Searching for ways to distribute incoming calls using random algorithms to ensure fair agent workloads and faster resolutions? You’ve come to the right place. With Freshcaller, you can implement random call routing in minutes, guaranteeing that no agent is overloaded and every caller is connected swiftly.

I know how challenging it can be to balance call queues, minimize wait times, and keep every support rep engaged. That’s why I rely on Freshcaller’s random routing capabilities—trusted by growing teams worldwide—to handle unpredictable call volumes. Ready to modernize your contact center? Try Freshcaller Free for 14 days Today and experience seamless, random distribution in action.

What is Freshcaller?

Freshcaller is a cloud-based contact center solution designed to simplify voice support. At its core, it offers advanced inbound routing options—including truly random call distribution—to ensure calls are assigned fairly across your team. Whether you need basic round-robin, skill-based, or random routing, Freshcaller delivers flexibility and reliability.

Freshcaller Overview

Founded as part of the Freshdesk family, Freshcaller’s mission is to deliver effortless conversations for businesses of all sizes. Since its launch, it has onboarded thousands of customers, scaled to support enterprises across 90+ countries, and integrated AI-driven voice capabilities to keep pace with evolving support demands.

From day one, the goal was clear: provide a minimum-fuss, maximum-delight voice platform. Today, Freshcaller powers remote-ready teams, supports advanced voice AI, and offers comprehensive analytics—making it a standout choice for companies seeking reliable, random call allocation and more.

Pros and Cons

Pros:

Random Call Routing: Balances workloads by distributing calls unpredictably across agents.

Easy Setup: Get your contact center running in hours, not days.

AI-Powered Voice Bots: Handle routine queries, reducing agent burnout.

Global Numbers: Purchase local or toll-free numbers in 90+ countries.

Real-Time Analytics: Monitor performance and service levels on live dashboards.

Scalable Plans: From free to enterprise-grade, pick pricing that fits your growth.

Cons:

Advanced IVR and speech-enabled IVR only available on Enterprise plan.

Some complex call-center features require higher-tier subscriptions.

Features: Randomized Call Routing and Beyond

Freshcaller’s feature set ensures you never miss a beat, whether you’re distributing calls randomly or implementing skill-based queues. Below are key capabilities:

Inbound Routing Automation

Automate call distribution with customizable rules:

• Round-robin, fixed order, or random routing algorithms
• Holiday routing and business hours schedules
• Skills-based and priority routing options

AI-Powered Voice Bots

Leverage Freddy AI to handle common queries and free up agents:

• Speech-enabled IVR menu navigation
• Automatic call transcription and sentiment analysis
• Fallback to human agents when complexity spikes

Call Monitoring and Coaching

Ensure high-quality support with real-time insights:

• Call barging, whisper, and listening modes
• Pause and resume recordings for compliance
• Post-call scorecards and agent performance metrics

Global Number Management

Expand your reach with international numbers:

• Local, toll-free, and mobile numbers in 90+ countries
• Bring-Your-Own-Carrier (BYOC) support
• Number porting and vanity numbers

Freshcaller Pricing

Choose a plan that scales with your business:

Free

Price: $0/agent/month + pay-per-minute

Ideal for startups and small teams getting started with basic random call distribution.

• Buy local and toll-free numbers
• Inbound caller ID and call metrics
• Basic call queues and voicemail

Growth

Price: $18/agent/month + pay-per-minute

Designed for teams in fast-growth mode needing enhanced routing.

• Up to 2,000 free incoming minutes/month
• Wait queues, call recording, and pre-built reports
• Parallel calling and queue transfer

Pro

Price: $47/agent/month + pay-per-minute

Perfect for high-performance teams requiring advanced analytics.

• Up to 3,000 free incoming minutes/month
• Advanced call metrics, holiday routing, and call barging
• Agent availability reports and IVR phone trees

Enterprise

Price: $83/agent/month + pay-per-minute

Built for enterprise-grade support and complex workflows.

• Up to 5,000 free incoming minutes/month
• Speech-enabled IVR, service-level monitoring, abandoned call metrics
• Customizable analytics and unified Messaging API

Freshcaller Is Best For

Whether you need simple random call distribution or full-fledged contact center capabilities, Freshcaller serves diverse audience needs.

Small Businesses

Get started with minimal fuss, a free plan, and easy number setup. Keep costs low while delivering professional voice support.

Fast-Growing Teams

Upgrade to Growth or Pro to access advanced routing rules, call recording, and real-time dashboards that scale with your demand.

Enterprises

Benefit from robust SLA monitoring, speech-enabled IVR, and global number management. Ensure consistent, compliant support at scale.

Benefits of Using Freshcaller

• Fair Workload Distribution:

  Randomized routing ensures no single agent gets overwhelmed during high-volume bursts.

• Reduced Wait Times:

  Dynamic queue assignment speeds up response times and boosts customer satisfaction.

• Scalable Setup:

  Configure your contact center in hours, not days, with intuitive click-and-go wizards.

• Global Reach:

  Purchase or port numbers in 90+ countries and deliver localized experiences.

• AI-Driven Efficiency:

  Automate repetitive queries with voice bots and free agents to handle complex issues.

• Insightful Analytics:

  Monitor KPI trends, abandoned call rates, and service levels on live dashboards.

Customer Support

Freshcaller’s support team is available around the clock via email, chat, and phone. Response times average under 30 minutes, ensuring your random routing setup and day-to-day operations never stall.

From onboarding guidance to troubleshooting advanced call flows, support reps are knowledgeable about every feature—including random call distribution—and dedicated to your success.

External Reviews and Ratings

Customers on trusted review sites consistently praise Freshcaller’s simplicity and reliability. Many highlight how random routing alleviated scheduling headaches and balanced workloads effortlessly.

Some users request deeper IVR customization, but Freshcaller continues to expand its feature set. Recent updates address these concerns by adding holiday routing, advanced call barging, and improved analytics.

Educational Resources and Community

Freshcaller offers a wealth of learning materials: official blogs, step-by-step tutorials, and live webinars covering random routing strategies and best practices. The active user community forum exchanges tips on optimizing call flows and leveraging AI bots.

Additionally, Freshworks Academy provides certification courses for admins and managers, ensuring your team masters every facet of contact center operations.

Conclusion

Balancing agent workloads, keeping wait times low, and delivering exceptional voice support doesn’t have to be hard. With Freshcaller and its powerful random call routing features, you’ll streamline operations and delight customers—all without heavy lifting. Ready to transform your contact center? Try Freshcaller Free for 14 days Today.