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Report: Companies resolved employee IT issues 23% faster in 2021

Freshworks’ annual IT Service Management Benchmark Report reveals how automation, virtual agents, and chatbots helped companies delight employees in the remote and hybrid work era

SAN MATEO, Calif., May 04, 2022 (GLOBE NEWSWIRE) — Freshworks Inc. (NASDAQ: FRSH), a software company empowering the people who power business, today announced the findings from its second annual Freshservice Service Management Benchmark Report which measured key performance indicators (KPIs) for the IT industry across 62 million tickets in 2021. The report revealed that global IT teams adapted to remote work in 2021, resolving employee tickets 23% faster than the year before as overall resolution time for IT tickets went down by seven hours.

In a world where employees increasingly rely on technology to get their work done at home, in the office, and everywhere in between, the Freshworks report confirmed that new technologies that enable chatbots and virtual agents are making a substantial impact helping employees and companies become more productive — and even delighting them along the way.

“Making sure IT works flawlessly is essential for modern businesses to succeed,” said Prasad Ramakrishnan, CIO of Freshworks. “Analyzing data from around the world, we found that IT teams mastered the challenges of remote work last year in large part by employing powerful yet easy-to-use technologies that help them do more, faster. Importantly, these technologies are also engaging employees at work, which is critical to help companies retain talent and grow.”

The report analyzed anonymous, aggregated data from 86 countries, more than 4,200 organizations, and over 62 million unique employee support tickets. New tech features including AI-powered responses played a significant role in speeding up resolutions as bots deflected nearly 60% of tickets. Companies with automations achieved resolution times 22% faster than those who did not, and companies offering a catalog of IT services through their ITSM software reduced resolution times 17% compared to those who did not. Companies are taking notice and rapidly adopting more advanced technologies. Nearly 25% of integrations included bots and workflow applications — a 40% increase compared to 2020.

While less than one percent of IT interactions were via chat, this channel provided significant benefits: employees who chatted with virtual agents saw customer satisfaction scores hit 100% in some cases, while delivering 48% faster responses (5.21 hours) and 62% faster resolution times (8.74 hours) compared to those who don’t use virtual agents.

Freshworks analyzed KPIs across 14 industries to understand how industries compare to each other:

  • Happy hoteliers: Companies in hotels, tourism, and leisure achieved the highest employee satisfaction rating (98.01%).
  • Real estate resolutions: Property development and building infrastructure companies have the lowest average resolution time at 18.49 hours, while leisure and hospitality has the highest (27.32).
  • Consumer products and services finish first in first response: Their average first response arrived in 8.23 hours, nearly 50% faster than the industry with the slowest first response time (healthcare).
  • Retail and e-commerce IT departments fix it fast: They achieved the highest first contact resolution rate at 73%.

The report also analyzed regional differences. Notably, the report found that North American IT departments achieved the highest customer satisfaction rating at 97.92%. However, it takes multiple interactions to resolve employee queries, leading to the longest average resolution time in the world at 24.27 hours. Conversely, companies in Latin America are the quickest to assign tickets and respond to customer issues within 8.24 hours and 7.60 hours, respectively.

Download the complete Freshservice Service Management Benchmark Report 2022 here, and learn more about how to combine the forces of ITSM and ITOM in an ebook here.

About Freshworks Inc.
Freshworks Inc. (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 56,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn, and Twitter.

© 2022 Freshworks Inc. All rights reserved. Freshworks and their associated logos are trademarks or registered trademarks of Freshworks Inc. All other company, brand, and product names may be trademarks or registered trademarks of their respective companies.

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Jayne Gonzalez

World Record to Be Set as BetOnline Places First Wager From Space

Global Gambling Company Allows Users to Bet on Coin Flip from Beyond Earth’s Atmosphere



MIAMI, May 03, 2022 (GLOBE NEWSWIRE) — BetOnline.ag, a sports betting, poker and casino website that has been in operation for more than 25 years, is scheduled to set history in the gaming industry by becoming the first company to accept wagers surrounding a coin flip from space.

BetOnline worked with Sent Into Space, a high-altitude balloon operator led by Dr. Alex Baker and Dr. Chris Rose, to execute the launch of the first bet from beyond Earth’s atmosphere. Sent Into Space has more than 500 successful flights in its portfolio, collaborating with high-profile brands such as eBay, Pixar, Barbie and Burger King.

“When BetOnline approached Sent Into Space last year with the idea of placing the first bet in space, it was all hands on deck to make this novel concept come to fruition,” Dr. Rose said. “Not only did they manage to conceptualize this incredible feat, they also achieved a world record in the process.”

The world’s first-ever bet from open space was a two-pronged approach that required months of research and preparation.

The first of the two launches sent a spinning coin bearing the BetOnline logo 20 miles above the atmosphere, stopping only once the craft returned to Earth several hours after launch.

The second launch rocketed a spacecraft with an iPad and a robotic arm. The iPad provided a live feed of the BetOnline.ag website in space by using a two-way network bridge. The final innovation was a highly-dexterous mechanical arm accompanied by a stylus, which placed a bet on the outer space coin toss in real-time.

The coin toss bet, heads or tails, was called at random using a random number generator with unpredictable inputs from environmental sensor readings, ensuring the outcome was impossible to predict in advance.

“This collaboration was our most ambitious project to date,” Sent Into Space co-founder, Dr. Baker, said. “The creativity from BetOnline was other worldly, and the development of highly complex technologies from our team allows BetOnline to continue to be a trailblazing leader in the betting space and beyond.”

The outcome of the flip has already been privately recorded, but BetOnline customers have been placing wagers on the 50-50 proposition during the last month. Betting on the coin toss will be available until the “landing” is revealed, which the company has said will coincide with National Space Day on Friday, May 6.

“We set the prop bet standard and we wanted to etch our brand in history with a record-breaking attempt,” Adam Burns, BetOnline Props Director, said. “In honor of Space Day, we want customers to celebrate space along with the timeless tradition of picking ‘heads or tails.’”

The “first bet in space” initiative is currently being submitted to Guinness World Records.

BetOnline.ag is renowned for innovative approaches of putting its brand on the map, previously placing a wager from the top of Mount Everest.

Earlier this year, BetOnline became the first operator to add the popular cryptocurrency ApeCoin to its crypto cashier.

About BetOnline.ag

Established more than 25 years ago, BetOnline (www.betonline.ag) has become a worldwide leader in providing safe, legal and secure online gaming. The company’s guiding principle is to establish long-lasting, positive relationships with its customers and within the gaming community. BetOnline features the most innovative technology and online gaming solutions for its sportsbook, poker, casino and horse racing clients.


Joshua Barton
Odds PR

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Image 1: BetOnline.ag

BetOnline aims to set Guinness World Record with first bet from outer space.

This content was issued through the press release distribution service at Newswire.com.


Artemest, the Luxury Online Marketplace for Italian Craftsmanship, Raises €15 Million Investment From IRIS Ventures and Olma Luxury Holdings

On a mission to preserve beauty and uniqueness, connecting local creators to global customers

Featured Image for Artemest

Featured Image for Artemest

MILAN, May 03, 2022 (GLOBE NEWSWIRE) — Italy is estimated to hold more than 1.3 million small arts and crafts companies, employing 3 million people. In an increasingly globalized world where design is a commodity, craftsmanship is gaining importance for highly demanding customers and sector experts. Artemest is disrupting this industry by supporting craft businesses and creators and connecting them to global customers looking for unique, handmade pieces.

Ippolita Rostagno launched Artemest after a visit to Florence, where she realised many of the local artisans were going out of business as their customer base increasingly shopped online. Joined by Marco Credendino, they set out to create a global network connecting local businesses with affluent individuals across the globe.

Artemest today has become the realisation of this vision: six years after launching, they connect 1,300+ Italian artisans and creators – offering 60,000+ products – with thousands of customers and design professionals across the globe. Artemest’s catalogue looks more like an art museum than an interior design shop; offering a curated selection of home décor, art and furniture.

Ippolita Rostagno said, “Craftsmanship has been central to the development of the civilized world and has coalesced generations around the idea that art matters. Our ambition is to further this tradition by bringing beauty into people’s everyday lives”.

Artemest has now secured €15 million in funding, led by specialist fund IRIS Ventures and Olma Luxury Holdings. The marketplace will use this funding to accelerate growth, with a focus on the US; further develop its technology, brand & community and optimize its catalog and talent recruitment. Legal counsels Edoardo Canetta Rossi Palermo and Barbara Ballandi led the Chiomenti legal team advising Artemest on the deal.

The investment will also support the development of Artemest’s services for interior designers, brands and hospitality partners, offering them best-in-class, end-to-end support thanks to its personal advisors as well as its content and tech-enabled tools.

Montse Suarez, Founder and Managing Partner of IRIS Ventures, finishes: “Finding visionaries building purpose-led brands that transform the way we live is what we do at IRIS Ventures, and Artemest is a perfect illustration of it. Artemest is the Italian guardian of craftsmanship excellence and creativity, giving the community of artisans and small businesses the ability to preserve their heritage by making it accessible to a global audience”.


Co-founded by jewellery entrepreneur Ippolita Rostagno and Marco Credendino (former Yoox-Net-a-Porter), Artemest is the largest marketplace of Italian high-end, artisanal design, with a vision to become the leading global platform for contemporary design and luxury craftsmanship.

IRIS Ventures

IRIS Ventures is the advisor to IRIS Fund I FCRE, a growth equity fund targeting European and US purpose-led consumer-centric brands and tech-enabled solutions that solve for healthier, happier and more convenient lives. IRIS Ventures has presence in Barcelona, London and New York.



High-res images available here.

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This content was issued through the press release distribution service at Newswire.com.


Gloomy Aidilfitri for Pontian flood victims

PONTIAN, May 4 (Bernama) — It was a gloomy Aidilfitri celebration for residents of Kampung Sri Gambut here when they were forced to take shelter at a temporary relief centre due to floods following prolonged rain that started at 3.30 this morning.

A check by Bernama found that several houses in the village were submerged in waist-deep floodwaters and the affected villagers were evacuated to the Sekolah Kebangsaan (SK) Kampung Melayu Raya flood relief centre.

Miskiah Kundari, 59, a housewife said she became concerned when the rain that started to fall early this morning went on for several hours causing floodwaters to rise.

She said the villagers were used to facing floods, but the disaster has never occurred during the Hari Raya celebration, adding that she hoped floodwaters would subside soon.

Another victim, Susiah Zainal Abidin, 41, although disheartened by the incident, said she was thankful that the flooding did not claim any lives, adding that facilities at the flood relief centre are also sufficient including food supply.

According to the Pontian district disaster management committee, a total of 19 flood victims were evacuated to the relief centre involving four families from Kampung Sri Gambut.

Source: BERNAMA News Agency

5G: Negotiations between telcos and DNB on service agreement still ongoing – Annuar

KUALA LUMPUR, May 4 (Bernama) — Negotiations between telecommunication companies (telcos) and Digital Nasional Bhd (DNB) on a service agreement for the implementation of the country’s 5G network are still underway, said Communications and Multimedia Minister Tan Sri Annuar Musa.

He said that so far, all companies were still in the process of negotiating the price or value of equity offered.

“They (the companies) are given until June 30, 2022 to finalise their participation,” he said in a statement today.

As such, Annuar said an online portal report titled “Annuar Musa: Only TM and YTL have agreed to own an equity stake in Digital Nasional Berhad (DNB)” dated May 2, was inaccurate.

Today, Bernama reported that only two telcos, namely Telekom Malaysia Bhd (TM) and YTL Communications Sdn Bhd, have signed a service agreement with DNB for the implementation of the country’s 5G network, so far.

Source: BERNAMA News Agency

Sombre Aidilfitri for those orphaned by COVID-19

KUALA LUMPUR, May 4 (Bernama) — For Muslims in this country, Aidilfitri this time round has reached a new high of excitement as they could travel back to their hometowns to spend the festive season with their loved ones.

After two years of celebrating Aidilfitri under COVID-19 restrictions, they can now visit relatives’ houses, go shopping for new clothes and do so much more.

Unfortunately, for two orphans, this year’s Aidilfitri might not be as excitable and joyful. They are forced to take on responsibilities which otherwise would have been taken care of when their parents were around.

For Nur Adriana Aleeya, 17, from Perak, who lost both of her parents, Zulkifli Mohd Yusof and Nor Azira Mohamed in September last year (aged 38 and 40 respectively at that time) said, hari raya this year means something different to her and her two siblings, Muhammad Zafrul Aiman, 12, and Muhammad Umar Mikail, eight.

Nur Adriana Aleeya said as they are still emotionally dealing with their parents’ untimely passing due to severe COVID-19 complications, it has taught her to appreciate life more and love whoever still alive by her side.

“The pandemic had cost my parents their life and it is my responsibility to look after my younger siblings. I’m very grateful that our grandmother and relatives are more than willing to fend for all three of us temporarily so that we are able to continue our studies.

“Indeed, it does feel different since this was the first hari raya without our parents, but Insya-Allah, we will gather our strength to get through these trying times,” said the Maktab Rendah Sains Mara (MRSM) Gerik student.

Meanwhile, 24-year-old Universiti Teknologi Mara (UiTM) student Amirul Rashidi Musa from Negeri Sembilan who is also working as a food delivery rider said his sadness resurfaced upon hearing the official announcement of this year’s Aidilfitri.

“I was just about to break my fast at a restaurant in Shah Alam when I heard the chanting of the takbir Raya and people cheering ‘esok raya’ (tomorrow is raya). At that time I had tears streaming down my face.

“I accept this fate with an open heart,” said Amirul, who lost both of his parents in December last year.

On Raya preparations, Amirul said he kept everything simple for him and his younger brother, Izzat Rashidi, 20, due to his busy schedule and the unexpected hari raya announcement.

“Alhamdulilah, my brother and I managed to buy baju Melayu and we celebrated this year’s Aidilfitri with our aunt,” he said.

Source: BERNAMA News Agency

King, Queen grace Aidilfitri event in Kuantan

KUALA LUMPUR, May 4 (Bernama) — Yang di-Pertuan Agong Al-Sultan Abdullah Ri’ayatuddin Al-Mustafa Billah Shah and Raja Permaisuri Agong Tunku Hajah Azizah Aminah Maimunah Iskandariah graced an Aidilfitri event at Istana Abdulaziz, Kuantan, Pahang today.

Pahang Regent, Tengku Hassanal Ibrahim Alam Shah, Tengku Arif Bendahara Tengku Muhammad Iskandar Ri’ayatuddin Shah and other members of the Pahang royal family were also present.

“Both His and Her Majesties spent time mingling with the over 400 guests at the event,” a post on the Istana Negara’s Facebook page read.

Several photos of the event was also uploaded on the social media website.

Pahang Menteri Besar Pahang Datuk Seri Wan Rosdy Wan Ismail and Pahang state secretary Datuk Seri Dr Sallehuddin Ishak were also in attendance.

Source: BERNAMA News Agency