The Freshdesk integration, developed by VoiceFoundry, allows Freshdesk customers to quickly integrate Amazon Connect call details into a clean, simple module within the Freshdesk workspace.
This gives agents quick access to customer details including ticket history to ensure customer’s support needs are easily resolved.
See CTI Integration in Action
The Integration Provides:
Incoming calls generate a screen pop of the caller information, eliminating the need for the agent to search for customer information. Agents can greet the customer by name with all of their account information at their fingertips.
Click to Dial
With CTI integration an agent can simply click any highlighted number and the phone will dial directly. No need to punch in numbers.
Create a New Ticket
Agents can easily open a new ticket with a single click in the screen pop window. All information is updated in the customer record.
Easily create a new contact in the screen pop window. All caller information is added to the new contact information in the CRM.
With more information, agents can create an enhanced customer experience every time.
Rather than spending time on tedious and redundant lookups, the Freshdesk integration seamlessly allows agents to focus on servicing customer’s immediate needs without searching for information, thereby reducing handle times and increasing customer satisfaction.
Call details include:
Do you have a plan to migrate your Contact Center to the Cloud? Are you ready for the challenges? We’ll help you uncover the best path! Sign up here for your FREE White Paper: 10 Tips on Migrating to Amazon Connect.