Oct 21, 2020

Freshworks: Remote Flexibility through Freshcaller

Freshcaller
Digital Transformation
supply chain
Freshworks
Sean Galea-Pace
4 min
Freshworks: Remote Flexibility through Freshcaller
Business Chief North America explores Freshworks and takes a look at its Freshcaller platform in the fourth of six articles...

Freshworks provides a suite of products that combine the power of sales, support, and marketing software together so that you not only communicate more effectively but also keep track of the full 360º view of your customer data.

The company offers Freshworks 360 - the ultimate customer-for-life software suite - which allows engagement with customers at all steps of their journey. Freshworks solutions and experts can support, accelerate and improve inventory management efforts as your supply chain and business grows. It provides omnichannel customer engagement, in-context collaboration and integrated experience. Its products include:

  • Freshdesk - Empowering support teams to work together and resolve customer issues more quickly and efficiently.
  • Freshservice - Streamline IT services and manage internal requests from employees.
  • Freshsales - Keep sales teams updated about prospects and close deals quicker.
  • Freshchat - Engage with website visitors and product users for sales and customer success.

In this article, we examine Freshworks’s most popular platform - Freshcaller.

Through Freshcaller, organisations can provide value at scale without needing to take on the cost and complexity of legacy software.

Freshcaller is:

  • Contextual - it empowers and encourages teams to create/respond to all opportunities with full transparency and context.
  • Modern - Freshcaller upgrades your current phone technology to a state-of-the-art routing and voice AI engine.
  • Beautifully simple - Freshcaller is a minimum-fuss maximum-love voice platform built just for you.

Freshcaller allows your phone teams to work from home or remotely. As a business, it is essential that your phone teams are prepared to work wherever they are, particularly as a result of the current global situation with COVID-19. Freshcaller’s cloud-based phone solution provides that flexibility to break free from your desk and work from anywhere. 

Freshcaller allows:

Flexibility with a mobile app

It’s clear that distractions can be unavoidable when working from home so you might not always be in front of your laptop 24/7. However, rushing to your workspace for making and taking calls can be inconvenient. By downloading the Freshcaller mobile app for Android and iOS, you can break-free from the traditional workspace. Freshcaller is tightly linked with Freshworks’ in-house CRM and Helpdesk which enables users to link calls to tickets or leads from within the mobile app.

Stay on top of your team’s performance

Lots of team leaders may be concerned that their team’s productivity could decrease with remote working. This is usually because of a lack of visibility to ensure that the team is indeed working. However, with Freshcaller’s best-in-class supervisor controls, managers can monitor and track their phone team’s performance regardless of where they are located or where their team is based. This means that managers can be provided with custom reports on agent productivity, monitor ongoing calls and interrupt calls in real-time. Freshcaller allows you to manage the team with ease even while working remotely.

Route your calls effectively with intelligent routing options

If your business operates across a number of different timezones, it can be a difficult task to route calls to the correct team. This could be even more challenging if your team is distributed. Through Freshcaller’s advanced routing capabilities, you can control and define the path of your incoming calls and route them to the correct team. Additionally, you can configure business hours for each specific team and plan holiday leave.

Provide context and collaborate across teams

A lack of teamwork and context is often an issue when teams work remotely. Through Freshcaller’s call transfer capability, organisations can assign calls with context. Call conferencing enables you to ask another team member to work together on the same call. Through the call notes capability, you can take detailed notes for every call which would be put towards the caller’s history and provide contextual visibility to other team members. Freshcaller’s integrations also ensure that your call information flows through your CRM and Helpdesk.

Freshcaller’s capabilities for remote working include:

  • Business hours routing
  • Holiday routing
  • Voicebot
  • Call transfer
  • Call conferencing
  • Reporting and analytics
  • Mobile app
  • Call monitoring and barging
  • Integrations

Interested in finding out more? To try freshcaller for free for 21 days, click here!  

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Jun 12, 2021

How changing your company's software code can prevent bias

Deltek
diversity
softwarecode
inclusivity
Lisa Roberts, Senior Director ...
3 min
Removing biased terminology from software can help organisations create a more inclusive culture, argues Lisa Roberts, Senior Director of HR at Deltek

Two-third of tech professionals believe organizations aren’t doing enough to address racial inequality. After all, many companies will just hire a DEI consultant, have a few training sessions and call it a day. 

Wanting to take a unique yet impactful approach to DEI, Deltek, the leading global provider of software and solutions for project-based businesses, took a look at  and removed all exclusive terminology in their software code. By removing terms such as ‘master’ and ‘blacklist’ from company coding, Deltek is working to ensure that diversity and inclusion are woven into every aspect of their organization. 

Business Chief North America talks to Lisa Roberts, Senior Director of HR and Leader of Diversity & Inclusion at Deltek to find out more.

Why should businesses today care about removing company bias within their software code?  

We know that words can have a profound impact on people and leave a lasting impression. Many of the words that have been used in a technology environment were created many years ago, and today those words can be harmful to our customers and employees. Businesses should use words that will leave a positive impact and help create a more inclusive culture in their organization

What impact can exclusive terms have on employees? 

Exclusive terms can have a significant impact on employees. It starts with the words we use in our job postings to describe the responsibilities in the position and of course, we also see this in our software code and other areas of the business. Exclusive terminology can be hurtful, and even make employees feel unwelcome. That can impact a person’s desire to join the team, stay at a company, or ultimately decide to leave. All of these critical actions impact the bottom line to the organization.    

Please explain how Deltek has removed bias terminology from its software code

Deltek’s engineering team has removed biased terminology from our products, as well as from our documentation. The terms we focused on first that were easy to identify include blacklist, whitelist, and master/slave relationships in data architecture. We have also made some progress in removing gendered language, such as changing he and she to they in some documentation, as well as heteronormative language. We see this most commonly in pick lists that ask to identify someone as your husband or wife. The work is not done, but we are proud of how far we’ve come with this exercise!

What steps is Deltek taking to ensure biased terminology doesn’t end up in its code in the future?

What we are doing at Deltek, and what other organizations can do, is to put accountability on employees to recognize when this is happening – if you see something, say something! We also listen to feedback our customers give us and have heard their feedback on this topic. Those are both very reactive things of course, but we are also proactive. We have created guidance that identifies words that are more inclusive and also just good practice for communicating in a way that includes and respects others.

What advice would you give to other HR leaders who are looking to enhance DEI efforts within company technology? 

My simple advice is to start with what makes sense to your organization and culture. Doing nothing is worse than doing something. And one of the best places to start is by acknowledging this is not just an HR initiative. Every employee owns the success of D&I efforts, and employees want to help the organization be better. For example, removing bias terminology was an action initiated by our Engineering and Product Strategy teams at Deltek, not HR. You can solicit the voices of employees by asking for feedback in engagement surveys, focus groups, and town halls. We hear great recommendations from employees and take those opportunities to improve. 

 

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