Story
Freshworks
Publicis MediaPublicis Media Standardizes Contact Center Routing on Freshworks
Publicis Media, a communication services organization in the United Kingdom, uses Freshservice from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Freshservice is the governed place contact center teams use for omnichannel service |
Story
Publicis Media is based in the United Kingdom and runs communication services operations at a scale where contact center routing cannot live in side channels. Contact center teams were reconciling competing copies of the same work, which slowed omnichannel service and hid who owned the next step.
The company runs omnichannel service on Freshworks, with Freshservice as the product contact center teams actually open. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. For Publicis Media, that means contact center teams can open one workflow, see contact center routing, and let neighboring teams join without inventing a parallel stack.
Public materials confirm the companies and products. They do not always publish a single verified KPI for this pairing, so the outcome here is operational: clearer ownership, fewer stalled handoffs, and a shared record for contact center routing.
