Question 1

Is Edesy an alternative to Freshcaller (Freshdesk Contact Center)?

Accepted Answer

Edesy Cloud Contact Center is worth comparing with Freshcaller (Freshdesk Contact Center), which is the contact center product in the Freshworks suite. What Edesy offers: Agent dialer with progressive and power pacing, Indian numbers with self-serve KYC, Prepaid INR wallet with GST invoices. Check Freshcaller (Freshdesk Contact Center)'s current plans for the same items before deciding.

Question 2

How much does Edesy cost compared with Freshcaller (Freshdesk Contact Center)?

Accepted Answer

Edesy seats are Rs 1,500 (Starter, up to 20 agents), Rs 2,500 (Professional, up to 100 agents) or Rs 3,500 (Enterprise) per agent per month, plus calls at Rs 0.50/min. Prices exclude 18% GST. Compare against Freshcaller (Freshdesk Contact Center)'s current published pricing.

Question 3

Can I move from Freshcaller (Freshdesk Contact Center) to Edesy?

Accepted Answer

Yes. Edesy provisions your agent seats; you then create skills, queues, agents and disposition codes at ccaas.edesy.in, buy Indian numbers after KYC, and point them at your queues. You can run both systems side by side while agents switch over.

Question 4

What is a cloud contact center?

Accepted Answer

A cloud contact center is call center software that runs in the cloud instead of on office hardware. Agents take and make calls from a browser, calls are distributed through queues (ACD), and supervisors watch live status and recordings online. Edesy's contact center is voice-focused and priced per agent per month.

Question 5

How is CCaaS different from a traditional call center setup?

Accepted Answer

CCaaS (contact center as a service) needs no PBX, desk phones or servers. You pay per agent seat each month plus call minutes, add or remove agents as needed, and agents can work from anywhere with a browser and a headset.

Question 6

What features does the Edesy contact center include?

Accepted Answer

ACD queues with round robin, longest idle and skill-based routing; a hold message while callers wait; a browser agent desktop with blind and warm transfer; dispositions and wrap-up codes; call recording; a supervisor real-time dashboard; listen, whisper and barge monitoring; AI call insights; agent and queue reports; and an agent dialer for outbound campaigns.

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