- Outbound Call Center
- Inbound Call Center
- Concurrency Support
- Queue Management (Calls)
- IVR Support
An effective call center application for startups.
(13 ratings)
Starts from $15/User/Month when Billed Yearly, also offers free forever plan
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Freshdesk Contact Center is the ideal call center application for startups, enabling effortless customer service and sales. This cloud-based solution can be easily operational with no more than an internet connection and a web browser. Buy local phone numbers, mask ... Read More
An outbound call center is a call center that makes outbound calls to customers. Sales teams typically utilize outbound centers to make cold calls to potential customers. Outbound calls can also be used to survey clients and acquire market data. Outbound call centers have been improving every year and have been increasingly efficient in generating qualified sales leads for businesses. But this does come at a price; of course, calling people is no longer something that’s done solely by humans. The industry has seen the rise of the outbound call center software and today most businesses employ the use of outbound call center software to improve their sales performance.
An inbound call center is a customer support function responsible for answering incoming client phone calls. On the other hand, Outbound call centers make phone calls to customers, whereas contact centers handle customer encounters from various sources, not simply phone calls. Customers contact inbound call centers for various reasons, including placing a purchase, making a complaint, asking a question, or canceling a flight ticket. It is the call center's obligation to respond swiftly and deliver a professional and knowledgeable experience. The ability to provide a high-quality customer experience largely depends on the quality of inbound call center personnel. For customers, the agent is the company's voice.
Many programs feature concurrency, allowing multiple users to work on the same record simultaneously. Concurrency control, on the other hand, is the technique through which the outcome of a record's update/delete operation is determined when many users are working on the same record at the same time. Concurrency refers to an algorithm's or program's capacity to perform multiple tasks at once. The notion is similar to parallel processing, except instead of doing the same job, multiple independent processes might execute different things at the same time.
Queue time refers to when something is ready to be worked on but is waiting for someone to do so. These backlogs and delays accumulate throughout the entire system of activities and resources, from the beginning to the completion of a project, and cause our projects to take significantly longer. Queue Management (Calls) ensures shorter wait times. Fewer missed calls, more efficient workload distribution among agents, and a better customer experience when done correctly. It's crucial to have a robust call queue management system. As a result, customers' call wait or hold times are reduced and managed.
IVR stands for interactive voice response. It is a technology that allows humans to communicate with a computer-controlled phone system by using speech and DTMF tones entered via a keypad. For example, in telecommunications, IVR allows users to speak with a company's host system via a telephone keypad or speech recognition and then inquire about services using the IVR dialogue. To further direct customers on how to proceed, IVR systems can answer with pre-recorded or dynamically created voice. Because IVR systems are more sophisticated than many predicted dialer systems, they are sized to handle enormous call volumes and can also be used for outbound dialing.
The process of recording incoming and outgoing calls into a call center is known as automatic call recording. Marketing Automation Software with an automatic call recording feature records each call and saves the file in the system. This gives users the option to evaluate and analyze calls as needed in order to improve the call center's performance and operations. Call recording is a common practice in many firms, and it's even mandatory in some. Financial firms, for example, are required to preserve a record of all transactions, including telephone talks with consumers. Other businesses want to record phone calls in order to verify purchases, resolve claims, and obtain express authorization for a transaction.
The process of listening in on employee calls to improve communication and customer service is known as call monitoring. It's most typically utilized in customer service situations to help reduce total agent training time and provide a consistent, high-quality support experience. Call monitoring can help any department in your company that interacts with clients and consumers regularly. You'll be able to assist your business run more smoothly and speed up the training process for any new staff if you have a good management team analyzing calls in real-time. Calls can be recorded for later retrieval or done in real-time with or without the agent's awareness.
Starts from $15 when Billed Yearly, also offers free forever plan
Monthly plans
Show all features
Sprout
Buy Local Numbers
Buy Toll-free Numbers
Inbound Caller ID
Desktop Notifications
Call Notes
Custom Greetings
Call Metrics
24x7 Email Support
Blossom
$19
Includes features of Sprout Plan, plus
Number Porting
Basic Call Queues
Wait Queues
Voicemail
Warm Transfer
Call Recording
Pre-built Reports
Garden
$39
Includes features of Blossom plan, plus
IVR (Phone Trees)
Call Monitoring
Advanced Call Queues
Custom Reports
Call Conferencing
Bring Your Own Carrier
SIP Connections
Estate
$59
Includes features of Garden plan, plus
Holiday Routing
Advanced Call Metrics
Call Barging
Call Center Agent Statuses
Call Recording Opt-out
Agent Availability Report
Queue Callback (Virtual Hold)
Yearly plans
Show all features
Sprout
Buy Local Numbers
Buy Toll-free Numbers
Inbound Caller ID
Desktop Notifications
Call Notes
Custom Greetings
Call Metrics
24x7 Email Support
Blossom
$15
/User/Month
Includes features of Sprout Plan, plus
Number Porting
Basic Call Queues
Wait Queues
Voicemail
Warm Transfer
Call Recording
Pre-built Reports
Garden
$29
/User/Month
Includes features of Blossom plan, plus
IVR (Phone Trees)
Call Monitoring
Advanced Call Queues
Custom Reports
Call Conferencing
Bring Your Own Carrier
SIP Connections
Estate
$45
/User/Month
Includes features of Garden plan, plus
Holiday Routing
Advanced Call Metrics
Call Barging
Call Center Agent Statuses
Call Recording Opt-out
Agent Availability Report
Queue Callback (Virtual Hold)
Sprout
Buy Local Numbers
Buy Toll-free Numbers
Inbound Caller ID
Desktop Notifications
Call Notes
Custom Greetings
Call Metrics
24x7 Email Support
Blossom
$19
Includes features of Sprout Plan, plus
Number Porting
Basic Call Queues
Wait Queues
Voicemail
Warm Transfer
Call Recording
Pre-built Reports
Garden
$39
Includes features of Blossom plan, plus
IVR (Phone Trees)
Call Monitoring
Advanced Call Queues
Custom Reports
Call Conferencing
Bring Your Own Carrier
SIP Connections
Estate
$59
Includes features of Garden plan, plus
Holiday Routing
Advanced Call Metrics
Call Barging
Call Center Agent Statuses
Call Recording Opt-out
Agent Availability Report
Queue Callback (Virtual Hold)
Screenshot of the Freshdesk Contact Center (Formerly Freshcaller) Pricing Page (Click on the image to visit Freshdesk Contact Center (Formerly Freshcaller) 's Pricing page)
Disclaimer: Pricing information for Freshdesk Contact Center (Formerly Freshcaller) is provided by the software vendor or sourced from publicly accessible materials. Final cost negotiations and purchasing must be handled directly with the seller. For the latest information on pricing, visit website. Pricing information was last updated on .
Contact
+1 650 513 0514
Customer Service
24/7 (Live rep)
Business Hours
Online
Location
San Mateo, California
Freshdesk Contact Center is the ideal call center application for startups, enabling effortless customer service and sales. This cloud-based solution can be easily operational with no more than an internet connection and a web browser. Buy local phone numbers, mask your current number, and share lines with multiple users. Get real-time visibility into call queues, ongoing calls, and agent availability through the dashboard. Plus, the inbound caller id feature offers an understanding of caller details and past communications.
Disclaimer: This research has been collated from a variety of authoritative sources. We welcome your feedback at [email protected].
Researched by Rajat Gupta