CX Solution
Dialpad - Freshservice
Integration Objective
The primary goal of this integration was to seamlessly connect Dialpad with Freshservice, empowering support agents to manage calls, tickets, call recordings, and voicemails directly within a single platform. By consolidating these key functions into one unified interface, the integration significantly streamlined workflows, minimized context switching, and improved overall operational efficiency. This enabled agents to deliver faster, more consistent, and effective customer support while enhancing the end-user experience.
Sandeza Solution
Sandeza developed a robust integration between Dialpad and Freshservice by leveraging WebSockets for real-time call events and Webhooks for voicemail handling. This solution enables instant ticket creation during active calls, allows agents to seamlessly add notes, and automatically generates new contacts for unknown numbers. Furthermore, voicemails are converted into tickets, and call recordings are automatically linked to the respective tickets. Together, these features ensure a smooth, efficient, and fully streamlined support process that enhances both agent productivity and customer experience.
Results and Benefits
Unified call and ticket management within Freshservice reduced Average Handling Time (AHT) by 13%. Enhanced visibility into call recordings and notes improved First Contact Resolution (FCR) by 10%, leading to faster and more consistent support.
