Helloduty's CTI integration for Freshdesk is like giving your customer service team a supercharged tool that combines their phone and computer systems. Let's say you work in customer service. Instead of juggling between different gadgets and screens, everything you need pops up on your computer when a customer calls. The moment an Agent's phone rings, their computer screen instantly shows who's calling and what issues they've had before, just like having a cheat sheet. Plus, they can click a button to call customers directly from the Freshdesk CRM—no need to punch in numbers on a phone. It's like having the ease of instant messaging but for actual phone calls. It's a big win for businesses in Kenya, Nigeria, Uganda, Tanzania, and beyond because it means your team can help customers faster and more effectively. That means less time on hold for customers and better service overall. It simplifies many of the time-consuming tasks that can slow a busy day down. Key features include: Click-to-Call: Agents can make calls directly from the Freshdesk interface with a simple click, saving time and ensuring accuracy when dialing. Screen Pops: When a customer calls, a pop-up window appears on the agent's screen, displaying the customer’s profile, past interactions, and ticket history, providing context and enabling personalized service. Automatic Call Logging: Every call is automatically logged in the customer's ticket within Freshdesk, creating a complete record of interactions that's easy to track and reference. Call Control Features: The integration includes essential call functions like transfer, hold, and mute, giving agents greater control during calls right from their computer. Voicemail Integration: Agents can access, review, and respond to voicemails directly through the Freshdesk platform. Interactive Voice Response (IVR) system: An IVR can help direct callers to the appropriate department or give them information through automated responses, streamlining the process. Advanced Analytics and Reporting: The integration offers detailed insights on call volumes, wait times, call outcomes, and agent performance, supporting data-driven decision-making. Local Presence: For businesses operating in regions like Kenya, Nigeria, Uganda, and Tanzania, the ability to have a local number for customers to call can improve trust and reduce calling costs for customers. Integration with the Freshdesk CRM: Ensuring that all customer data remains synchronized across platforms. Customizable Workflows: Helloduty's CTI allows for the creation of custom workflows tailored to each business’s needs, improving efficiency and consistency in handling customer inquiries.