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Vonage and Freshworks Enhance Customer Experience Via Multichannel Communications

Vonage, a global business cloud communications leader, has announced a partnership with Freshworks Inc,  a global innovator in customer engagement software. The partnership integrates messaging APIs via Nexmo, the Vonage API Platform directly into the Freshdesk customer support software, enabling business messaging with customers on the channels they prefer including SMS, MMS, WhatsApp and Facebook Messenger.

Freshdesk is intuitive, feature-rich support software providing companies with the ability to streamline customer communications, collaborate internally, and respond quickly and effectively to customer requests. The Nexmo Messages API integration will open new channels for Freshdesk users to connect with their customers directly through the existing Freshdesk ticketing system, and offer the ability to leverage two-way messaging and notifications between customers and support staff to resolve incidents and address customer concerns via channels that best fit their lifestyle.

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“By integrating Nexmo APIs directly into our Freshdesk ticketing system, we’re allowing businesses to connect with customers via two way communications and notifications across any channel,” said Anand Venkatraman, VP of Global Partnerships at Freshworks. “Providing customers with the choice to interact with brands via their preferred channel empowers businesses with quick resolution to customer requests to increase customer satisfaction.”

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The Nexmo Messages API makes it possible for businesses of all sizes to engage with customers around the world via the channels they prefer by handling all the complexity of integrating multiple channels into one interface. Combining the power of Nexmo with the customer support capabilities offered by Freshdesk, businesses can now drive customized user and customer experiences, simply and at scale, by innovating in ways that are critical to success.

“Customers today are demanding more personalized, intuitive, and innovative connections with their chosen brands,” said Omar Javaid, President, API Platform Group for Vonage. “With this partnership between Nexmo and Freshworks, companies using Freshworks’ CRM tools have the ability to connect with customers on the most popular and in-demand channels.”

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