Customer engagement service Freshworks, which was valued at about $1.5 billion in its last funding round, today launched Omniroute, the latest product in its portfolio of tools for customer service agents.

Omniroute is essentially a load-balancer for routing multi-channel customer inquiries. Freshworks argues that earlier customer support solutions made it hard for agents to switch between inquiry types and for managers to efficiently route traffic.

“Modern consumers are able to reach out to brands across

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