CX Solution
Amazon Connect - Freshservice
Background
Qualfon is a service-based company with services like contact center, digital and direct marketing, print, fulfilment, mail, data and analytics, and the backend. Qualfon works primarily in the Contact Centre space, delivering solutions that drive revenue growth and help build brand value through enhanced customer engagements.
Business Challenge
Qualfon wants to improve agent productivity and customer satisfaction. Qualfon works 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
Arta embeds and integrates to existing CRM platform with the custom CCP. Enables BOTs to respond calls, messages even before agent handles it. Enhanced features to show increased agent productivity in ticket call metrics and provide intelligent dashboards. Remarkable customer satisfaction provided to customers using agents and AI enabled transactions.
