The Skype4B adapter app for Freshdesk enables service representatives to take advantage of real time collaboration features of Skype for Business and the best practices of Freshdesk Management tool to power up the customer experience. Skype for business (Lync), a well-liked app for instant messaging, video chat and voice calls! Freshdesk, a SaaS based customer service platform! Sensiple Skype4B Adapter can leverage the power of Skype4b (Lync) to lift your Freshdesk experience to the next level. Features Call Handling Screen pop up within Freshdesk instance when the agent receives inbound or does outbound calls in Skype for Business. Automatic Caller Identification from existing Freshdesk customer profiles. Adding new customers into the Freshdesk system is just a click away. Click to Dial Initiating the outbound Skype for Business call is easier with just a click from the Freshdesk. Agents can look up a contact and perform outbound calls from the CTI window. After call Update Agents can work on ticket notes after their call with the customers and log their call notes for the tickets from the CTI. Call metrics such as Call Start Time, Call End Time, Call Duration, and Call Direction (Inbound/Outbound) can be automatically updated as part of the ticket notes. Call Controls Agents can perform all Skype4B call control operations such as answer, reject, hold/resume, transfer, conference within the Freshdesk tool. Work on Ticket Agents can view the caller’s new tickets, create tickets, search for tickets and update the tickets' notes affluently. Multi Language Support Support for agents on their preferred local language to work comfortably.