CTI for Freshdesk and Amazon Connect

「CTI for Freshdesk and Amazon Connect」is an integration application that seamlessly connects 「Amazon Connect 」 and 「Freshdesk」. It can be implemented simply by installing the app in 「Freshdesk」 and performing a few easy configuration steps in 「Amazon Connect」, enabling agents to handle calls using a softphone directly within 「Freshdesk」. By centrally managing call interactions as tickets, it enables consistent omnichannel customer service and streamlines contact center operations.

【Key Benefits and Features】 ■ Smooth Customer Service (Incoming Call Pop-ups & Call Queue Display) When a call comes in, the softphone and call queue (caller information) are automatically displayed. Agents can identify the caller before answering the phone, enabling them to respond smoothly based on the situation.

■ Streamlined Post-Call Workflow (ACW) (Automatic Ticket Generation) Tickets are automatically generated, and call history, call transcripts, links to recordings, and summaries are automatically logged. This reduces manual data entry while preventing missed entries and input errors.

■ Streamlining Outbound Operations (Click-to-Dial & Outbound Queue Selection) You can make outbound calls with a single click from the 「Freshdesk」 customer information screen. Additionally, by selecting an outbound queue, you can make calls using the appropriate phone number for each purpose.

This eliminates information silos between systems and the burden of manual data entry, creating an environment where agents can focus more on customer service.