APRIL : BYOC
We have introduced the much awaited : "Bring your own carrier(BYOC)" feature in Freshcaller!
You can use your existing carrier or any local carrier of your choice without losing any product capabilities in Freshcaller.
Who is this for?
How does this work?
How to enable this?
For more details, please check our solution article.
1. WAIT QUEUE ENHANCEMENTS
2. AUD DATA CENTRE
1) Call queue/Wait queue enhancements :
What has changed?
2) Freshcaller is now available in the AUS pod!
Integrated accounts from Freshdesk/Freshsales/Freshservice will also be created in the AUS pod
JULY : IMPORT CONTACTS FEATURE
Bulk upload of contacts is now possible in Freshcaller by the user.
You can now bulk upload multiple contacts or company information with a .csv file under the Contacts section in your Freshcaller account. This was possible only through a backend request with us in the past.
1) Introducing Voicemail transcriptions - Now available for users in Blossom+ plans
Customers can boost their agent’s productivity by enabling voicemail transcriptions. This helps the agent to quickly read and understand the voicemail messages without listening to them one by one.
1. Voicemails can be enabled for specific phone numbers from admin->numbers section
3. Cost : $0.04/minute will be applicable.
4. Transcriptions will be done only in english.
For more details on how to set this up, please check out the solution article.
2) Freshcaller in-conversation window now has a new look! - Improved design and usability
Contacts section :
Conversation section improvements:
Introducing "Queue callback (Virtual hold)" in Freshcaller
"Please stay on the line...Your call is important to us. Please stay on the line...Your call is important to us...[Repeat on loop]" - Does this remind you of some frustrating experience where you were made to wait for an agent to pick up? This is a common pain point for customers with high call volumes.
With Queue callback, you can now eliminate the long wait times for callers by allowing them to opt for a "callback". The wait queue position will be maintained for the caller and the next available agent will call them when their call reaches the top of the wait queue line.
You can also customise the fallbacks in the event of an unsuccessful callback. Ex: Call the customer and request a voicemail or play a message to inform that they were unable to call within business hours.
TEST CONNECTION :-
There are some prerequisites such as sufficient bandwidth, network connectivity, open ports, whitelisted IPs etc. that ensure a seamless caller experience. This is often not obvious to customers who are moving from a traditional phone system.To help customers verify these settings without reaching out to us, we have introduced a "Test connection" featurewithin the product.
Custom agent availability(away) statuses - Available now for all Estate plan users
Admins can now monitor agents better by configuring a set of custom away statuses (Lunch, Break etc).
Why is this useful?
How does this work?
More details are available in the KB article here.