Integrate Freshworks
How Cytrack Integrates with Freshworks
Freshworks Supported Version: Pending Update
Cytrack software is deeply integrated with Freshworks for unparalleled enrichment of customer experience.
As well as turning Freshworks into a powerful communications platform, you can instantly route calls based on any Freshworks field and automatically update with things like voice recordings, notes and history.
If you use Freshworks, you should see the Freshworks integration feature list below for more information. We'll be delighted to answer any further questions you may have simply get in touch using your preferred contact method (details under the feature list.)
About Freshworks
Freshworks is a company that provides customer engagement software, including customer service, IT service management, and CRM solutions. Their products are designed to be easy to use and powerful, with a focus on AI-powered automation and omnichannel engagement. Freshworks aims to help businesses delight their customers and employees by offering a range of software tools. By adding Cytrack’s software into the mix, you get an immediate uplift in customer experience.
Features of Cytrack's integration with Freshworks
Click to dial
Allows user to click on a number in the Freshworks contact fields and CyDesk will dial the number.
Caller lookup
CyDesk can lookup the Freshworks database based on the Caller ID and can show the Freshworks contact details (& account/company if applicable) in CyDesk.
Pop contact
CyDesk can tell Freshworks to display a contact record from either the name or number search.
Pop account
CyDesk can tell Freshworks to display an account record from either the name or number search.
Name search
User can select search in CyDesk and enter name details and CyDesk will search Freshworks and display a list of matches, the user can select the contact from the list and pop the record, dial one of the contact phone numbers as listed in the Freshworks contact record, and also optionally send an SMS if CySMS is installed.
Log call history
CyDesk can optionally store details of the call in the Freshworks contact history – includes the date, time, call type (incoming or outgoing), Caller ID and call duration.
Attach voice recordings
CyDesk can optionally store a URL to the location of the voice recording file in Freshworks. Note the user has to enter a username and password to play the recording and access can be controlled by the Cytrack security manager.
Outbound call campaigns
Freshworks integration is compatible with CyCall outbound call centre module and allows marketing campaigns from Freshworks to be accessed directly from CyCall. If this is not available then the user can export CSV files from within Freshworks and import into CyCall, or utilise our Business Process Manager that can automate this process and create a real-time feed of contact records from an external file and feed directly into CyCall campaigns.
Log call notes
Notes entered into CyDesk during the call can be stored in the Freshworks contact history together with the call history.
CRM routing
CyCX Connect provides the feature to lookup an assigned field within Freshworks and route calls to specific queue groups according to what's in the Freshworks field, e.g. Customer Priority = Gold in CRM and then CyCX Connect will ensure the call is routed to the assigned premium customer service queue, or if Customer Priority = Invoice owed then transfer to the accounts queue.
Log completion code
CyDesk allows for calls to be categorised by completion codes at the end of each call, optionally the completion code selected can update a designated field in the Freshworks contact record with a defined entry.
Want to know more about Cytrack's integration with Freshworks?
Get in touch using your preferred contact method below, and one of our friendly team will be delighted to answer all your Freshworks integration questions...