integrates with helpdesk (Freshdesk), service (Freshservice), and CRM systems. Ideal for startups to mid-market enterprises needing global reach, flexible routing, and analytics without PBX hardware.

Business Phone Numbers

Purchase local, toll-free, and vanity numbers across 90+ countries. Port existing numbers or bring your own carrier. Configure caller ID, custom greetings, and business hours per number.

Multi-Level IVR (Phone Trees)

Design interactive voice menus with nested options to route calls based on purpose or language. Use speech-enabled IVR and AI voice bots to automate routine inquiries, reducing agent load.

Call Queues & Routing

Set up basic and advanced queues with wait-time announcements, music-on-hold, and callback options. Route calls via skills-based, round-robin, or priority algorithms. Holiday and after-hours rules ensure 24/7 coverage.

Call Recording & Transcriptions

Record calls automatically or on demand. Opt-out capabilities comply with regulations. Access post-call transcriptions powered by AI to review agent-customer interactions and extract insights.

Advanced Call Metrics & Dashboards

Monitor key metrics—average wait time, handle time, service levels, abandonment rates—via real-time dashboards. Schedule and export custom reports for team performance and trend analysis.

BYOC & SIP Trunks

Integrate existing SIP trunks or choose Freshcaller’s carrier for inbound and outbound calls. Extend coverage globally while maintaining control over call routing and costs.

API & Automation

Leverage REST APIs and webhooks to programmatically create numbers, fetch call logs, or trigger workflows in external systems. Automated rules within Freshcaller can tag calls, assign agents, or update CRM records based on call events.

Pricing

Freshcaller offers four plans (billed annually, per agent per month, plus pay-per-minute rates):

• Free: $0 + pay/min, limited features, no free minutes
• Growth: $15, includes 2,000 free inbound minutes, basic IVR, call queues, recording
• Pro: $39, includes 3,000 free inbound minutes, advanced metrics, call barging, IVR opt-out
• Enterprise: $69, includes 5,000 free minutes, speech-enabled IVR (Freddy AI), SLAs, unlimited extensions

Additional charges apply for international minutes, SMS tickets, and add-ons like Rush hour priority or day passes.

Verdict

Freshcaller excels as a cloud-first voice platform that blends ease of setup with enterprise-grade features. Its flexible pricing and deep integration with Freshworks products suit teams scaling customer and IT support. Organizations with fluctuating call volumes should plan for minute-based overages, but the platform’s reliability (99.99% SLA) and analytics capabilities justify adoption for mission-critical voice services.