Sensiple’s Skype for Business CTI integrates Freshdesk with Skype for Business (on-premise / O365). This integration extends S4B collaboration to freshdesk customer support teams. This integration provides agents the ability to open, create, update and review tickets within freshdesk web portal. This solution helps enterprise to leverage existing investment on Microsoft’s Skype for Business and Freshdesk. Key Features: 1. Skype4B Call Controls to Accept, Reject, Hold, Mute, Conference, Transfer voice calls. 2. Agent screen-pop to display customer profile and existing tickets. 3. Agents can create new tickets, update existing tickets. 4. Agents can create new customer profile. 5. Agents can search Skype4B contacts and initiate outbound calls. 6. Click to Dial integrated within freshdesk ticket and customer page. 7. "After Call Work" to wrap-up the call. 8. Language support for English & Spanish.