![Freshworks releases Omniroute-An omnichannel routing engine Freshworks releases Omniroute-An omnichannel routing engine](https://varindia.com/public/index.php/storage/news/uploads/2018/02/5c73bd6124dc0.jpg)
Freshworks has unveiled Omniroute, a new load balancing engine for multichannel 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.
Freshworks CEO Girish Mathrubootham says, “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. 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.”
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 –
l When on an active call, agents will not be assigned any other support queries
l Agents on break won’t be assigned live chats, but can receive email queries
l Warm-up time at the beginning of the day and cool-down time for post-call activities
l 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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