Meeting customer service goals requires a delicate balance of delivering exceptional customer satisfaction while controlling costs and maintaining efficiency. We built ServicePattern to help you reach—and exceed—your goals. ServicePattern, and our Scenario Builder visual interface support the development of powerful inbound contact center applications to meet any need.
Each inbound call is unique; all agents are special
Customers are happiest when they quickly reach the person who can solve their problem. Agents are only effective when they handle interactions that they are qualified for. Our tools help you effectively route incoming and ongoing interactions to the right person. Take advantage of our advanced skills-based routing capabilities to prioritize agents for certain call types, or to route calls to the appropriate queues. Build sophisticated treatments to reduce hold times, and ensure your callers talk to the right agent, sooner.
And we support outbound call center agents on the same platform, providing you with the utmost in flexibility. Allocate your resources and adjust your campaigns at will. Develop more sophisticated campaigns that make better use of your workforce.
Manage Quality With the Right Tools
Track performance and service levels with our built-in supervisory tools, to ensure maximum efficiency and caller satisfaction.
Your supervisors can not only monitor calls three different ways, they can grade agents in both real-time, or offline. Further, each service queue can have an after-call survey configured with results propagated into historical reports for service queues, teams and individual team members. Customize your grading schemes and aggregate data for historical reporting.
Unique in the industry, ServicePattern lets you measure and react to service quality issues across different channels. So instead of fractured data, you get true insights that support sound strategic and tactical decisions.
User-friendly, Web-based Interfaces
We designed and built our user interface based on decades of laboratory and field research and direct experience. Why? When it’s easy to see how to configure your contact center for best practices, you’re more likely to take advantage of them. Powerful functionality is wasted when it is too hard to find or figure out. ServicePattern makes it easy to be a top performer with simple but strong security, and easy-to-navigate supervisor desktop, agent desktop and administration tools.