The new standard in CTI’s is the full integration of PureCloud in the Freshservice Environment by Loyally. The most important features include: - Full call control: answer, reject, dial, transfer and hold. - Answers calls while continuing your current work in Freshservice. - Automatic Frshservice customer lookup for outbound and inbound calls. - View a customer’s most recent tickets inside the CTI. - Make notes during the call. - Add notes to an existing ticket. - Add notes to a new ticket with the ability to set ticket attributes like ticket subject, status, priority, group and more. - Handle wrap-up. - Display queue and language preference of the caller. - CLID selection for outbound calls. The integration is fully SaaS, and does not require any installation or maintenance on your side.