Freshdesk Omnichannel and Fresh Tech Africa - General Overview

What Freshdesk Omnichannel is focused on achieving: 

1. All Customer interactions into a single platform. 
   • Single vendor and no APIs. 
   • You don't need to try and create an omnichannel view as  FRESHWORKS DOES IT ALL.
   • Its a PLUG and PLAY model - quick deployment and easy self maintenance.
   • Immediate granular reporting on all channels.
2. Agents can immediately have a contextual understanding of what the customer has raised as a support query in the past/ to date. (FULL CUSTOMER JOURNEY)
3. The agents can respond to all support channels from a single platform: SINGLE SCREEN and Omnichannel agent enablement
4. Big focus on Deflection and Orchestration using our drop and drag bot builder. Typically used for Whatsapp bots.

Attachments: 

1. High level overview of the Freshworks as a whole with a summary of local customers and high level features of Freshdesk, Freshchat and Freshbots.
2. Detailed pack covering most of the features of Freshdesk Omnichannel