Freshdesk launches integrated cloud telephony feature Freshfone

SaaS-based customer support platform Freshdesk Inc has launched its integrated telephony feature called Freshfone. It is a virtual cloud-based contact centre software that allows staff to handle telephone-based queries through its unified service.

Talking to Techcircle.in earlier this year, Girish Mathrubootham, co-founder and CEO, Freshdesk had shared that an integrated telephony feature along with chat support will be added to the portfolio soon. Freshfone lets businesses directly talk to customers and keep a record of the conversations as well. Businesses can opt for a local number or a toll-free number. It is a single-window platform for receiving calls, transferring the call, triggering IVR , organising tickets and more.

Earlier this year, the SaaS-based customer support platform crossed 11,000 users across 18 countries. It offers multi-channel customer support across social media, chat, telephone and mobile apps. "For multi-channel customer support, Freshdesk has the most number of channels in the industry," Mathrubootham had stated at the time.

This particular feature will put Freshdesk in direct competition with other cloud telephony players like Exotel, Knowlarity, Ozonetel and Kookoo.

Founded by Mathrubootham along with Shan Krishnasamy (CTO) in 2010, Freshdesk is backed by Accel Partners and Tiger Global from which it raised $5 million in April 2012. Though the firm is not looking to raise more capital currently, when it does it will be a larger round worth $15-25 million.

(Edited by Joby Puthuparampil Johnson)