Freshworks Inc.

09/21/2022 | Press release | Distributed by Public on 09/22/2022 02:49

Freshworks Expands Workforce Management Capabilities in Freshdesk

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Freshworks Expands Workforce Management Capabilities in Freshdesk

Integrations with solutions like injixo by InVision help Freshdesk customers Travix and Thomas Cook manage their global customer service workforces to deliver an exceptional customer experience

London, UKSeptember 21, 2022

Freshworks Inc. (NASDAQ: FRSH), a software company empowering the people who power business, has made all its CX products - Freshdesk™ Support Desk, Freshdesk Contact Center and Freshchat™ - available to the workforce management platform ecosystem as part of its ongoing commitment to deliver modern customer engagement software.

InVision's multi-channel workforce management platform injixo is one of many Freshworks technology partnerships that make it easier to manage workloads and workforces while increasing agent productivity to optimise customer delight.

Integrating workforce management solutions with Freshdesk support channels including tickets, calls, and bot enabled chats and messaging enable teams to:

  • Predict agent workloads with AI-enabled forecasting software to determine the right number of people needed to manage customer needs at all times.

  • Implement schedules that maximise both agent productivity and wellbeing. Support agents can book leave, swap shifts, and review their own schedules on their mobile devices.

  • Improve the customer experience by having the right people doing the right things at the right time.

Richard Saqladi, Sales Director, UK, Ireland & Nordics at InVision said, "The partnership with Freshworks has enabled us to deliver our most advanced integration with our workforce management platform. Freshdesk users are now able to access advanced WFM software, delivering a better experience for contact centre employees. Looking ahead, we're excited to help even more customers close efficiency gaps and maximise performance across all industries."

Workforce management integrations with Freshdesk go beyond the limits of traditional contact centre use cases. Together they can be used to optimise and automate operations within other departments where Freshdesk is deployed. People managers within HR, IT, sales and others can spend less time on labour intensive manual tasks, instead focusing on business-critical work.

Kerry Turney, Resource Planning Manager, Thomas Cook said, "It was incredibly easy to set up the connection between injixo and Freshdesk, all it took was some login credentials and a few clicks to generate a forecast. The combination of injixo and Freshdesk has allowed us to easily predict the demand from our customers which in turn enables us to create the most efficient schedules that balance the needs of our support advisors while driving exceptional customer experience."

Gioia van Eck, Senior Global Workforce Manager, Travix comments, "Our ambition is to service the customer within three minutes on calls (Freshcaller), 48 hours on emails (Freshdesk) and 10 minutes on chat (Freshchat). The collaboration between Freshworks and injixo is helping us to work towards that goal by enabling us to predict incoming volumes more precisely and automate the calculation of staffing requirements per time interval. It helps us to optimise agent schedules to service our customers within the agreed service levels."

Freshworks Chief Product Officer Prakash Ramamurthy comments, "We create software that empowers the people who power the business - the customer service agents who help customers, the IT team who keep technology running for everyone and the marketers who ensure the outside world knows what's on offer. Forging partnerships with companies like InVision to automate even more business processes is critical to making work easy for our customers."

About Freshworks

Freshworks Inc. (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 58,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade, and Vice Media. For the freshest company news visit and follow us on Facebook, LinkedIn, and Twitter.

About InVision's injixo

injixo is the award-winning, multi-channel workforce management application for contact centres and customer support operations from InVision (FRA: IVX). Over 300 customers ranging in size from 50 to over 2,000 seats trust injixo to bring work and demand in perfect balance while embracing the constant change in their business. With injixo, you spend less time and effort on manual forecasting and scheduling, while maximising efficiency and focusing on what really matters: your people and customers. For more information, visit

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