Customer Support with Freshdesk and Amazon Connect

Collaborate across teams to resolve customer issues faster

Freshdesk is a cloud-based customer support and ticketing solution from Freshworks that integrates with Amazon Connect. VoiceFoundry, a customer integration consultancy and development shop for contact centers, partnered with Amazon Connect to create a custom integration path to seamlessly connect with Freshdesk. The end result is a clean, simple console within the Freshdesk workspace that enables end users to leverage Amazon Connect without having to open a new window. Customer information is retrieved quickly and seamlessly as calls come in, so the end user instantly has full visibility of the customer’s history.

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  • Learn
  • Launch
  • Work with an APN Partner
  • Purchase
  • Get help
  • Learn
  • Learn

    Solution highlights:

    • Machine Learning: Gain access to latest machine learning solutions to enhance the end user experience
    • Seamless Experience: Connect your Freshdesk workspace seamlessly with Amazon Connect and associate incoming calls directly to new or existing customer tickets
    • Complete Visibility: Gain a 360-degree view of the customer with contact information and previous ticket history
    • Intelligent Automation: Receive contextual response suggestions based on the customer’s words and/or tone of voice

    Key features provided by this contact center solution:

    • Quick to setup and easy to use
    • Multi-channel support
    • Accessible machine learning solutions
    • Intuitive and self-service

    The integration between Freshdesk and Amazon Connect streamlines the ticket resolution process by instantly providing agents with customer information, giving them more time to focus on servicing customers and addressing help desk requests. Through its multi-channel support, Freshdesk provides a single display of all requests regardless of if they were submitted via phone, email, chat, or social media. Users also gain access to the latest machine learning technologies as Freshdesk continues integrations with Alexa to navigate contacts and open tickets.

    Freshdesk

    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from APN Partners with validated Amazon Connect consulting capabilities that include AWS co-investments. Click below for more information.

  • Launch
  • Launch

    Freshdesk is available as a software-as-a-service (SaaS) and the setup is intuitive. Once procured, users can login to their Freshdesk portal and immediately have access to their open tickets. As customers call, an Amazon Connect information box appears on the screen, with the caller history displayed. The integration is seamless with no latency experienced by the end user.

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  • Work with an APN Partner
  • Work with an APN Partner

    APN Partners offer consulting offers for Amazon Connect to help you quickly discover value from this solution. Follow these links to find more about these APN Partners and their consulting offers, and to request more information or support.

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  • Purchase
  • Purchase

    Freshdesk is available as a software-as-a-service (SaaS) and includes a free trial for 30 days. Additional information is available in AWS Marketplace.

    You are responsible for the cost of the AWS services used while running this solution. See the pricing pages for each AWS service you will be using for cost estimates.

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  • Get help
  • Get help

    Discover value from this solution by gaining access to AWS credits to support a Proof-of-Concept (POC) and consulting offers from APN Partners with validated Amazon Connect consulting capabilities that include AWS co-investments. Click below for more information.

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    AWS Credits
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Learn more about Amazon Connect

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