Overview

Freshcaller combines a business phone system with call routing, call records, and voice automation. It supports business numbers from more than 90 countries and bring-your-own-carrier connectivity, with web, Android, and iOS access. Its call controls and routing options can serve complex queues, though teams with basic call needs may not need the extra capability.

Two-way marketplace integrations connect it with Freshdesk, Freshservice, and Freshworks CRM. In Freshdesk, agents can call from within the product and turn a call into a ticket in one click. Freshcaller also belongs in the Call Center Software and Business Phone Systems categories.

Key features

Routing and call controls

Team-, time-, and intent-based routing, queue callbacks, and routing automation give teams several ways to direct inbound calls. An auto attendant and advanced routing can help manage distinct queues and caller needs. Agents can hold, mute, transfer, conference, forward, and drop voicemail during calls. These tools are useful for busy support or sales teams, but may be more than a small operation with one straightforward call path requires.

Call intelligence and voice automation

Call recordings, post-call transcripts, call-lifecycle information, and live dashboards support conversation review and operational monitoring. AI-powered voice bots and speech-enabled IVR can handle repetitive queries and reduce wait times, making automation a practical draw for teams facing recurring call volume.

Mobile and security

The mobile app supports iOS 10 and higher and Android 5.0 and higher, but is available only in English. That language restriction and the stated minimum versions may rule it out for some distributed teams or older devices. Freshworks says its services use AES 256-bit encryption at rest and HTTPS with TLS 1.2 in transit. Its Trust Center lists SOC 2 Type 2, ISO/IEC 27001:2022, ISO/IEC 27701:2019, SOC 3, PCI DSS v4.0.0, and other compliance resources. Standalone Freshcaller is not PCI DSS applicable; Freshworks says its data stores are encrypted and controls are audited against SOC 2, ISO 27001, ISO 27701, and Cyber Essentials Plus.

Pricing

Freshcaller has a free plan and paid plans billed annually, with a 14-day trial that provides access to all features in the Enterprise plan. The service is pay-as-you-go, so per-minute charges apply; included minute allowances should be weighed against expected call volume. Cancellation has no fee, but takes effect at the end of the term.

Free: $0/agent/month, billed annually, plus pay-per-minute charges; unlimited agents. This removes the seat-count barrier, but the plan information gives no included minute allowance or paid-plan feature bundle, so teams should not assume those are included.
Growth: $15.00 USD per month, billed annually. It includes 2,000 incoming minutes per month, number porting, wait queues, voicemail, warm and cold transfer, call recording, and day passes at $2/pass. It suits teams that need core queue and recording tools, but the limited included minutes and usage charges matter as call volume grows.
Pro: $39.00 USD per month, billed annually. Its 3,000 incoming minutes per month come with holiday routing, agent statuses, routing automation, call conferencing, smart escalations, and day passes at $7/pass. This is the more suitable tier for teams that need automated routing and escalation tools, at a higher monthly price and day-pass cost than Growth.
Enterprise: $69.00 USD per month, billed annually. It includes 5,000 incoming minutes per month, speech-enabled IVR, agent statuses, abandoned-call metrics, service-level monitoring, and day passes at $12/pass. It fits teams that need voice automation and service monitoring, though its included minutes still make actual usage an important cost factor.

Platforms

Freshcaller runs on the web and has Android and iOS apps. The mobile app's English-only interface and minimum OS versions—iOS 10 and Android 5.0—are relevant constraints for teams with other language needs or older devices.

Who it's for

Freshcaller is aimed at customer support, sales, IT, and HR teams that need to route and manage business calls. Its strongest case is a team with multiple call flows, recurring inbound volume, or a Freshworks workflow to connect. A low-volume team with simple call handling, or one that needs a non-English mobile app, should weigh the usage charges and mobile limits carefully.

Pros and cons

Pros: Team-, time-, and intent-based routing, callbacks, and automation give managers several ways to direct callers.
Pros: Recordings, transcripts, lifecycle data, and live dashboards support review and oversight of calls.
Pros: Freshdesk calling and one-click call-to-ticket conversion can keep support work in one workflow.
Cons: Per-minute billing means plan prices alone do not determine call costs.
Cons: Each paid plan has an included incoming-minute allowance, and day-pass charges rise from $2 on Growth to $12 on Enterprise.
Cons: The mobile app is English-only and has stated minimum operating-system versions, limiting fit for some teams.

Alternatives

Amazon Connect is worth considering for teams that prefer contact-based SMS and third-party messaging charges; its listed messaging price is 0.01 USD per contact, billed per message sent or received, and may vary by region and communication type.
Dialpad Support is another paid support option for teams comparing a platform with Android, iOS, web, desktop, API, and browser-extension access.
CallHub may suit teams that need to work with up to 10,000 contacts and want free credits to get started.
Genesys Cloud CX may be a fit for voice contact centers and associate users looking for voice-channel routing and speech capabilities.
Exotel Contact Center offers voice and digital channels, dialers, call routing, CRM integration, and quality management for teams comparing a broader channel set.
Daktela Contact Center is a paid alternative with a Voice plan priced at 30.00 EUR per month per user.
8x8 Contact Center is another option for teams willing to contact sales for a custom plan quote.
Twilio Flex may suit teams comparing per-monthly-active-user pricing, with Twilio primitives charged separately by usage.

Verdict

Choose Freshcaller if your team needs adaptable inbound routing, useful call intelligence, and close ties to Freshworks tools. Its main advantage is the breadth of call-handling and automation features across several team types; its main drawback is that per-minute billing and plan caps complicate cost planning, while the mobile app's language and version limits narrow its fit.

	Freshcaller	Xelion
Free plan	Yes
Free trial	Yes	No
Paid from	$15/mo
Platforms	Android, iOS, Web	Android, api, iOS, macOS, Web, Windows
Free plan	Yes
Paid from	$15/user/mo
Business numbers	multiple
Auto attendant	Yes	Yes
Call routing	advanced	advanced
Voicemail transcription	Yes	Yes
Desktop and mobile apps	Yes	Yes

Freshcaller vs Xelion

Freshcaller

Xelion