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By Use Case
Leverage Freshdesk Contact Center (formerly Freshcaller)’s routing automation to create custom routing rules based on the data in your CRM or Helpdesk
Don’t keep your data in silos. Connect your phone system with your helpdesk or CRM. Leverage the data present to create custom routing rules.
Prevent your most important customers from waiting or traversing the IVR menu. Route callers quickly to the right agents and improve customer satisfaction.
Utilize the power of data to deliver personalized experiences. For example, you can connect English speaking customers to English speaking agents directly.
Using powerful custom apps within your Freshdesk Contact Center account, you can route callers based on inputs from external systems such as your CRM or Helpdesk. For example, you can automate a call flow to identify your VIP customers with their phone numbers and quickly route them to the most relevant team or agent.
Custom apps within your Freshdesk Contact Center account can be configured to validate responses from customers using IVR. For example, callers can enter their registered mobile number and this can be checked against your existing database to decide if they are a new caller or an existing customer and they can be routed accordingly.
Dynamic messages can be used with routing automation in Freshdesk Contact Center to fetch data from your third-party systems. Based on your custom app configurations, you can let customers know their order status or account balance without the need to talk to an agent.
Once you sign up for Freshdesk Contact Center, you can buy numbers from 90+ countries. The next step is to set up call routing for your phone numbers, this can be done using call flows within the Freshdesk Contact Center. Routing automation is also a type of call flow that you can associate with your phone numbers. To create a routing automation call flow, you will be required to first set up your custom app with the required specifications. Using the custom app you can then start automating your routing process.
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Routing Automation is an automated call flow that works with serverless custom apps configured in your account. In order to set up routing automation, you would need to first configure a custom app and then create a call flow.
As the name suggests, these are highly customizable apps built to address specific requirements of your organization and installed only on your account. These apps can be used to automate workflows inside your Freshdesk Contact Center (formerly Freshcaller) account.
You can think of a custom app as a messenger between Freshdesk Contact Center (formerly Freshcaller) and your third party system. Once you receive an incoming call, the Freshdesk Contact Center (formerly Freshcaller) routing engine sends the caller's input (received via IVR) to the custom app, the app verifies the caller’s input against the data present in the third-party system and sends the response back to Frescaller. Based on this response, relevant actions can be configured in the call flow.
Once you sign up for Freshdesk Contact Center (formerly Freshcaller), you can start building your own custom apps, all the information regarding building custom apps can be found here. If you have any further queries or require help configuring custom apps, you can reach out to email@example.com.
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