Freshdesk Contact Center (Formerly Freshcaller)

Auto Call Recording

Freshdesk Contact Center’s Auto Call Recording feature automatically captures all inbound and outbound calls for quality assurance and training purposes. This functionality allows organizations to review conversations for compliance, coaching agents on best practices, and enhancing customer service strategies based on real interactions. By providing a reliable record of communications, this feature mitigates risks associated with misunderstandings or disputes while fostering continuous improvement within support teams.

Call Monitoring

The Call Monitoring feature empowers supervisors to listen in on live calls without interrupting the conversation between agents and customers. This tool provides valuable insights into agent performance and customer interactions in real-time, allowing managers to provide immediate feedback or assistance when needed. By facilitating effective coaching opportunities and maintaining service quality standards, this feature addresses the challenge of ensuring high levels of agent proficiency while supporting an environment of continuous learning and development.

Concurrency Support

With Concurrency Support, Freshdesk Contact Center allows multiple agents to handle calls simultaneously without compromising the quality of service. This feature enables organizations to scale their operations according to demand, ensuring that during peak times, no call goes unanswered. By optimizing resource allocation, businesses can enhance their responsiveness and improve overall customer experience. This feature effectively tackles the issue of limited agent availability during high call volumes, allowing for a more flexible and responsive support environment.

IVR Support

The IVR Support feature streamlines call handling by allowing organizations to create an Interactive Voice Response system that guides callers through a menu of options. Customers can self-direct their inquiries based on their needs (e.g., sales inquiries, support issues), which reduces the load on agents and minimizes call handling time. By providing immediate access to information or directing calls to the right department, this feature enhances user experience and operational efficiency. It effectively solves the challenge of misdirected calls and improves the overall flow of communication.

Inbound Call Center

Freshdesk Contact Center’s Inbound Call Center feature is designed to handle incoming customer calls seamlessly. It automatically routes calls to the appropriate agents based on predefined criteria, such as skill level or availability, ensuring that customers reach the right person without unnecessary delays. This feature not only enhances customer satisfaction by reducing wait times but also improves operational efficiency by effectively managing call volumes. It addresses the challenge of overwhelmed support teams and ensures that every customer interaction is handled promptly and professionally.

Outbound Call Center

The Outbound Call Center feature of Freshdesk Contact Center enables organizations to efficiently reach out to customers or leads through phone calls. This feature allows users to create and manage outbound calling campaigns, ensuring that agents can make calls directly from the platform with a simple click. By integrating customer data and call scripts, businesses can enhance their outreach efforts, improve conversion rates, and streamline communication. This solves the challenge of disjointed communication processes by providing a centralized platform for managing all outbound interactions.

Queue Management (Calls)

The Queue Management feature in Freshdesk Contact Center provides a systematic approach to managing incoming calls when all agents are busy. It allows businesses to organize calls in a queue and inform customers of their position in line, offering estimated wait times. Additionally, it enables customizable hold music or messages, keeping callers engaged while they wait. This addresses the problem of customer frustration due to long wait times, ensuring that customers feel valued and informed throughout their calling experience.