CX Solution
Amazon Connect - Freshdesk
Background
This organisation helps government agencies modernize health and human services through AI-powered, data-driven case management solutions. With thousands of caseworkers across government agencies, nonprofits, and healthcare providers, Cardinality needed a more unified way for agents to manage customer interactions across voice and chat.
Business Challenge
They needed a unified customer communication solution that would allow agents to handle both voice calls and website chats while accessing customer and ticket information from a single interface. They required a scalable CRM and telephony setup that could support their customer service operations, connect website chat withagents, and provide customer context during interactions.
Sandeza Solution
Sandeza designed and implemented an end-to-end customer communication solution using Freshdesk and Amazon Connect. We configured Freshdesk as the CRM and Amazon Connect as the voice platform, and integrated Amazon Connect Voice into Freshdeskthrough a custom CTI. Customer and ticket information is fetched and displayed within the application during calls. For website chat, we developed a middleware layer connecting the website with Freshdesk, enabling real-time message exchangebetween customers and agents. The complete solution was configured end-to-end, bringing voice, chat, customer information, and ticket management into a singleagent workspace.
Results and Benefits
Implemented Freshdesk and Amazon Connect end-to-end as the CRM and voice solution. Unified voice and website chat within the CRM. Enabled agents to access customer and ticket information during interactions. Reduced platform switching and improved agent efficiency and query resolution. Enabled seamless real-time communication between customers and agents.
