Top 5 Calling Features of Freshdesk CTI Connector that Ease Agents’ Workflow
Contact center agents are always bombarded with calls and customer interactions. They have to focus on each conversation with equal attention because they know a single miss can create a negative brand image in customers’ minds. Therefore, the whole customer support team works towards offering optimum assistance and retaining the customers.
Contact centers provide agents with the best supporting tools and seamless integrations with business applications and telephony systems. With the amalgamation of different tools and single-panel view, agents can eliminate to and fro in their work and deliver the best customer experience.
To understand how these tools help agents deliver up-to-the-mark assistance, we have discussed the excellent calling features of Freshdesk CTI Integration.
What is Freshdesk CTI Integration?
Freshdesk is an advanced cloud-based ticketing tool empowered with AI that promotes automation and collaboration, enhances customer engagement, and improves overall business performance. This tool has notable features such as — a knowledge base, advanced ticketing, multi-channel communication handling, and more. To reap the benefits of this tool’s features effectively it is crucial to integrate it with a Smart CTI Connector.
Freshdesk CTI integration equips agents to use all the features effectively. Let’s discuss the most useful calling features of Freshdesk CTI.
5 Exceptional Calling Features of Freshdesk CTI Connector
Outbound Calling
Without CTI integration, agents used to dial the call manually by checking the customer contact details on CRM every time before dialing. This time-consuming process increased manual tasking and hampered agents’ productivity. However, after integrating the CRM and other business applications with the CTI connector agents get an embedded dial pad and can place the call quickly without shuffling the screen.
Also Read: Simplify Call Handling With Freshdesk CTI Connector
Click-to-dial
Imagine how daunting it was for agents to manually dial numbers every time they connect with customers. This not only increases manual efforts but also elevates the chances of errors. To overcome this issue, click-to-dial features are the best solution. It saves agents’ time and prevents human error by allowing agents to reach out to customers in just one click.
Call Controls
Using telephony systems and CRM individually increases screen toggling time and chances of error. It is because agents have to use different applications on individual tabs, such as — for using the call control features they have to open one tab and another tab for checking and recording callers’ data. However, after incorporating the Freshdesk CTI connector they get a dial pad with call control features, like — call transfer, hold, retrieve, consult, etc., within the CRM interface. It saves time, reduces manual efforts, and eliminates the chances of errors.
Call Routing
Routing the call to the right agent has become easier with Freshdesk CTI integration. It ensures routing the call to the agent who holds expertise in certain fields and can handle specific queries and tickets. When call routing is aligned with ticketing, agents can offer specialized and instant resolution to callers in a systematic manner.
Call logs and Wrap-up Codes
With Freshdesk CTI integration, agents can add call notes instantly during the call with configurable log templates and wrap-up codes. This helps them to keep a clear record of the call and assist other agents who handle the conversation further. It gives agents a clear insight into the issue and allows them to resolve the query effectively and instantly.
Conclusion
These exception-calling features reduce unnecessary pressure from agents so that they can focus on other productive tasks and boost their performance. Furthermore, Freshdesk CTI integration is fruitful for agents because it can seamlessly integrate with various Contact Centers like Cisco Finesse, Webex, Amazon Connect, Five9, Avaya, Genesys, Nice, and Zoom. So, no matter which telephony system you are using, you can enhance its capabilities by using the Smart CTI connector offered by leading contact center solution providers like NovelVox.
