Knowlarity Freshdesk CRM Integration

1. Integrating Knowlarity’s
SmartIVR with Freshdesk
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2. Overview
SMART IVR
• Smart IVR is a “phone number” for your business
• On calling your Smart IVR number, customers are greeted with a professional
welcome message
• Your Customer can speak in the concerned department by pressing the
extension.
– Extension can be set to agent’s mobile or a landline number
– Customers can leave a voicemail in case no one answers their call
• After the call is over a Ticket is created in Freshdesk
• An SMS is sent to the caller and agent – with the Ticket #
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3. Features offered
SMART IVR
Welcome Multiple Call Sticky
Message Departments Forwarding Agent
Local / Toll
Call After Hours SMS
Free
Recordings Support Support
Number
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4. Getting Started with a Free Demo Account
• Signup for a Smart IVR with Freshdesk Integration on:
www.knowlarity.com/freshdesk
• Fill in the following details:
• Choice of Local Number
• 10 digit phone number of agent (landline or mobile)
• API Key for corresponding Freshdesk account
• The demo account is valid for 30 days and the phone number will be freed
• For making any changes to your account afterwards, contact Support:
• Call 1800-419-0333
• Email support@knowlarity.com
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5. Call Flow for Free Demo Account
Call connected
to agent on
Sequential
2 basis
Dials 1 for
Welcome to Voice Support Live Support Ticket is Created
System.
For Live Support Press 1.
To Leave a message Press Freshdesk To Customer
2 Employee
1
SMART
Calls your
Wait for
Number
Input
IVR
Customer Customer
leaves a
3 message
Dials 2 for
Voicemail Ticket is created
Freshdesk To Customer
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6. Customized Solution
A custom IVR can be created as per needs of the
business. The following features are given as part of the
customization:
• Professionally recorded welcome message as per your business
• Multiple departments – tickets getting filed under corresponding
department
• After Hours Support: Different handling of calls after normal
working hours
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7. Customized Solution
• Advance Call Routing: The choice of agent can be
made as per one of the following mode:
• Sequential: Always call the first agent, then second and so on…
• Round Robin: Distribute calls equally
• Parallel Ringing: Call all the agents simultaneously
• Sticky Agent: Optionally routing the calls from an old
customer to the agent who handled his last call
• Web Account is given to allow changes to the IVR
Configuration, Agents etc
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8. Pricing
Service Charges
Onetime Setup Cost* Rs. 35,000
(includes professional recording)
First Line Rs. 1499 per month
Per Additional Line
Rs. 999 per month
Call Charges (Incoming) Rs. 0.50 per min
(applied on all calls)
Call Charges (Live Agent) Rs. 0.70 per min
(in addition to incoming charges)
* In case a custom IVR is created
** One Call can come on a line at any time
*** Toll Free Charges are extra as per operator plan
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9. Call : +91-886-063-3762
Email: info@knowlarity.com
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