Set up your virtual call center from within
Freshdesk Omnichannel

Use Freshdesk Contact Center to manage all the functionalities of a powerful call center right inside Freshdesk. Your agents can improve their productivity, as they no longer have to juggle between tools to handle customer conversations. With comprehensive features like Omniroute™, your agents can balance their workload across emails and calls.

Handle phone calls from within
Freshdesk Omnichannel

Your agents can improve their productivity, as they no longer have to juggle tools to handle customer conversations. Manage all incoming calls inside Freshdesk Omnichannel. While on call, your agents can access a customer’s previous interactions, enabling them to have contextual conversations. 

Convert calls into tickets

There might be times when you might miss calls from customers who contact you during non-business hours or you’d want to save the calls to enrich your customer data. In such cases, Freshdesk Omnichannel automatically converts these voicemails and missed calls into tickets, and agents can address them once they are back online. Also, if a support query is not resolved over the call, your agents can convert them into a new ticket or append them to an existing one to follow through with a resolution.

Convert call into ticket

Manage multiple Freshdesk Contact Center accounts and agents

Integrate multiple Freshdesk Contact Center accounts with Freshdesk, and switch between them based on your usage. All the call centre workflows you set up inside Freshdesk Contact Center will automatically be fetched into Freshdesk Omnichannel.

contextual conversations

Always engage in contextual conversations
 

All your customer calls are fed into the omnichannel customer timeline, where you’ll get a holistic view of the customer’s past interactions across multiple channels including chats and emails. With all this information in hand, your agents can have contextual conversations and ensure your customers don’t have to repeat their queries on calls.

Call center capabilities powered by Freshdesk Contact Center

IVR Routing

You can set up a custom Interactive Voice Response (IVR) to help customers navigate options and reach the right agent or team. This way, your first call resolution increases since support requests are addressed faster. 

 

Call Masking

Establish a local presence and personalize your helpline number with a regional contact number using the call masking feature. Customers can contact you easily when they are familiar with local or toll-free numbers.

 

Business Hours Based Routing

You can create custom business hours for your global support team to ensure all calls are being answered regardless of multiple time-zones. Incoming calls during non-business hours will be recorded as voicemails.

Call Monitoring and Barging

Monitor calls that your agents have with customers and step in to provide assistance to agents when necessary. This will help you improve First Call Resolution and the overall quality of your business call centre.

Call Conferencing

Your agents can handle complex issues by call conferencing instead of routing such calls to multiple members. With call conferencing, your agents can resolve even complicated issues over the call and prevent escalations.

After Call Work

After each call, agents can take time to add call notes and email customers with information or collect feedback. During this time, the agent will not be assigned calls or be disturbed, allowing them to deliver superior customer service.