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Freshworks introduces Omniroute™, an omnichannel routing engine that enables better, faster customer service

Patent-pending routing algorithm dynamically load-balances service requests via chat, phone, email and social channels to the right agent in real time

San Bruno, CALIFORNIA Fevereiro 22, 2019

Freshworks, a global leader in customer engagement software, unveiled Omniroute™, a new, load balancing engine for multi-channel customer inquiries today. Built into Freshdesk, Freshworks’ helpdesk software, this patent-pending technology provides customer service agents with a unified view of customer inquiries regardless of channel and helps them respond to those inquiries more efficiently.

Today, users demand customer service via a wide array of communication channels, including instant messaging, chat, email, phone and even social media. Using first-generation Software-as-a-Service (SaaS) customer support solutions, agents are unable to easily switch between channels and are quickly overwhelmed alt-tabbing between inquiry types. At the same time, managers find it difficult to route traffic efficiently. The result is stressed-out employees and frustrated customers. With Omniroute™, businesses with multi-skilled support agents can now automatically assign customer queries to agents with available bandwidth.

According to Microsoft’s 2018 State of Customer Service Report, 59 percent of customers use three or more customer service channels to connect with businesses. Today’s customers expect to receive service across multiple channels and on any device. Previously, support agents had to make use of complex integrations to handle omnichannel routing. Now they can use Freshdesk, the helpdesk software, which integrates with Freshdesk Contact Center, the call-center solution, and Freshchat, the live chat software, to instantly switch between different support channels.

Industry estimates point out that 89 percent of customers can be retained with a strong omnichannel customer engagement. “Customers today want a simple and quick resolution across any channel of communication that is convenient for them. It is imperative to deliver a unified customer service experience across every touchpoint.” said Girish Mathrubootham, Freshworks CEO. “Support cannot be siloed. With Omniroute™ technology, businesses now have an efficient way to handle customer queries from different channels while having complete context of their customers.”

“Travix offers customer support through multiple channels; our customers reach out through the channel of their choice and our support agents are skilled to handle it. We need an omnichannel skill based routing mechanism to ensure customers questions are routed automatically to the right agent”, says Marloes Vierhout, Customer Care Business Support Director at Travix. “With this, we aim to boost the operating efficiency of our customer support and offer our customers the best possible service.”

More on Omniroute™

Omnichannel routing algorithm – The intelligent routing algorithm by Freshworks auto-assigns customer queries from different channels to agents who can offer immediate support. Omniroute™ also enables a smoother transition from a bot to a human interaction.

360-degree view of customers – Users want support staff to have complete context on their queries. An agent calling back will have access to previous emails, chats, calls and social messages for a complete 360-degree view of the customer. This enables support to deliver a “wow” experience every time.

Smart capabilities – The routing algorithm prioritizes efficient management of the agent’s time and avoids peak rush-hour overloads with smart ticket assignments. Here are a few scenarios when the algorithm ensures that the support function as a whole is always performing at its maximum potential:

  • When on an active call, agents will not be assigned any other support queries
  • Agents on break won’t be assigned live chats, but can receive email queries
  • Warm-up time at the beginning of the day and cool-down time for post-call activities
  • Ticket attributes like language, location and business impact ensure the right agent responds

The system also makes use of Freddy, Freshworks’ AI engine, to constantly learn and improve on the routing performance to minimize wait times. Freddy also knows when to intervene and when to pass on the query to a human agent while making sure that the transition is seamless and also gives full context about the user to the agent.

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About Freshworks

Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers and deliver moments of "wow." Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360-degree view of relevant customer information internally.

Founded in October 2010, Freshworks Inc., is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks is a 1,800 + team headquartered in San Bruno, California, with global offices in India, UK, Australia and Germany. The company's cloud-based suite is widely used by over 40,000 customers around the world including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco. For more information, please visit

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