Helllooo Freshworks Community!
Freshcaller has undergone an impressive makeover that's worth talking about. This transformation brings a new level of efficiency and effectiveness to communication systems.
Let's delve into the Freshcaller makeover and explore its exciting enhancements.
1. New interface ✨
The Freshcaller 2.0 interface is now revamped to provide a more intuitive and user-friendly experience. The streamlined UI contributes to increased productivity and faster call management by making use of the Freshchat/CRM UI.
The functionalities of Freshcaller have also received a boost, like managing contacts and accounts, having internal team discussions through threads, ticket escalations, AI-assisted summarization features, etc.
2. Freshdesk Integration with Standalone Freshcaller 🤝
Depending on the use case, if your team is already using a Freshdesk standalone instance and would like to have Freshcaller as the integrated call center solution, it is now possible to sign up for the new Freshcaller from Admin Settings (FD) > Phone or from the Neo Admin center.
❌ Note: It won’t be possible to sign up for standalone Freshcaller if your Freshdesk instance is already integrated with the new Freshchat account. However you can sign up for Freshcaller from within Freshchat instance to have the same capabilities.
3. Managing Contacts 📖
Contact Management: Freshcaller 2.0 allows you to keep track of all your contacts in one place. You can store important details about leads and customers, including contact information, communication history, tickets and notes.
Communication Tracking: Freshcaller 2.0 allows you to log and track all communication with your contacts. This includes emails, phone calls, meetings, and notes. Having a comprehensive communication history helps your sales and support teams stay up-to-date on each contact's interactions.
Lead Contact Import & Export: The revamped Freshcaller helps you capture and manage leads efficiently. You can categorize leads, track their progress through the activity pipeline, and prioritize them based on their potential. (previously you did not have this has a default option)
4. Freddy AI for Freshcaller 🤖
Summarize Voice Transcription - Freddy powered Voice transcription will now smartly convert call conversations, voicemail and recording into written text
Voice bot (coming soon)- Freshcaller 2.0 brings you Freddy powered Voicebot, an AI-powered bot that provides intelligent answers to customer queries. With Voicebot, help your customers quickly find answers to the most frequently asked questions and transfer them to agents for more complex queries.
Speech-enabled IVR(coming soon) - The speech-enabled IVR bots allow your callers to converse in a natural language and avoid the hassle of navigating through long and complicated key-press IVR menus.
5. Skill based routing 🎯
Skill rules determine the skill that should be associated with a conversation. For example, you can create conditions to associate the skill “French” with issues from French-speaking customers. With priority levels, you can have conversations of a certain skill prioritized for assignment over other conversations in the queue that are waiting to be assigned. Priority level 1 is the highest priority.
6. Custom Roles🎩
Custom roles can now be created and tailored to meet the permission requirements of your account. This customization ensures that each user has the appropriate level of access and responsibility.
For example, you can create roles for agents, supervisors, managers, and administrators, each with their own unique set of permissions.
1.Call tags are now replaced by Conversation labels and properties to categorize the call conversations for reporting and management purposes. (Conversation properties settings is missing in the admin settings as of now) Will be available by mid - end Q4.
2. Curated reports in Freshcaller 2.0 is still a work in progress where currently you get only 1 Call overview report compared to the old Freshcaller.
3. Voice bot is still a Work in progress since its not currently available in Freshcaller 2.0. Will be available by H1 2024.
Incorporate these exciting new features into your workflow, and don't forget to share your comments and thoughts below!!!
Best
Niranjan
