Story
Freshworks@
Massachusetts Mutual
Freshworks at Massachusetts Mutual: Contact Center Routing
Massachusetts Mutual, a financials organization in the United States, uses Freshchat from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Capability | Contact center teams work from the same Freshchat 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
Massachusetts Mutual grew contact center routing faster than the local tools around it. From the United States, financials teams still had to serve customers and internal partners who expected a straight answer. Contact center teams were the ones stitching the picture together by hand.
Rolling out Freshchat put omnichannel service on Freshworks. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Massachusetts Mutual keeps the product in the path where work already happens, so contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier omnichannel service. Contact center routing is easier to inspect, and adjacent groups can join contact center teams without a guided tour of someone's desktop.
