Freshcaller
VoIP providers
Call center infrastructure (CCI) software
Contact center software
Contact center quality assurance software
Contact center workforce software
Conversational support software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$15 per agent per month
Free TrialFree version
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- Real estate and property management
- Education and training
- Information technology and software
What is Freshcaller
Freshcaller is a cloud-based phone and contact center solution used to manage inbound and outbound calling for support and sales teams. It provides IVR, call routing, queues, call recording, and reporting, and it can be deployed with local and toll-free numbers in multiple countries. The product is typically used by small to mid-sized teams that want a software-based call center without on-premises telephony hardware. Freshcaller is part of the Freshworks customer support platform and is commonly implemented alongside related ticketing and CRM workflows.
Cloud telephony and routing
Freshcaller includes core call center capabilities such as IVR, business hours, skills-based routing, queues, and call transfers. It supports inbound and outbound calling with number provisioning and call masking options depending on region. The browser-based and app-based approach reduces reliance on on-premises PBX infrastructure for many deployments.
Native Freshworks ecosystem fit
Freshcaller integrates closely with other Freshworks products, which can reduce integration effort when a team already uses the same vendor for ticketing or customer engagement. Agent context can be tied to customer records and support workflows, improving continuity between calls and cases. This is particularly relevant for organizations standardizing on a single vendor for support operations.
Call monitoring and analytics
The product provides call recording, live monitoring features (such as barging/whispering where available), and call logs for operational oversight. Built-in dashboards and reports help teams track volumes, wait times, and agent activity without requiring a separate BI tool for basic metrics. These features support day-to-day contact center management and coaching.
Limited enterprise CCaaS depth
Compared with more enterprise-focused contact center platforms, Freshcaller may offer fewer advanced omnichannel and journey orchestration capabilities. Complex routing, large-scale multi-site operations, and highly customized reporting can require workarounds or additional tooling. Organizations with strict enterprise telephony requirements may need deeper platform controls than a mid-market product typically provides.
Workforce and QA breadth varies
While Freshcaller supports monitoring and reporting, dedicated workforce management (forecasting, scheduling) and formal quality management workflows are not as comprehensive as specialized WFM/QA suites. Teams needing calibrated scorecards, advanced evaluation workflows, or automated QM at scale may need complementary products. This can increase total cost and integration complexity for mature contact centers.
Regional telephony constraints
Number availability, calling features, and regulatory requirements vary by country and carrier, which can affect rollout plans. Some capabilities (such as certain number types, recording rules, or outbound caller ID behavior) may differ by geography. Global deployments often require careful validation of local coverage and compliance before standardizing.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Free | $0 /agent/month + pay/min (billed annually) | Per-minute call rates apply; purchase local/toll-free/vanity numbers; inbound caller ID, desktop notifications, call notes, custom greetings, call metrics, conversation properties, inbox. (Official: Free tier shows “unlimited agents + pay per min” on plan comparison.) |
| Growth | $15 /agent/month + pay/min (billed annually) | Everything in Free, up to 2,000 incoming minutes/month included (per account, not per agent); number porting; basic call queues & wait queues; voicemail; warm & cold transfer; call recording; pre-built reports; parallel calling; queue transfer. |
| Pro | $39 /agent/month + pay/min (billed annually) | Everything in Growth, up to 3,000 incoming minutes/month included (per account); holiday routing; advanced call metrics; call barging; call monitoring; IVR (phone trees); custom reports; SIP connections; bring-your-own-carrier; agent extensions; queue callback; pause recordings; call conferencing. |
| Enterprise | $69 /agent/month + pay/min (billed annually) | Everything in Pro, up to 5,000 incoming minutes/month included (per account); Speech-enabled IVR (Freddy); abandoned call metrics; service level monitoring; enterprise features and SLA. |
Notes: Per-minute / usage charges and additional billing items are listed on Freshworks' official call rates page. Official additional per-minute charges (examples from vendor call-rates page): call recording $0.0032/min; supervisor/administrator monitor/barge $0.005/min; conference add-on $0.005/min; SIP attendance $0.005/min; voicemail transcription $0.004/min; once free incoming browser minutes are exhausted a flat rate of $0.013/min applies. Billing rounded up to nearest minute. Day Passes (add extra agents for a day) are available as an add-on.
Seller details
Freshworks Inc.
San Mateo, CA, USA
2010
Public
https://www.freshworks.com/
https://x.com/FreshworksInc
https://www.linkedin.com/company/freshworks-inc/
