Oct 21, 2020

Freshworks: Remote Flexibility through Freshcaller

Digital Transformation
Supply Chain
Sean Galea-Pace
4 min
Freshworks: Remote Flexibility through Freshcaller
Supply Chain Digital explores Freshworks and takes a look at its Freshcaller platform in the fourth of six articles...

Freshworks provides a suite of products that combine the power of sales, support, and marketing software together so that you not only communicate more effectively but also keep track of the full 360º view of your customer data.

The company offers Freshworks 360 - the ultimate customer-for-life software suite - which allows engagement with customers at all steps of their journey. Freshworks solutions and experts can support, accelerate and improve inventory management efforts as your supply chain and business grows. It provides omnichannel customer engagement, in-context collaboration and integrated experience. Its products include:

  • Freshdesk - Empowering support teams to work together and resolve customer issues more quickly and efficiently.
  • Freshservice - Streamline IT services and manage internal requests from employees.
  • Freshsales - Keep sales teams updated about prospects and close deals quicker.
  • Freshchat - Engage with website visitors and product users for sales and customer success.

In this article, we examine Freshworks’s most popular platform - Freshcaller.

Through Freshcaller, organisations can provide value at scale without needing to take on the cost and complexity of legacy software.

Freshcaller is:

  • Contextual - it empowers and encourages teams to create/respond to all opportunities with full transparency and context.
  • Modern - Freshcaller upgrades your current phone technology to a state-of-the-art routing and voice AI engine.
  • Beautifully simple - Freshcaller is a minimum-fuss maximum-love voice platform built just for you.

Freshcaller allows your phone teams to work from home or remotely. As a business, it is essential that your phone teams are prepared to work wherever they are, particularly as a result of the current global situation with COVID-19. Freshcaller’s cloud-based phone solution provides that flexibility to break free from your desk and work from anywhere. 

Freshcaller allows:

Flexibility with a mobile app

It’s clear that distractions can be unavoidable when working from home so you might not always be in front of your laptop 24/7. However, rushing to your workspace for making and taking calls can be inconvenient. By downloading the Freshcaller mobile app for Android and iOS, you can break-free from the traditional workspace. Freshcaller is tightly linked with Freshworks’ in-house CRM and Helpdesk which enables users to link calls to tickets or leads from within the mobile app.

Stay on top of your team’s performance

Lots of team leaders may be concerned that their team’s productivity could decrease with remote working. This is usually because of a lack of visibility to ensure that the team is indeed working. However, with Freshcaller’s best-in-class supervisor controls, managers can monitor and track their phone team’s performance regardless of where they are located or where their team is based. This means that managers can be provided with custom reports on agent productivity, monitor ongoing calls and interrupt calls in real-time. Freshcaller allows you to manage the team with ease even while working remotely.

Route your calls effectively with intelligent routing options

If your business operates across a number of different timezones, it can be a difficult task to route calls to the correct team. This could be even more challenging if your team is distributed. Through Freshcaller’s advanced routing capabilities, you can control and define the path of your incoming calls and route them to the correct team. Additionally, you can configure business hours for each specific team and plan holiday leave.

Provide context and collaborate across teams

A lack of teamwork and context is often an issue when teams work remotely. Through Freshcaller’s call transfer capability, organisations can assign calls with context. Call conferencing enables you to ask another team member to work together on the same call. Through the call notes capability, you can take detailed notes for every call which would be put towards the caller’s history and provide contextual visibility to other team members. Freshcaller’s integrations also ensure that your call information flows through your CRM and Helpdesk.

Freshcaller’s capabilities for remote working include:

  • Business hours routing
  • Holiday routing
  • Voicebot
  • Call transfer
  • Call conferencing
  • Reporting and analytics
  • Mobile app
  • Call monitoring and barging
  • Integrations

Interested in finding out more? To try freshcaller for free for 21 days, click here! 

Share article

Jun 18, 2021

New speakers announced for Procurement & Supply Chain Live

2 min
Two leading executives join the lineup for this September’s inaugural supply chain and procurement live event, Procurement & Supply Chain Live

Two leading executives in supply chain transformation have been confirmed for this year's Procurement & Supply Chain Live event. 

Procurement & Supply Chain Live is the perfect opportunity to hear from prominent executives at the world’s leading procurement and supply chain businesses. The event will be streamed live from Tobacco Dock, London via the leading networking platform Brella.

CLICK HERE to sign up for Procurement & Supply Chain Live today and enjoy special early bird rates

The three-day show, running 28-30 September 2021, is an essential deep dive into the industry, with influential speakers sharing insights and strategies from their organisations, group roundtable discussions, and fireside chats. 

We take a look at the latest additions to the already amazing lineup of speakers announced so far, and what they will bring to the flagship event.

Shaun Plunkett 

VP Global Supply Chain at Macmillan Education Ltd

Shaun Plunkett

Shaun Plunkett has over 30 years of supply chain leadership experience in FMCG, entertainment and media sectors, supporting multi-billion euro businesses including Universal Music, EMI, Sony Music, Harper Collins and Associated British Foods. He has a track record of successfully delivering transformational change coupled with award winning operating models and developing and coaching global teams. Plunkett says that challenging the status quo is at the heart of what drives him on a daily basis - and encouraging others to continuously push the boundaries. 

Read more about Plunkett’s involvement in Macmillan Education’s supply chain transformation HERE

Vikram Singla

Digital Transformation Lead, Oracle UK and Board Member, CILT at Macmillan Education Ltd

Vikram Singla

Vikram Singla is digital transformation director at Oracle, UK. He helps supply chain and finance business leaders leverage technology to deliver meaningful business outcomes for their organisations. He also serves on the board if CILT (Chartered Institute of Logistics and Transport) – UK and is an Honorary Visiting Fellow at Anglian Ruskin University. Singla has more than 25 years’ experience in the technology sector, and in global supply chain transformation, including deploying business transformation programmes for Fortune 500 firms. In his spare time, Singla is a passionate brand ambassador for Cancer Research.


Plunkett and Singla join a growing line-up of speakers, including: Sheri R. Hinish, IBM; Robert Copeland, G4S; Daniel Weise, BCG; Mark Bromley, Mastercard; David Loseby, Rolls Royce; and Ninian Wilson, Vodafone Procurement Company. 

CLICK HERE to secure your place at Procurement & Supply Chain Live

Share article