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Genesys Cloud Premium CTI Integration with Fresh Service

This demo shows how Genesys Cloud CTI integrates seamlessly with Fresh Service to improve the efficiency and reliability of customer service.

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Why SaaS22?

The integration simplifies customer service by providing all the necessary customer details and ticket history in one screen, reducing call handling time and improving service quality.

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Why SaaS22?

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Deliverables
Seamless Integration & Caller Insights – Integration of Genesys Cloud Softphone in Freshservice enables real-time access to caller details and ticket history during calls.
Efficient Ticket Management – Users can create new tickets or update existing ones during calls and select the correct contact when multiple contacts are associated with a phone number.
Automated Post-Call Processing – After a call ends, a ticket is automatically created with all relevant information, ensuring accurate and streamlined documentation.
How it works
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Seamless Softphone Integration & Caller Insights

The CTI tab provides a full-featured Genesys Cloud Softphone for easy call access, while incoming caller details and ticket history are displayed in the Request Tickets tab for quick reference and ticket creation.

2
Contextual Call Handling & Contact Selection

Contact details are displayed in the background during calls for full context, and users can select the correct contact when multiple contacts are linked to the same phone number.

3
Automated Ticket Management

After a call ends, a new ticket is automatically created with relevant details, or an existing ticket is updated with call notes for streamlined documentation.

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We're here to help!

We look forward to working with you on your custom implementation. All we need is a few details and we'll be right with you.

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Frequently Asked Questions

How can I install the CTI application?

We will schedule a call to assist with the installation and implementation in your Freshservice environment. The process takes approximately 30-60 minutes.

Is outbound calling available?

Yes, outbound calling functions the same way as inbound calling, as demonstrated in the video.

Can I request additional features, and how are updates communicated?

Yes, we offer tailored solutions for your company. The app is updated every six months with new features and bug fixes, and we will keep you informed about upcoming updates through our feature roadmap.

Is there a trial version available?

You can schedule a demo or request a trial to explore the app’s capabilities before making a purchase.