Freshcaller comes with 4 distinct pricing/subscription plans, each stacked with a number of features. You can choose the one that best suits your business.
The below pricing plans are applicable for all Freshcaller customers who signed up after Apr 24, 2023.
Free Local Incoming Minutes
Freshcaller provides free local incoming minutes from Pro+ plan. Each subscription plan has a specific number of free local incoming call minutes that expire at the end of each month. For more details, see Overview of Free Local Incoming Minutes
Plan Name | Features Available | Description | Yearly/Monthly Cost ($) |
Free | Buy Local/Toll-free numbers | Buy international numbers from over 90 countries. You can also choose to buy toll-free or vanity numbers based on your needs. Read more. | |
Inbound Caller ID | Receive notifications for your inbound calls and get to see your caller's name, company, and phone number. | Free | |
| Desktop Notifications | Receive call notifications from Freshcaller on your desktop. | ||
| Call Notes | Add supporting notes during or after the call. | ||
| Custom Greetings | Set personalized voice messages for incoming calls as per your business needs | ||
| Contact Management | Manage all your contacts | ||
| Account Management | Manage accounts and associate those with contacts | ||
| Contact Lifecycle Stages | Manage accounts and associate those with contacts | ||
Activity Timeline | View the timeline of all your conversations with a contact and account | ||
| Team Inbox | View all your phone conversations are a centralized place and take appropriate actions | ||
| Topics | Assign topics to conversations | ||
Groups | Put agents in different groups to control their access and segregate functions | ||
| Conversation label | Assign labels to a conversation | ||
Bulk Actions | Put agents in different groups to control their access and segregate functions | ||
| Agent Actions | Allow agents to take action on a conversation | ||
| Private Notes | Add private notes to a conversation | ||
| Call Metrics | View a detailed summary of each call recorded in your call center that helps you understand your agent's performance, business process, and customer interaction. The basic metrics that you can view are:
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Growth | Free + The following additional features | ||
| Free minutes | Applies to local incoming calls attended on a browser in the US, Canada, EU, UK, and ANZ. A flat rate of USD 0.013/min will apply once free minutes are exhausted. | ||
| Call queue without smart escalation |
| 15/18 | |
Number Porting | Port your number to Freshcaller from any existing cloud telephony provider. Read more. | ||
Call Masking | Mask your business number with your personal phone number. Read more. | ||
Ringtone Customisation | Create a customized ringtone for each number in your account. Read more. | ||
Forward to Phone | Forward your incoming calls to your personal phone by changing your status. Read more. | ||
| Call Recording | Record calls for quality monitoring. Extra charges as applicable | ||
| Parallel Calling | Call an internal or external expert while the customer is on hold | ||
| Queue Transfer | Transfer calls to another agent for faster query resolution | ||
Hold Music Customisation | Create customized hold music for each number. Read more. | ||
Click to Call Extension | Use this feature to directly call a number on any website without having to copy/paste to the widget. Read more. | ||
Wait queues |
*Queue Size *Queue Time | ||
Team Routing | In addition to routing calls to agents, you can route the call to a specific team. | ||
External Number Routing | Route all your calls to any external number. When you set up a call queue, you can use the dialer to enter the external number. | ||
Warm Transfer | While transferring your call to another agent, give the agent context on the customer's queries before taking over the call. Read more. | ||
Call Metrics Export | Select and export the metrics from the call metrics table based on your needs. Read more. | ||
Voicemails | Create custom voicemail greetings and let customers leave you messages when your agents are unavailable. Read more. | ||
Voicemail Drop | Record messages and choose a message to be dropped if an outgoing call goes to voicemail. Read more. | ||
Voicemail Transcription | You can see the voicemails recorded during a call conversation as transcripts in the Call metrics table. | ||
Call Recording | Make sure quality standards are being met and use recordings to train new agents. | ||
Business Hours | Notify your customers if they call you outside business hours and decide what action to take. Read more. | ||
Holiday Calendar | Add team-specific holiday lists and treat then as non-working days | ||
| Holiday Routing | Create holiday-specific routing rules | ||
| Curated Reports: |
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Pro | Growth + The following additional features | ||
Bring Your Own Carrier (B.Y.O.C) | Use a phone number provided by an external carrier without losing the functional benefits of Freshcaller. Read more. | 39/47 | |
| After Call Work | Assign After call work time for agents. The agents can use this time to fill in notes and add call details after a call is over. | ||
| Pause Recordings | Choose to record and pause calls anytime during an ongoing call. Read more. | ||
| IVR (phone trees) | Set up an IVR tree and route your customer calls to teams or agents with a customizable call flow mechanism. Each keypress can be configured to trigger an action to optimize your call flow. Read more. | ||
| Advanced Call Queues |
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| Agent Extensions | Configure agent extensions to allow your end customers to reach agents directly without navigating through an entire call flow or IVR. Read more | ||
| Smart Escalations | Create a nested call queue. With this, you can send a caller from one call queue to another call queue when agents cannot attend them. Read more. | ||
| Call Monitoring | As an admin or supervisor of your account, monitor your agent's call. Read more. | ||
| Call volume analysis (curated report) | With this report, you can understand the trend of calls in your call center, know when you receive maximum calls and when they are lowest and plan accordingly. Read more. | ||
| Build Your Own Reports | In addition to the default curated reports available, create customized reports using the available widgets based on your business needs. Read more. | ||
| Schedule Reports | Schedule reports and receive them on daily, weekly, or monthly intervals. | ||
| Conference Calling | Initiate a conference call with another agent and solve customer queries without having to escalate or transfer. Read more. | ||
Holiday Calendar | Set up and add holidays in your business hours. Read more. | ||
| Holiday Routing | Configure holidays and decide what action to take when you receive calls during holidays. Read more. | ||
| Call Recording Opt-out | Enable or disable call recording based on the customer’s consent. Read more. | ||
| Callback | Enable the callback feature available within the wait queue settings. This allows a caller to opt for callback instead of waiting in the queue. Read more. | ||
| Call Center Agent Statuses | Configure custom agent status and allow your agents to choose the status based on their availability. Read more. | ||
Routing Automation | Run automation rules on conversations | ||
| Live dashboard | Get live dashboards including real-time queue visibility, real-time agent visibility, call monitoring, and call volume analysis. | ||
| Report and Analytics |
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| Enterprise | Pro + The following additional features | ||
| Abandoned Call Metrics | Get to know the reason behind why a call is abandoned. | 69/83 | |
| Service Level Monitoring | Set target service levels and expected threshold limit for time to answer calls. Measure your team’s efficiency based on the target levels and threshold set. Read more. | ||
| Service Level Report (Curated) | This report provides information about the number of calls in the service level category, which includes the calls that breached the service level targets and the calls that are within the service level. Read more. | ||
*The queue size and wait queue time change based on your pricing plan
Pro: Queue size = 20, Wait time = 15 minutes
Growth and Enterprise: Unlimited queue size and extended wait time