Freshworks: Remote Flexibility through Freshcaller
Freshworks provides a suite of products that combine the power of sales, support, and marketing software together so that you not only communicate more effectively but also keep track of the full 360º view of your customer data.
The company offers Freshworks 360 - the ultimate customer-for-life software suite - which allows engagement with customers at all steps of their journey. Freshworks solutions and experts can support, accelerate and improve inventory management efforts as your supply chain and business grows. It provides omnichannel customer engagement, in-context collaboration and integrated experience. Its products include:
- Freshdesk - Empowering support teams to work together and resolve customer issues more quickly and efficiently.
- Freshservice - Streamline IT services and manage internal requests from employees.
- Freshsales - Keep sales teams updated about prospects and close deals quicker.
- Freshchat - Engage with website visitors and product users for sales and customer success.
In this article, we examine Freshworks’s most popular platform - Freshcaller.
Through Freshcaller, organisations can provide value at scale without needing to take on the cost and complexity of legacy software.
- Contextual - it empowers and encourages teams to create/respond to all opportunities with full transparency and context.
- Modern - Freshcaller upgrades your current phone technology to a state-of-the-art routing and voice AI engine.
- Beautifully simple - Freshcaller is a minimum-fuss maximum-love voice platform built just for you.
Freshcaller allows your phone teams to work from home or remotely. As a business, it is essential that your phone teams are prepared to work wherever they are, particularly as a result of the current global situation with COVID-19. Freshcaller’s cloud-based phone solution provides that flexibility to break free from your desk and work from anywhere.
Flexibility with a mobile app
It’s clear that distractions can be unavoidable when working from home so you might not always be in front of your laptop 24/7. However, rushing to your workspace for making and taking calls can be inconvenient. By downloading the Freshcaller mobile app for Android and iOS, you can break-free from the traditional workspace. Freshcaller is tightly linked with Freshworks’ in-house CRM and Helpdesk which enables users to link calls to tickets or leads from within the mobile app.
Stay on top of your team’s performance
Lots of team leaders may be concerned that their team’s productivity could decrease with remote working. This is usually because of a lack of visibility to ensure that the team is indeed working. However, with Freshcaller’s best-in-class supervisor controls, managers can monitor and track their phone team’s performance regardless of where they are located or where their team is based. This means that managers can be provided with custom reports on agent productivity, monitor ongoing calls and interrupt calls in real-time. Freshcaller allows you to manage the team with ease even while working remotely.
Route your calls effectively with intelligent routing options
If your business operates across a number of different timezones, it can be a difficult task to route calls to the correct team. This could be even more challenging if your team is distributed. Through Freshcaller’s advanced routing capabilities, you can control and define the path of your incoming calls and route them to the correct team. Additionally, you can configure business hours for each specific team and plan holiday leave.
Provide context and collaborate across teams
A lack of teamwork and context is often an issue when teams work remotely. Through Freshcaller’s call transfer capability, organisations can assign calls with context. Call conferencing enables you to ask another team member to work together on the same call. Through the call notes capability, you can take detailed notes for every call which would be put towards the caller’s history and provide contextual visibility to other team members. Freshcaller’s integrations also ensure that your call information flows through your CRM and Helpdesk.
Freshcaller’s capabilities for remote working include:
- Business hours routing
- Holiday routing
- Call transfer
- Call conferencing
- Reporting and analytics
- Mobile app
- Call monitoring and barging
Check Point: Securing the future of enterprise IT
Cybersecurity solutions provider Check Point was founded in 1993 with a mission to secure ‘everything,’ and that includes the cloud. Conscious that nothing remains static in the digital world, the company prides itself on an ability to integrate new technology with its solutions. Across almost three decades in operation, Check Point, with its team of over 3,500 experts, has become adept at protecting networks, endpoints, mobile, IoT, and cloud.
“The pandemic has been somewhat of an accelerator in the evolution of cyber risk,” explains Erez Yarkoni, Global VP for Cloud Business. “We had remote workers and cloud adoption a long time beforehand, but now the volume and surface area is far greater.” Formerly a CIO for several big-name telcos before joining Check Point in 2019, Yarkoni considers the cloud to be “part of [his] heritage” and one of modern IT’s most valuable tools.
Check Point has three important ‘product families’, Quantum, CloudGuard, and Harmony, with each one providing another layer of holistic IT protection:
- Quantum: secures enterprise networks from sophisticated cyber attacks
- CloudGuard: acts as a scalable and unified cloud-native security platform for the protection of any cloud
- Harmony: protects remote users and devices from cyber threats that might compromise organisational data
However, more than just providing security, Yarkoni emphasises the need for software to be proactive and minimise the possibility of threats in the first instance. This is something Check Point assuredly delivers, “the industry recognises that preventing, not just detecting, is crucial. Check Point has one platform that gives customers the end-to-end cover they need; they don't have to go anywhere else. That level of threat prevention capability is core to our DNA and across all three product lines.”
In many ways, Check Point’s solutions’ capabilities have actually converged to meet the exact working requirements of contemporary enterprise IT. As more companies embark on their own digital transformation journeys in the wake of COVID-19, the inevitability of unforeseen threats increases, which also makes forming security-based partnerships essential. Healthcare of Ontario Pension Plan (HOOPP) sought out Check Point for this very reason when it was in the process of selecting Microsoft Azure as its cloud provider. “Let's be clear: Azure is a secure cloud, but when you operate in a cloud you need several layers of security and governance to prevent mistakes from becoming risks,” Yarkoni clarifies.
The partnership is a distinctly three-way split, with each bringing its own core expertise and competencies. More than that, Check Point, HOOPP and Microsoft are all invested in deepening their understanding of each other at an engineering and developmental level. “Both of our organisations (Check Point and Microsoft) are customer-obsessed: we look at the problem from the eyes of the customer and ask, ‘Are we creating value?’” That kind of focus is proving to be invaluable in the digital era, when the challenges and threats of tomorrow remain unpredictable. In this climate, only the best protected will survive and Check Point is standing by, ready to help.
“HOOPP is an amazing organisation,” concludes Yarkoni. “For us to be successful with a customer and be selected as a partner is actually a badge of honor. It says, ‘We passed a very intense and in-depth inspection by very smart people,’ and for me that’s the best thing about working with organisations like HOOPP.”