Freshworks

Freshdesk Omni

Unified customer service across every channel

Freshdesk Omni brings together ticketing, messaging, and telephony into one unified customer service suite. Agents work from a single workspace while customers switch seamlessly between chat, email, phone, and social — without repeating themselves.

Freddy AI Copilot assists agents in real time with reply suggestions, ticket summaries, and next-step recommendations. Self-service bots deflect common queries on web, WhatsApp, and voice IVR, reducing support costs while improving satisfaction scores.

Freshdesk Omni is ideal for mid-market and enterprise contact centres across East Africa that need to consolidate point solutions into a single platform. Xcobean provides end-to-end deployment — channel setup, IVR design, Freddy AI configuration, and agent training.

Key Features

Unified ticketing + messaging + telephony

Freddy AI Copilot for agents and supervisors

Omnichannel routing with skills-based assignment

IVR, call recording, and voicemail transcription

Bot builder for web, WhatsApp, and voice

Custom objects and advanced workflow automator

SLA policies across all channels

Real-time supervisor dashboards

Workforce management and scheduling

Enterprise-grade security — SOC 2, GDPR, HIPAA

Frequently Asked Questions

Getting started is simple. Contact our team for a personalized consultation where we will assess your requirements, recommend the best configuration, and handle the entire setup and onboarding process. Most deployments are completed within 1-2 business days.

All our solutions include comprehensive support. You get access to our dedicated support team via email, phone, and WhatsApp during business hours. We also provide proactive monitoring, regular health checks, and access to our knowledge base. Extended 24/7 support plans are available for mission-critical deployments.

Absolutely. Our experienced team handles migrations regularly and will manage the entire process including data migration, configuration transfer, user training, and parallel running to ensure zero downtime. We create a detailed migration plan tailored to your specific environment.

We offer flexible payment options including monthly and annual billing. Payment can be made via bank transfer, M-Pesa, credit card, or purchase order for established accounts. Annual subscriptions typically include a discount. Contact our sales team for a customized quote.

Freshdesk Omni

Key Features

Frequently Asked Questions

Interested in Freshdesk Omni?

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