Freshdesk
Ticketing, SLA, automations, knowledge base, customer portal, agent views and quality reporting.
Nuagique CX offer
Freshdesk Omni by Nuagique.
Our omnichannel CX offer combines Freshdesk, chat and Aircall to create a smoother, measurable and premium customer relationship experience.
Nuagique CX offer
Support, chat and voice in one unified experience.
Freshdesk
+
Chat
+
Aircall
Omnitickets + chat + voice
CXcustomer journey
360°relationship management
Positioning
A CX offer for companies that want to go beyond simple ticketing.
Customer relationships are no longer limited to answering emails. Customers write, call, chat online, follow up, switch channels and expect perfect continuity.
Freshdesk Omni by Nuagique is our answer to this challenge: a CX architecture combining Freshdesk, chat immediacy and Aircall cloud telephony.
The goal is not to stack tools, but to create a coherent setup: shared data, shared teams, shared prioritization rules, shared indicators and a smoother experience for customers and agents.
CX stack
The proposed CX stack
An offer built around three complementary layers: ticketing, digital conversation and voice.
Chat
Instant messaging, qualification, proactive messages, routing to the right teams and continuity with ticketing.
Aircall
Cloud telephony, IVR, routing, queues, supervision, analytics and CRM/helpdesk integration.
Commercial value
What the offer brings commercially
Freshdesk Omni by Nuagique is designed as a CX transformation offer: clearer for leadership, smoother for customers and more efficient for teams.
A smoother customer experience
Channels are designed together. Customers can write, chat or call without information getting lost between tools.
More efficient teams
Agents benefit from consolidated context, clear rules, useful automation and better prioritization.
Clearer CX management
Volumes, SLA, satisfaction, service quality, voice performance and conversational activity become measurable in one logic.
A premium but pragmatic approach
Nuagique designs the architecture, configures the tools, supports adoption and keeps simplicity at the center.
An enriched alternative to the standard offer
We build on Freshdesk Omni while adding our CX integration expertise and Aircall when voice is strategic.
A scalable foundation
The offer can start with a priority scope and expand to CRM, automation, customer knowledge or advanced analytics.
Use cases
Best-fit contexts
01
High-volume customer support
Centralize requests, reduce handling times and better manage service commitments.
02
Sales and customer relationship teams
Connect inbound interactions, calls, conversations and commercial opportunities.
03
Modern contact centers
Combine phone, chat, portal and automation in a clearer agent experience.
04
CX transformation projects
Replace scattered tools with a coherent, governed and scalable ecosystem.
FAQ
Frequently asked questions
Key points to understand the Freshdesk Omni by Nuagique offer.
Is this an official Freshworks offer?
It is a Nuagique offer built around Freshdesk Omni, enriched by our CX integration approach and Aircall when cloud telephony is central.
Why integrate Aircall instead of staying only within Freshworks?
Aircall brings a strong voice layer for support, sales and customer relationship teams. The value lies in connecting that voice to the wider customer journey.
Does this replace Freshdesk?
No. Freshdesk remains the support foundation. Freshdesk Omni by Nuagique is a broader offer for organizations that want a complete omnichannel journey.
Can Freshdesk Omni by Nuagique be deployed progressively?
Yes. The offer can be built in stages: start with the priority channels, secure team adoption, then gradually extend the scope to voice, automation, reporting or CRM. The objective is to keep a clear, controlled and value-driven roadmap.
Next step
Want to build a premium omnichannel CX experience?
We can help you frame the right architecture across Freshdesk, Chat, Aircall, CRM, automation and reporting.