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What is Freshdesk Contact Center? (Formerly Freshcaller)

Freshdesk Contact Center (Formerly Freshcaller)

What is Freshdesk Contact Center?

Freshdesk Contact Center, formerly known as Freshcaller, represents a paradigm shift in customer support solutions. Initially a simple cloud-based calling system, Freshcaller morphed into the more holistic Freshdesk Contact Center, aligning with the growing needs for omnichannel support and advanced customer interaction management. This transition involved rebranding and a significant enhancement in capabilities, reflecting a broader trend in customer service technology towards integrated, multi-functional platforms.


Key Features of Freshdesk Contact Center

Freshdesk Contact Center

The Freshdesk Contact Center is equipped with several key features:

  • Cloud-Based Calling System At its core, the Freshdesk Contact Center boasts a robust, cloud-based calling system. This allows businesses to manage calls without traditional telephony hardware, offering flexibility and scalability.
  • Omnichannel Support Understanding the diverse communication preferences of customers, the Freshdesk Contact Center provides omnichannel support. This feature integrates various communication channels like email, chat, and social media, ensuring a cohesive customer experience.
  • Advanced Call Routing The platform features advanced call routing capabilities, which intelligently directs calls to the appropriate agent based on pre-set criteria, reducing wait times and improving efficiency.
  • Real-Time Analytics and Reporting Real-time analytics and reporting tools in Freshdesk Contact Center empower businesses with insights into call patterns, agent performance, and customer satisfaction, enabling data-driven decision-making.


7 Benefits of Freshdesk Contact Center for Businesses

The Freshdesk Contact Center offers multiple benefits:

  1. Improved Customer Experience: The platform significantly enhances the overall customer experience by offering omnichannel support and intelligent routing.
  2. Scalability and Flexibility: Its cloud-based nature allows for easy scalability, adapting to businesses of all sizes and fluctuating call volumes.
  3. Cost-Efficiency: By eliminating the need for traditional telephony infrastructure, the platform reduces operational costs.
  4. Integration with Other Tools: The Freshdesk Contact Center seamlessly integrates with various CRM and helpdesk tools, streamlining workflow and data management.
  5. Ease of Use: The platform is designed with a user-friendly interface, ensuring easy navigation and a minimal learning curve for new users.
  6. Customization Capabilities: It offers extensive customization options, allowing businesses to tailor the system according to their specific needs.
  7. Feedback from Real Users: User feedback generally highlights the platform’s efficiency and its positive impact on customer service teams.



How to Implement Freshdesk Contact Center

freshworks, freshcaller


  1. Sign up: Go to the Freshdesk Contact Center website and sign up for an account.
  2. Configure settings: Set up your account by configuring basic settings such as company details, time zone, and language preferences.
  3. Add agents: Invite team members to join your Freshdesk Contact Center account and assign roles and permissions accordingly.
  4. Set up communication channels: Configure the communication channels you want to use, such as phone, email, chat, and social media.
  5. Customize workflows: Design workflows for ticketing, routing, and automation to streamline customer interactions and agent productivity.
  6. Integrate with CRM: Connect Freshdesk Contact Center with your existing CRM tools to ensure synchronized customer data and seamless workflows.
  7. Train agents: Provide training sessions to familiarize agents with the platform, its features, and best practices for customer support.
  8. Test and optimize: Test the system thoroughly to identify any issues and optimize settings and workflows for efficiency and effectiveness.
  9. Launch: Once everything is set up and tested, launch Freshdesk Contact Center to start providing exceptional customer support.
  10. Monitor and improve: Continuously monitor performance metrics, gather feedback from agents and customers, and make necessary improvements to enhance the customer support experience.



Boost Your Business with Customer Support Solutions

Looking to boost your business with top-notch customer support? Ubique Digital Solutions is here to help. We’re experts at making sure your customers are not just happy but thrilled with your service. Reach out to us today for a free consultation.





Q: How does Freshdesk Contact Center differ from Freshcaller?

Freshdesk Contact Center is a full-scale customer support solution that manages various communication channels, including phone, email, chat, and social media, with features like ticketing and analytics. Freshcaller, however, focuses mainly on voice communications and is tailored for call center teams.

Q: Can the Freshdesk Contact Center Integrate With Existing CRM Tools?

Yes, Freshdesk Contact Center seamlessly integrates with popular CRM tools like Salesforce and HubSpot, ensuring synchronized customer data across platforms.

Q: What Kind of Support Is Available for Freshdesk Contact Center Users?

Freshdesk Contact Center provides 24/7 email support, live chat assistance, extensive knowledge base articles, video tutorials, and community forums. Personalized onboarding sessions and dedicated account managers are offered for enterprise customers.

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