The integration between Genesys and Freshworks combines your call center telephony infrastructure and ticketing system, providing a unique customer service experience.
This simple integration effortlessly converts calls received from Genesys into Freshworks tickets, enabling your support team to efficiently track and manage calls.
Freshdesk Genesys Integration Features
This integration elevates your customer services to the next level by offering advanced features.
Added Values of Freshdesk Genesys Integration.
This integration is a powerful tool to optimize your call center and customer services.
Synchronize Customer Details and Contact Histories.
It equips your team with a complete customer context on each call, allowing for immediate responses. This unique integration significantly increases speed and efficiency in customer services while also considerably enhancing customer satisfaction.
Freshdesk Genesys Integration Features:
Automatic Ticket Creation:
Incoming calls are automatically converted into Freshdesk tickets in order for your customer service team to respond promptly.
This eliminates manual ticket entry and ensures a fast, effective service experience.
Call Detail Synchronization:
Call details are automatically synchronized in order for your customer service team to have the latest information about the customer.
This assists your team placing calls in the right context and delivering more effective service.
Two-Way Customer Information Sync:
Customer information is synchronized two-way between both platforms.
This keeps the data up-to-date and consistent in both systems.
Voice Responses and Routing:
The Genesys and Freshworks integration provides voice responses to customers and automatically directs them to the appropriate department.
This ensures customers receive the right support and enhances team efficiency.
Call Recording and Notes:
Calls are automatically recorded and associated with each ticket.
This makes it easier for your teams to monitor and improve customer service.
Real-Time Monitoring and Reporting:
The Genesys and Freshworks integration offers real-time monitoring and reporting features. This makes it easier for teams to track performance and improve service quality.
Freshdesk Genesys Integration Features:
Faster Response Times:
Automatic ticket creation and data synchronization help your team respond faster.
This increases customer satisfaction and improves service quality.
Lower Error Rates:
Automated processes significantly reduce manual entry errors and data inconsistencies. This boosts team efficiency and overall service quality.
Efficient Service Processes:
Two-way synchronization of customer information enables your customer service team to provide more effective and focused assistance.
This enhances customer satisfaction and streamlines business processes.
Improved Customer Experience:
Quick and effective service delivery improves the overall customer experience.
This strengthens your brand reputation and increases customer loyalty.
Increased Efficiency:
Reduced manual workload and automated processes help your team work more efficiently. This lowers operational costs and allows your team to focus on more critical tasks.
Better Decision-Making:
Real-time monitoring and reporting features enable analysis and improvement of business processes and customer service.
This helps with better decision-making and strategic enhancements.
