Freshcaller is one of the many tools in the Freshworks suite, known for its impressive range of customer service solutions. But when it comes to call center needs, does Freshcaller hold its own, or does it fall short compared to other more specialized platforms?
If you are looking for a cost-effective solution to streamline your call center operations, Freshcaller might seem like a good option. However, with multiple plans, understanding exactly what you’re paying for is crucial before making a commitment.
So, let’s dive into Freshcaller’s pricing plans, compare them with CloudTalk’s offerings, and highlight the strengths and drawbacks of each solution. Let’s see if Freshcaller truly delivers the value it claims!
Key Takeaways:
- Freshcaller offers four main plans: Free, Growth, Pro, and Enterprise, each catering to different business needs.
- Additional costs may apply based on Freshcaller pricing, international numbers, and add-ons.
- AI-powered tools like advanced call routing and analytics are locked behind higher-tier plans.
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Overview of Freshcaller Plans and Pricing
Freshcaller provides four main plans designed to meet the needs of businesses of all sizes. Below, you’ll find an overview of Freshcaller’s pricing to help you choose the plan that fits your budget and feature requirements.
Here’s a quick look at Freshcaller’s plans and pricing:
Plan
Price
Features
Best for
$0/agent/month + pay/min, billed monthly
Basic VoIP calling, call forwarding, email support
Micro-sized businesses with minimal calling needs
Growth Plan
$18/agent/month + pay/min, billed monthly
Voicemail, call routing, team collaboration, call recording, integrations with Freshworks apps
SMBs seeking basic call center features
$47/agent/month + pay/min, billed monthly
Advanced IVR, analytics, integrations with CRM, call monitoring, call recording, reporting, 24/7 support
Growing SMBs requiring advanced features
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Free Plan
If you’re just starting out or have minimal calling needs, Freshcaller’s Free Plan offers a solid starting point. It gives you access to basic features like call forwarding and voicemail, which are all you need to get your team up and running without any upfront costs.
But let’s be real — “free” doesn’t mean unlimited. While this plan covers the basics, any additional phone numbers or extra features beyond the essentials will cost you. So, if you’re planning to scale, you might need to look at upgrading sooner than you think.
Key Features:
- Voicemail
- Basic call routing
- Call forwarding
Best For: Micro-businesses or startups that require a straightforward phone system without advanced features.
Growth Plan
Tailored for SMBs looking to expand their capabilities, the Growth Plan adds useful features like call routing, voicemail, and integrations with Freshworks CRM. At $18 per agent per month, it’s a sweet spot for teams that need more than just the basics without breaking the bank.
That said, it’s not a one-size-fits-all solution. If you need more advanced tools like analytics or 24/7 support, you’ll need to look at the higher-tier plans. But for growing teams with moderate needs, this plan definitely delivers.
Key Features:
- Call routing
- Voicemail
- Basic call analytics
- Integration with Freshworks CRM
Best For:Small businesses that need more functionality but don’t require advanced call center tools yet.
Pro Plan
The Pro Plan is perfect for businesses that are scaling and need more robust features to keep up with growth. At $47 per agent per month, it includes advanced tools like IVR, call monitoring, and detailed reporting, plus integrations with popular CRMs like Salesforce and HubSpot.
It’s designed for teams that need deeper insights and more control over their call operations. But with all these added features, it’s still affordable for businesses that want to level up without going over budget. Just keep in mind that if you need 24/7 support or AI-driven analytics, you might want to consider the Enterprise Plan.
Key Features:
- IVR (Interactive Voice Response)
- Advanced reporting and analytics
- Call monitoring
- Integrations with third-party CRMs like Salesforce and HubSpot
Best For: Medium-sized businesses or teams that need advanced reporting, customer insights, and additional collaboration tools.
Enterprise Plan
For large organizations or high-volume call centers, the Enterprise Plan is where you get serious about scaling. This plan comes with all the features of the Pro Plan, plus additional customization options and priority support to make sure your operations run smoothly, no matter how complex.
Because it’s built for high-demand environments, pricing is customized based on your needs, so you only pay for what you actually need. It’s ideal for businesses that require top-tier support and flexibility to handle their specific call center requirements.
Key Features:
- Custom call routing
- AI-powered analytics
- Priority 24/7 support
- Dedicated account manager
Best For: Large enterprises with complex needs seeking high-level customization and support.
Other Freshcaller Plans
In addition to the main Freshcaller plans, there are additional options that can be useful for businesses with occasional needs for extra agents. One such option is the Day Pass.
Day Pass
The Day Pass is available on the Growth, Pro, and Enterprise plans and allows occasional agents to access your account for a day. This can be useful when you need extra support for a limited time.
Here’s the pricing for Day Passes based on the plan:
- Growth Plan: $2 per pass
- Pro Plan: $7 per pass
- Enterprise Plan: $12 per pass
A Day Pass is consumed whenever an occasional agent logs into your account and lapses at the end of the day.
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Uncovering Freshcaller’s Hidden Charges and Add-ons
While Freshcaller offers affordable plans, you should be aware of potential hidden charges that depend on factors like your location, call destination, and add-ons.
Freshcaller’s Add-ons and Variable Costs
Freshcaller provides several add-ons to expand your capabilities, but each comes with its own cost structure. Here’s a quick overview:
- Additional Phone Numbers: Freshcaller number pricing varies based on the country of purchase, with local numbers costing as little as $1.1/month in some regions and toll-free numbers significantly more. For example, a local number might cost around $1.1/month in Germany, while a toll-free number could cost around $25/month, depending on the country.
- International Call Rates: Freshcaller charges per minute for international calls. These rates depend on both the destination country and the country of the agent. For example, calls made from the US to Germany will have different rates compared to calls made to the UK or Australia.
- Call Recording: Recording calls incurs additional charges (typically around $0.0032 per minute), with rates varying for users choosing to record calls and for specific users like supervisors or team members.
Freshcaller’s Complex Pricing Structure
One of the challenges with Freshcaller’s pricing is its complexity. Costs are not straightforward and can vary greatly depending on:
- The country of purchase (e.g., phone number costs differ by location).
- The agent’s country of origin (incoming and outgoing call rates change based on where agents are located).
- The type of number you select (local, mobile, toll-free).
- Additional features (like call recording, advanced integrations, and special routing features).
As a result, Freshcaller’s pricing can be difficult to predict upfront, and businesses should take the time to calculate all potential costs based on their specific use case.
CloudTalk vs. Freshcaller: A Quick Comparison
When comparing CloudTalk’s pricing to Freshcaller’s, it’s clear that each platform has strengths. Freshcaller provides budget-friendly solutions, while CloudTalk offers advanced tools for scaling businesses. Below is a quick comparison:
Feature
CloudTalk
Freshcaller
Advanced Reporting
Global Coverage
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Short Overview of CloudTalk’s Plans and Pricing
CloudTalk has 4 pricing plans on offer, ranging in price from $25 to $50 per user/month, with a special exception for the custom pricing plan, which lets you tailor your solution to your unique business needs. Here’s a breakdown of CloudTalk’s plans:
- Starter: CloudTalk’s most basic plan, designed specifically for micro and small businesses. Easy to set up and easier to use, this plan offers small teams everything they need to kick off their call center operations.
Key Features: Click-to-Call, Voicemail, Call Flow Designer (CFD), Automatic Call Distribution (ACD)
Price: $25 per user/month - Essential: CloudTalk’s equivalent to RingCentral’s advanced plan, focused on growing SMBs and MMBs. This plan helps teams expand their inbound and outbound operations, automate processes, and improve experiences.
Key Features: SMS/MMS, Interactive Voice Response (IVR), Skill-Based Routing, Callback, Integrations + Open API
Price: $29 per user/month - Expert: CloudTalk’s feature-packed plan for growing MMBs and enterprises, or any team that requires robust calling capabilities. This plan helps customer-facing departments streamline outreach and improve performance.
Key Features: Power Dialer, Smart Dialer, VIP Queues, WhatsApp Inbound & Outbound Messages, Call Monitoring
Price: $49 per user/month - Custom: CloudTalk’s ultimate plan for the most demanding of companies, tailored perfectly to their particular business needs. This plan allows you to do it all, from coordinating teams to conquering the world’s many markets.
Key Features: Custom Onboarding, Unlimited Outbound Calls with Flat Rates, Enterprise-Level Security, Developer Support
Price: Varies based on features, number of users, etc.
Interesting Benefits of CloudTalk
- Comprehensive Global Coverage
CloudTalk supports over 160 countries, providing a global reach for businesses looking to expand internationally. Whether you’re operating in a single country or managing multiple locations, CloudTalk ensures seamless communication across borders, which is a major advantage over Freshcaller, which is more limited in its coverage. - AI-Powered Features
CloudTalk integrates AI even in its lower-tier plans. These tools include Call Routing, Sentiment Analysis, and AI Smart Notes, which improve call efficiency, reporting accuracy, and agent productivity. - Customizable Call Flows
CloudTalk’s Call Flow Designer lets businesses automate and customize their call routing process based on customer data and call history. This flexibility ensures your customers are always connected with the right agents, helping to improve customer satisfaction and reduce wait times.
Freshcaller Best Features
Key Features:
- Simple Setup: Set up quickly with essential call management tools.
- Freshworks Integration: Easily integrate with Freshworks suite, including Freshdesk and Freshservice.
- AI Tools (Enterprise plan only): AI-powered insights that help improve service quality.
Freshcaller’s Pros and Cons
Pros:
- Affordable Pricing: Freshcaller’s pricing structure is competitive, especially for small businesses, with a Free Plan and Growth Plan offering affordable solutions.
- Simple Setup: Quick and easy to implement with basic call management features, suitable for businesses with minimal call center needs.
- Freshworks Integration: Seamlessly integrates with the Freshworks suite, such as Freshdesk and Freshservice, enabling a unified experience for businesses using other Freshworks tools.
- Scalable with Paid Plans: As your business grows, Freshcaller offers plans with additional features like IVR, call analytics, and integrations with CRMs, which can accommodate scaling teams.
- Day Pass for Occasional Agents: Provides flexibility for businesses to add agents as needed without committing to a full subscription, available in the Growth, Pro, and Enterprise plans.
Cons:
- Limited International Coverage: Freshcaller’s international coverage is restricted, which may affect businesses operating globally.
- Complex Pricing Structure: Freshcaller’s pricing can be difficult to predict, especially with varying rates for international calls, phone numbers, and add-ons.
- No 24/7 Support on Lower Plans: Freshcaller’s Free Plan and Growth Plan lack 24/7 support, which can be an issue for businesses that require continuous assistance.
- Basic Features on Lower Plans: Many advanced features like AI-powered analytics, custom call flows, and detailed reporting are only available in higher-tier plans, such as the Pro and Enterprise plans.
- High Additional Costs for Add-ons: Features like call recording, international calling, and additional phone numbers come at extra costs that can quickly increase the overall pricing.
Freshcaller vs. CloudTalk: CloudTalk Takes the Lead on Pricing
Freshcaller offers a solid, budget-friendly option for small businesses with basic needs. Its pricing is competitive, but businesses may find themselves limited as they scale.
On the other hand, CloudTalk provides a more comprehensive solution. It’s ideal for businesses that want to grow without constantly upgrading their system.
With advanced features like AI-powered call routing, customizable workflows, and global coverage, CloudTalk offers greater flexibility and scalability.
For businesses looking to scale, CloudTalk delivers more value across all plans, with the ability to expand globally and access advanced tools that Freshcaller lacks.
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