List of Freshdesk Contact Center (formerly Freshcaller) Customers
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Since 2010, our global team of researchers has been studying Freshdesk Contact Center (formerly Freshcaller) customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Freshdesk Contact Center (formerly Freshcaller) for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Freshdesk Contact Center (formerly Freshcaller) for Call Center include: Department for Digital, Culture, Media and Sport (DCMS), a United Kingdom based Government organisation with 900 employees and revenues of $2.50 billion, Nottingham City Council, a United Kingdom based Government organisation with 6879 employees and revenues of $474.0 million, Glen Dimplex Heating & Ventilation, a United Kingdom based Manufacturing organisation with 1500 employees and revenues of $201.0 million and many others.
Contact us if you need a completed and verified list of companies using Freshdesk Contact Center (formerly Freshcaller), including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Department for Digital, Culture, Media and Sport (DCMS) | Government | 900 | $2.5B | United Kingdom | Freshworks | Freshdesk Contact Center (formerly Freshcaller) | Call Center | 2018 | n/a |
In 2018 the Department for Digital, Culture, Media and Sport implemented Freshdesk Contact Center (formerly Freshcaller) as its Call Center solution to support IT service desk workflows and 2nd Line Support across Cabinet Office and DCMS users. Freshdesk Contact Center was positioned to centralize inbound call handling, call logging, and handoff into service desk workflows for incident response and complaint calls.
The implementation focused on call routing, queue management, and ticket creation tied to incident management processes, with configurations to enforce SLA ownership and resolution protocols. Service desk agents assumed ownership of tickets opened via call logging systems Fresh and Jira, and workflows were structured to prioritize daily workloads and Tech-bar requests.
Integrations and operational coverage included Google G Suite to Active Directory group and Drive migration using scripted tooling, Windows 10 and Mac OS X endpoints in scope, and smartphone account provisioning through AirWatch for iOS and Android devices. The deployment therefore connected telephony intake to existing identity and device management services to maintain account provisioning and access controls.
Governance emphasized ticket ownership, SLA adherence, incident management escalation, and adherence to access control guidelines for financial and other sensitive network areas. Operational responsibilities documented during the April 2018 to December 2018 support window included prioritization of incoming calls, service management principles applied to complaint handling, and standardization of processes for provisioning and access requests.
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Glen Dimplex Heating & Ventilation | Manufacturing | 1500 | $201M | United Kingdom | Freshworks | Freshdesk Contact Center (formerly Freshcaller) | Call Center | 2021 | n/a |
In 2021, Glen Dimplex Heating & Ventilation implemented Freshdesk Contact Center (formerly Freshcaller) to centralize consumer contact and support operations. The Freshdesk Contact Center deployment is classified in the Call Center category and was provisioned to handle inbound product enquiries and guarantee support workflows for the Consumer Support teams. Configuration focused on core Call Center capabilities such as cloud telephony, contact routing and queuing, agent desktop ticketing and consolidated interaction logs to support a Digital First consumer strategy. The implementation emphasized knowledge centralization and self service, aligning Freshdesk Contact Center workflows with a centralized knowledge base and customer focused quality standards, and included reporting and KPI instrumentation to populate a performance reporting pack used by team leaders and stakeholders. Operational scope covered the Consumer Support and Customer Experience functions, with a restructured team model of dedicated product teams to provide expert support. Governance changes delivered standard operating procedures, customer quality standards and a performance review cadence, while departmental communication improved through hybrid working tools within Microsoft 365. Outcomes cited internally included reduced consumer effort scores, increased satisfaction and a reduction in low value contact into the Customer Experience team.
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Nottingham City Council | Government | 6879 | $474M | United Kingdom | Freshworks | Freshdesk Contact Center (formerly Freshcaller) | Call Center | 2022 | n/a |
In 2022, Nottingham City Council implemented Freshdesk Contact Center (formerly Freshcaller) as a Call Center solution to increase efficiency and self service across its public sector customer interactions. The deployment focused on rethinking citizen journey management and agent interaction through Freshdesk Omnichannel capabilities and embedded analytics.
The Freshdesk Contact Center implementation emphasized omnichannel routing, automation, and knowledge management, with configuration work that produced over 100 automations and a 10x increase in automation activity. Knowledge base adoption was demonstrable, exceeding 15k views on Knowledge base articles, and analytics were used to prioritize automation and article coverage.
Operational coverage centered on shared services and internal agent desks, improving day to day response workflows and reducing manual handling, with a reported 20% reduction in manual effort. The platform supported internal agent response improvements and centralized contact handling across service teams, aligning contact center queuing and agent productivity tooling with public service caseflows.
Governance activity included scaling automation rules and knowledge content to sustain omnichannel servicing and using analytics to iterate on workflows, while rollout emphasized agent enablement and content publication for self service. The Freshdesk Contact Center installation is positioned as a core Call Center capability within Nottingham City Councils East Midlands Shared Services operating model, combining automated routing, knowledge driven self service, and analytics for ongoing operational tuning.
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Buyer Intent: Companies Evaluating Freshdesk Contact Center (formerly Freshcaller)
- Caribglobal Data Services, a Curaçao based Banking and Financial Services organization with 30 Employees
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