Amazon Connect + Freshdesk Integration

Customer-facing organizations are constantly on the lookout for a customer support solution that can help their support teams prioritize and respond to customers efficiently. Cloud-based helpdesk software is changing the way businesses design and deliver support to customers. At Freshdesk, we have always believed that a cloud-based support solution is the way forward for businesses of all sizes because it helps provide a call center infrastructure that is scalable, efficient, and easy to use.

In keeping with our belief that businesses deserve support tools that are powerful and help to resolve customer queries more quickly and efficiently, we integrated our helpdesk software with Amazon Connect, Amazon Web Services (AWS)’s cloud-based contact center service, which is the productized form of the customer service platform Amazon built starting a decade ago for use at and over 50 internal companies by as many as 70,000+ simultaneous agents on a daily basis.

At Freshdesk, we believe it’s critical to deliver the experience our 100,000+ customers need and expect. We work closely with companies like AWS to build powerful and seamless integrations that enable customers to run their entire business in the cloud. AWS is a natural fit for us: we are both known for our simplicity in design, ease of use and innovative approach in product development. We are proud to have supported Amazon Connect when it launched in March, 2017, and we look forward to continuing to introduce our customers to this amazing new solution.

—Francesco Rovetta, VP of Alliances & Distribution at Freshdesk

This integration has a lot of benefits to offer customers—

  • Provides a seamless combined experience between customers’ Amazon Contact Center implementation and Freshdesk’s helpdesk
  • Enables a 360° view of the caller with contact info and ticket history
  • Creates new caller contacts directly in the helpdesk
  • Associates incoming calls directly with new or existing tickets
  • Enables CSRs to take in-call notes, and attach them to the support tickets
  • Customize the app based on the specific business process used

With 22 CTI integrations in the Freshdesk marketplace and a strong leadership position in cloud-based customer support solutions, Freshdesk brings its contact center expertise to the Amazon Connect collaboration. Freshdesk, coupled with the extreme customizability of Amazon Connect and its ecosystem of over a hundred integratable AWS services, businesses can now deploy the right set of tools to deliver highly personalized customer support experiences, whatever the specific circumstances of the direct customer may be. This integration therefore enables companies to get up and running more quickly than previously possible, reducing the costs associated with deploying technical expertise.

How it works

AWS Freshdesk IntegrationThe AWS Connect CTI Link allows customers to quickly integrate AWS Connect call details into a clean, simple model within the Freshdesk workspace. The app allows customers to quickly leverage Amazon Connect to pass call details like ticket number, caller ID, and caller history quickly and easily into the workspace, without requiring agent intervention or additional lookup. Rather than spending time on tedious redundant lookups, agents using the Freshdesk integration will be free instead to focus on servicing customers resulting in shorter average handle times and increase in customer satisfaction.

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