Freshdesk Contact Center

Phone system for a truly global business

Be a global brand from a single location and ensure your customers receive the same personal touch of a local partner.

 Buy Local Phone Numbers

Buy local phone numbers across 50+ countries and make it easy for callers to reach you.

 Buy Toll Free Phone Numbers

Provide flexible options for callers so they have the convenience to reach your business any time.

 Mask Your Calls

Mask your existing phone number with an alternate number when making or receiving calls.

 Find Vanity Phone Numbers

Get customers and callers to connect better with your brand and create numbers such as 1-800-GREAT-BIZ for targeted programs.

 Keep Your Existing Numbers

Quickly and easily port in your existing phone numbers to Freshdesk Contact Center without having to notify customers.

 Buy International Phone Numbers

Expand your business footprint from a single location to over 50 countries.

 Bring Your Own Carrier

Pick the best carrier for your business with BYOC. Bring your own carrier or choose a carrier from a list of Freshdesk Contact Center partners. 

 Set up a smooth call handling process

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

 Route Calls to Voicemail

Personalize your voicemail greetings, route after-hours calls to voicemail, or automate dropping voicemails.

 Set Up Split Business Hours

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

 Segment Calls with 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.

 Scale Up with Shared Lines

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

 Go Mobile with Our Mobile App

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

 Create Holiday Routing Rules

Create and manage special routing plans to handle incoming calls during holidays.

 Set Up Custom Greetings

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

 Maximize Responses with 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.

 Block Spam Calls

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

 Answer Calls on SIP Phones

Receive your incoming phone calls directly on your SIP devices while still being able to use the Freshdesk Contact Center dashboard for transfers, notes, etc.

 Upload Your Holiday Calendar

Add a unique list of holidays for every phone number purchased inside your Freshdesk Contact Center account to plan for incoming calls received during your holidays.

 Deflect Calls with Voicebots

Empower your business to give your customers an exhilarating experience with instant answers to their concerns even without an agent.

 Automate Your Call Distribution

Delight your customers with fast responses by routing calls to the right agents.

 Import Your Contacts 

If you have a list of contacts, you can upload them all at once instead of creating each contact separately thus saving your time. 

 Effective Call Queue Management 

Set up call queues to receive callers in a streamlined manner, distribute your call load equally and create queue-based routing rules. 

 Automate Your Call Routing 

Create custom routing rules based on inputs from third-party systems such as your CRM or Helpdesk. 

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.

 Supervise with a Real-Time Dashboard

View call queues, agent availability information, and ongoing calls. You can even monitor or barge into ongoing calls anytime.

 Monitor Live Calls

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

 Barge into Calls

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

 Track and Report Your Performance

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

 Record Your Calls

Adhere to mandates that require call recording, data storage, and call logs for every customer call - use them later for monitoring and training purposes.

 Monitor Service Levels

Manage your call center using our real-time service level monitoring capabilities.

 View Call Metrics and Summary

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.

 Understand Abandoned Metrics

Analyze abandoned calls and understand the reasons for abandonment to build a better phone journey

 Fall back on Smart Escalations

Plan your call handling capabilities and route all calls using a relevant fallback even in case of unexpected call scenarios.

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.

 Get Context with Caller ID

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

 Resolve Faster with Interaction History

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

 Collaborate over Conference Calls

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

 Improve Productivity with ACW

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

 Share Context with Warm Transfer

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

 Communicate through Call Notes

Take detailed notes on every call. Freshdesk Contact Center will append this information to your call history. This offers contextual visibility to other agents.

 Stay Notified

Automatically get notified through desktop notifications when you receive an incoming call, even if you are working on another application or have minimized the browser window.

 Offer a Callback with Virtual Hold

Give your customers the option to request for a callback, instead of making them wait for an agent or rep to answer their calls.

 Agent Extensions

Give your callers the freedom to skip the IVR menu and connect to their preferred representative or agent, directly.

 Click to Call 

Call numbers with just a single click from any webpage. Eliminate dialing errors and improve productivity with the Click-to-Call feature.

 Call Disposition Codes 

Use Freshdesk Contact Center’s call tags to categorize and label your calls. Choose from default tags or create your own. 

 Custom Agent Status

With custom agent statuses from Freshdesk Contact Center, agents can change their availability in real-time and supervisors can stay informed about the status of their team members. 

 Get visibility into every call with Call Lifecycle

Monitor and track each and every incident of your incoming and outgoing calls.

 Automate outbound calls with Power Dialer

Use Power Dialer to automate your outbound dialing and improve your customer connect rates.