CX Solution
Amazon Connect - Freshdesk
Background
This organisation is a not-for-profit organization comprising diverse affiliates that educate, elevate, and connect people across the essential disciplines of risk management and insurance. With more than 115 years of experience, The Institutes serves as a trusted knowledge partner, helping people and organizations understand, predict, and prevent losses to create a more resilient world.
Business Challenge
This organization uses Freshdesk as its CRM and Dialpad as its telephony platform, creating a need for a unified experience for agents handling customer calls. The integration needed to automatically retrieve customer details and ticket history when a call is received. However, a single phone number could be associated with multiple students or contacts, meaning the caller could not always be identified by phone number alone. The solution therefore required a contact search mechanism using the customer’s name, email, or student ID to identify the correct contact and ensure the interaction was associated with the right customer. It also needed to allow agents to create a new contact when the caller could not be found in the CRM.
Sandeza Solution
Sandeza developed a custom integration between Dialpad and Freshdesk, using WebSockets for real-time call events and webhooks for missed calls. The integration retrieves customer and ticket information during incoming calls and enables agents to create tickets, add notes, and capture call details directly in Freshdesk. For cases where multiple contacts share the same phone number, we implemented a contact search mechanism using name, email, and student ID to help agents identify the correct customer. If the caller is not found, agents can use the Add Contact option to create a new customer directly in Freshdesk. The solution also captures call metadata, transcription, and call summaries in the associated tickets, providing agents with complete interaction context.
Results and Benefits
Seamless Dialpad and Freshdesk integration for a unified agent experience. Accurate customer identification even when multiple contacts share the same phone number. Faster contact lookup using name, email, or student ID. Easy creation of new contacts for unknown callers. Automatic capture of call metadata, transcripts, and summaries in Freshdesk tickets. Improved agent efficiency and customer query tracking.
