Story
Freshworks
LG DisplayLG Display Brings Contact Center Routing onto Freshworks
LG Display, an information technology organization in South Korea, uses Freshsales from Freshworks to support omnichannel service for contact center teams.
LG Display asked for a cleaner operating picture of contact center routing. Freshworks is what they run.
“Inside LG Display, omnichannel service used to depend on whoever still had the latest file.”
“Contact center teams needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
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 LG Display, omnichannel service used to depend on whoever still had the latest file. That pattern is common in information technology groups working out of South Korea. Contact center teams needed a system that would still make sense after the original project team moved on.
LG Display 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 LG Display 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.
