Freshcaller is a cloud-based, hardware-free contact center and PBX/VoIP solution launched by Freshworks around 2017–2019. It's designed for both inbound support and outbound sales, offering browser-based to mobile telephony, globally available numbers, intelligent routing, real-time monitoring, and CRM integration .
Built by Freshworks—a company founded in 2010 that rapidly grew through funding, reaching a $100 M Series G round in 2019 CX Today. Freshcaller was introduced to expand Freshworks’ CX suite to include modern telephony.
Core Telephony: Cloud PBX, multi-level IVR, call queues, voicemail, SIP support, local/toll-free/vanity numbers in 50–90+ countries.
Routing & Smart Features: Skill-based routing, smart escalations with fallback/queue rules, call whisper/barge, warm transfers, holiday schedules, and callback requests .
Analytics: Live dashboards, comprehensive KPIs (AHT, SLA, wait times), call recordings with search/transcription, after-call work period, voicemail drop GetVoIP.
Integration + Extensibility: Native integration with Freshdesk/Freshsales; supports Salesforce, Pipedrive, HubSpot, Shopify, Magento, WooCommerce; offers API/marketplace app framework .
2023–2024 Enhancements: UI revamp ("Freshcaller 2.0") with conversation inbox, Freddy AI-powered transcription & virtual agent, skill-based routing, custom roles, upgraded widget, and admin UI Freshworks Community.
As a Freshworks product, Freshcaller benefits from the latter’s culture emphasizing product usability, customer-first innovation, and rapid, iterative release cycles . Freshworks focuses on accessible UX, transparency, and ecosystem growth through community engagement.
Customer Reach: Over 5,000 businesses globally, operating in 50–90+ countries , CX Today.
Use Cases: Inbound support, outbound sales/cold calling, SMB to enterprise — used by companies like DHL, UNICEF, GoodReads through Freshworks ecosystem , CX Today.
Freshcaller
By Freshworks Inc.
