Story
Freshworks
RefinitivFreshworks at Refinitiv: Contact Center Routing
Refinitiv, a financials organization in the United Kingdom, uses Freshchat from Freshworks to support omnichannel service for contact center teams.
Teams at Refinitiv moved contact center routing onto Freshworks after local tools started to collide.
“In the United Kingdom, contact center teams already knew where contact center routing went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.”
“Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams.”
Independent write-up. Figures come from public sources or are illustrative.
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 |
| Capability | New joiners can see how omnichannel service actually runs |
Story
Refinitiv did not need another dashboard that nobody opened. It needed omnichannel service to move. In the United Kingdom, contact center teams already knew where contact center routing went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
Freshchat from Freshworks is now in that path. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. The company treats it as production tooling for omnichannel service, which is why contact center teams live in it rather than exporting from it once a quarter.
Refinitiv can show how contact center routing is handled today. That is the value: a repeatable way to run omnichannel service on software the rest of the industry already recognizes.
