Freshdesk Contact Center is designed to help businesses establish and manage a comprehensive contact center without the need for extensive hardware or infrastructure. The platform provides a range of features, including interactive voice response (IVR) systems, intelligent call routing, and voicemail services, all accessible through an intuitive interface. Businesses can purchase local and toll-free numbers from over 90 countries, allowing them to establish a global presence effortlessly. The solution supports remote workforces by enabling agents to handle calls from any location using desktop or mobile applications. With real-time dashboards and call monitoring capabilities, managers can oversee operations effectively, ensuring high-quality customer interactions. Additionally, Freshdesk Contact Center integrates seamlessly with other Freshworks products and various third-party applications, providing a unified platform for customer engagement.

Features

• Interactive Voice Response (IVR): Set up multi-level IVR systems to guide callers to the appropriate department or agent, enhancing customer experience.
• Intelligent Call Routing: Automatically direct calls based on agent skills, caller history, or business hours to ensure efficient handling.
• Virtual Phone Numbers: Acquire local and toll-free numbers from over 90 countries to establish a global presence and make it easier for customers to reach you.
• Call Monitoring and Recording: Supervisors can listen to live calls and access recordings for quality assurance and training purposes.
• Real-Time Analytics: Utilize live dashboards to monitor call metrics, agent performance, and customer satisfaction levels.
• Remote Agent Support: Enable agents to make and receive calls from anywhere using web browsers or mobile apps, supporting flexible work environments.
• Integration Capabilities: Connect seamlessly with other Freshworks products and third-party applications to streamline workflows and enhance functionality.