CX Solution
Amazon Connect - Freshservice
Background
The company provides services such as contact center operations, digital and direct marketing, print, fulfilment, mail, data and analytics, and backend support. It primarily operates in the Contact Centre space, delivering solutions that drive revenue growth and help build brand value through enhanced customer engagements.
Business Challenge
They wants to improve agent productivity and customer satisfaction. They work on two different environments: Amazon Connect for the telephony system and Freshservice for customer relationship management, which makes it difficult for them to work efficiently. The agent finds it difficult to operate in two distinct environments; therefore, by embedding them into a single platform, the agent can solve tickets quickly and respond to customer requests.
Sandeza Solution
Sandeza came up with a solution of integrating Amazon Connect with Freshservice in addition to the following features: Freshservice falls short of CTI location and client, so we use a third-party marketplace app that uses the CTI framework that connects both platforms. Sandeza had to adopt a serverless solution because the Freshworks SDK was not supported in Freshservice for telephony integration.
Results and Benefits
Enhanced data visibility and automation led to a 15% reduction in Mean Time to Resolution (MTTR). Consistent communication and accurate case mapping improved First Contact Resolution (FCR) by 9%, driving higher efficiency.
