In this installment of the New Suppliers on the Block series, principal solutions architect Jason Kaufman introduces Front. He describes Front as a single pane of glass designed to aggregate various communication channels, including email, Teams, and Slack, into one umbrella. The presenter explains how the platform utilizes rule-based routing to direct incoming requests to the correct departments or individuals and mentions the ability to establish queuing based on specific skill sets to ensure efficient responses for B2B communication services.
Video Transcript
Transcript is auto-generated.
So we get a lot from customers. I have my ticketing system. I have my contact center solution. I need something that kinda aggregates all that together and puts everything in a single pane of glass. Whether it’s Teams, it’s email, it’s Slack. Anything that comes in, I want it all going to one umbrella.
Welcome to new suppliers on the block. This series brings you closer to the newest suppliers in the portfolio, showcasing what they offer and how it can strengthen your conversations and customer outcomes. Let’s jump in. My name is Jason Kaufman, principal solutions architect, and I’m proud to introduce Front.
So Front, think of them as that single pane of glass for all different points of communication coming in under one umbrella. And then when the communication comes in, you can apply rules. Just because somebody sends something to one department doesn’t mean it should go to that department. Front can actually apply rule based routing and put that to the correct location depending on what the request comes in or who the target audience is.
Or if you wanna establish some form of queuing for, you know, those those people that are, you know, highly trained and they have skills base, you know, those types of things, you could put those rules in there as well.
So think of them as one aggregate front, pun unintended, and also some rules put in there to make sure that you have things going to the right areas at the right times to make sure it gets the most efficient response, plus being able to put things where you want them to go on the back end. Just because somebody wants to get to that certain person or a certain department doesn’t mean they doesn’t mean they need to. So think of Front for all of that b to b communication services and ticketing platform all in one under umbrella.