Story
Freshworks
CMS EnergyCMS Energy Adopts Freshworks for Omnichannel Service
CMS Energy, a utilities organization in the United States, uses Freddy AI from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Freddy AI record for contact center routing |
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
Story
CMS Energy did not need another dashboard that nobody opened. It needed omnichannel service to move. In the United States, contact center teams already knew where contact center routing went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Freddy AI from Freshworks is now in that path. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The company treats it as production tooling for omnichannel service, which is why contact center teams live in it rather than exporting from it once a quarter.
CMS Energy can show how contact center routing is handled today. That is the value: a repeatable way to run omnichannel service on software the rest of the industry already recognizes.
