This article provides an overview of the Voice add-on features available in Freshdesk Omni across different subscription plans and highlights the differences.
Understanding subscription plans
The Voice add-on enables Voice as a channel in Freshdesk Omni, allowing your team to handle customer calls in Freshdesk. It is available with the Growth, Pro, and Enterprise plans.
The Voice add-on uses seats to determine the number of Voice agents included with your subscription. When you purchase the add-on, you can specify the number of seats required for your account.
The Voice add-on pricing depends on your Freshdesk Omni plan, billing frequency, and currency. Your Voice add-on plan must match your base Freshdesk Omni plan, and the number of Voice add-on licenses must not exceed the number of agent licenses in your base subscription.
For example, if you have the Freshdesk Omni Pro plan with 10 agent licenses, you can only purchase the Pro Voice add-on and can get up to 10 Voice add-on licenses. You cannot choose a different Voice add-on plan.
Note: The prices and subscription details displayed on the Plans and Billing page may vary based on your plan, billing frequency, currency, and subscription configuration.
The following table lists the Voice add-on price by plan, billing frequency, and currency.
Plan | Billing Frequency | USD | EUR | GBP | INR | AUD |
Growth | Annually | 15 | 15 | 12 | 999 | 25 |
Monthly | 18 | 18 | 15 | 1199 | 30 | |
Pro | Annually | 39 | 39 | 29 | 2799 | 55 |
Monthly | 47 | 47 | 35 | 3399 | 66 | |
Enterprise | Annually | 69 | 69 | 55 | 4999 | 99 |
Monthly | 83 | 83 | 66 | 5999 | 119 |
Note: The exact pricing and allocation displayed on your Plans and Billing page can vary based on your subscription.
Feature availability by plan
The following table compares the Voice add-on features available across Freshdesk Omni plans.
Feature | Growth | Pro | Enterprise |
| Free incoming minutes (included minutes are per month, per account) | 2000 | 3000 | 5000 |
| Buy Local Numbers | Y | Y | Y |
| Buy Toll-free Numbers | Y | Y | Y |
| Inbound Caller ID | Y | Y | Y |
| Number Porting | Y | Y | Y |
| Desktop Notifications | Y | Y | Y |
| Call Notes | Y | Y | Y |
| Custom Greetings | Y | Y | Y |
| Call Metrics | Y | Y | Y |
| Conversation Properties | Y | Y | Y |
| Inbox | Y | Y | Y |
| My Performance Dashboard | Y | Y | Y |
| Basic Call Queues | Y | Y | Y |
| Wait Queues | Y | Y | Y |
| Voicemail | Y | Y | Y |
| Warm Transfer | Y | Y | Y |
| Call Recording | Y | Y | Y |
| Pre-built Reports | Y | Y | Y |
| Parallel Calling | Y | Y | Y |
| Queue Transfer | Y | Y | Y |
| Call Masking | Y | Y | Y |
| Forward to Phone | Y | Y | Y |
| External Number Routing | Y | Y | Y |
| Call Metrics Export | Y | Y | Y |
| Voicemail Drop | Y | Y | Y |
| Voicemail Transcription | Y | Y | Y |
| Ringtone Customisation | Y | Y | Y |
| Marketplace integrations | Y | Y | Y |
| Holiday Routing | N | Y | Y |
| Advanced Call Metrics | N | Y | Y |
| Call Barging | N | Y | Y |
| Call Center Agent Statuses | N | Y | Y |
| Call Recording Opt-out | N | Y | Y |
| Agent Availability Report | N | Y | Y |
| Queue Callback (Virtual Hold) | N | Y | Y |
| Call Lifecycle | N | Y | Y |
| Call Monitoring | N | Y | Y |
| Pause Recordings | N | Y | Y |
| Custom Reports | N | Y | Y |
| Call Conferencing | N | Y | Y |
| Bring Your Own Carrier | N | Y | Y |
| SIP Connections | N | Y | Y |
| Agent Extensions | N | Y | Y |
| Smart Escalations | N | Y | Y |
| After Call Work | N | Y | Y |
| Non-Business Hours Routing | N | Y | Y |
| Live Dashboard | N | Y | Y |
| Build Your Own Reports | N | Y | Y |
| Schedule Reports | N | Y | Y |
| Power Dialer | N | Y | Y |
| Abandoned Call Metrics | N | N | Y |
| Service Level Monitoring | N | N | Y |
| Post Call Transcription (Freddy) | N | N | Y |
| Routing | |||
| Ring all agent simultaneously | Y | Y | Y |
| Ring most Idle agent first | Y | Y | Y |
| Routing Automation | N | Y | Y |
| IVR (Phone Trees) | N | Y | Y |
Additional information
- Incoming call minutes: The included minutes apply to browser-answered inbound local calls across North America, Europe, the UK, and Australasia. A standard charge of $0.013 per minute applies after you use the included minutes.
- Additional charges: Phone number purchases, calls, call recording, and voicemail transcription may incur additional charges, as applicable. For details, see Call rates.
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