Freshworks and injixo partner to revolutionise customer service workforce management

Freshworks Inc. (NASDAQ: FRSH), a software company empowering the people who power business, has partnered with injixo, the award-winning, multi-channel workforce management platform. The integration enables injixo to process information from the customer service platform Freshdesk. This makes workload easier to manage, while increasing employee and customer productivity and satisfaction.

injixo is fully integrated with all Freshworks channels including tickets, chats and calls which enables teams to:

• Empower employees while bringing work and demand in perfect balance with state-of-the-art functionality using AI, machine learning, and mathematical optimizations.
• Implement schedules that maximise both agent productivity and wellbeing. Now, employees are able to book leave, swap shifts, and review their schedules on a self-service basis on their mobile devices.
• Improve the customer experience by having the right people doing the right things at the right time.

Richard Saqladi, Sales Director, UK, Ireland & Nordics at InVision said, “The partnership with Freshworks has enabled us to deliver our most advanced integration with our workforce management platform. Freshdesk users are now able to access advanced WFM software, delivering a better experience for contact centre employees. Looking ahead, we’re excited to help even more customers close efficiency gaps and maximise performance across all industries.”

The integration also means that the injixo platform is not limited to traditional contact centre environments. It can be used to optimise back office operations and other departments where Freshdesk is deployed. Now, all employees can spend less time on labour intensive manual HR tasks, instead focusing on business-critical work.

Simon Johnson, General Manager UK & Ireland at Freshworks comments, “We create software that empowers the people who power the business - the customer service agents who help customers, the IT team who keep technology running for everyone and the marketers who ensure the outside world knows what’s on offer. We make sure that nothing gets in the way of people providing optimal interaction with those they need to.”

About Freshworks

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global offices to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For more information, visit www.freshworks.com.

About injixo

injixo is the award-winning, multi-channel workforce management application for contact centres and customer support operations from InVision (FRA: IVX). Over 300 customers ranging in size from 50 to over 2,000 seats trust injixo to bring work and demand in perfect balance while embracing the constant change in their business. With injixo, you spend less time and effort on manual forecasting and scheduling, while maximising efficiency and focusing on what really matters: your people and customers. For more information, visit www.injixo.com.

© 2022 Freshworks Inc. All rights reserved. Freshworks, Freshdesk, Freshservice and the associated logos are trademarks or registered trademarks of Freshworks Inc. All other company, brand and product names may be trademarks or registered trademarks of their respective companies.

Media Contact: pr@freshworks.com