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Freshdesk Integration with Contact Center Software Solution

Personalized Contextual Interactions

Context-driven customer interactions are the primary goal for an ideal call center integration with a helpdesk application, and Ameyo-Freshdesk integration delivers this on point. It enables call center agents to deliver personalized services with the help of customer profile information displayed via automatic screen pop-up when a call is connected. Agents can view past tickets and respective interactions, voice logs, for each customer to deliver comprehensive customer experience.

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Improved Agent Productivity

Ameyo-Freshdesk integration will free the agents from switching between multiple applications to retrieve customer information every time they are resolving a customer query. Freshdesk Integration with Ameyo contact center software helps the agents to perform various actions without leaving the Freshdesk application. Thereby, increasing the agent’s efficiency and ease of handling support tickets.

Easy Click-to-Dial Functionality

Agents can call customers directly from the Freshdesk interface by clicking on the phone number. Agents don’t have to copy and paste the number from Freshdesk to Ameyo to dial the numbers for every interaction. This helps the agents to remain on the Freshdesk interface and never waste time in dialing the numbers manually.

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Automated Ticket Creation

Ameyo integrates with Freshdesk to automatically generate a ticket for an incoming call. In addition to this, there is flexibility to merge the call with existing tickets as well for any specific contact. All the call related data including the call recording URL is automatically tagged with the relevant ticket to ensure complete context for future actions. An agent can append multiple calls into a single ticket pertaining to a single customer.

Better Reporting and Monitoring

By providing call metrics data like call duration and average handling time for tickets in Fresdesk, Ameyo furnishes more comprehensive reporting of agent performance and other KPIs. Ameyo Dashboard allows supervisors to instantly manage agent workforce in real-time, with a holistic view of call source, live calls, call duration, etc. and analyze the reports to take spontaneous yet informed decisions.

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CUSTOMER SUCCESS STORY

Gulf African Bank

Discover how a leading African Bank revamped their case management processes to get the customer issues resolved in a much quicker way.

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Collaboration

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