Story
Freshworks
ImpervaImperva Brings Contact Center Routing onto Freshworks
Imperva, an information technology organization in the United States, uses Freshsales from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center routing can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for contact center routing |
| Capability | Omnichannel service stays visible to adjacent teams through Freshsales |
Story
Inside Imperva, omnichannel service used to depend on whoever still had the latest file. That pattern is common in information technology groups working out of the United States. Contact center teams needed a system that would still make sense after the original project team moved on.
Imperva uses Freshsales from Freshworks as the working layer for contact center routing. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The practical change is simple: omnichannel service has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Imperva gets from Freshworks is a durable place to run omnichannel service and a way for contact center teams to see the same contact center routing at the same time.
