Bright Pattern’s Omnichannel Call Center Platform Adds WeChat Functionality for Customers

Bright Pattern’s Omnichannel Call Center Platform Adds WeChat Functionality for Customers

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Customer service WeChatBright Pattern and Nexmo now offer businesses the capability to provide live customer service over WeChat social messaging app. WeChat is now available on a communications channel in the Bright Pattern’s contact center platform’s omnichannel lineup along with voice, text, SMS, e-mail and video.

“Mobile devices offer an easy access to a wide spectrum of rich communications capabilities. Mobile voice communication, combined with the privacy of text messaging, and picture and location exchange offer an excellent opportunity to increase the productivity of conversation between businesses and their customers while adding convenience to the latter;” said Konstantin Kishinsky, CEO of Bright Pattern. “WeChat offers their users all that, and our integration, thanks to Nexmo, with their responsive team and easy to use APIs,  enables businesses to talk with their customers who are WeChat users via their favorite social messaging app,” he continued.

The integration features text messaging with picture and location exchange, that could be easily escalated into a voice call, for a truly rich contact experience. WeChat interactions can be scripted with Bright Pattern’s omnichannel scenarios to collect necessary information, such as location, up front and possibly provide automated self-service before distributing the contact to a live representative. Picture exchange could be used to send photos of documents or customers’ issues to simplify the explanation and drive first contact resolution. Sending location information cuts conversation time and increases accuracy. The voice calls capability speeds up the dialog when it’s needed.

Nexmo provides innovative communication APIs that bridge traditional voice and text services with cloud communications. Nexmo enables applications and enterprises to make phone calls or send and receive text messages with ease to improve user experiences, no matter where in the world customers are located. http://www.nexmo.com

Over half a billion people use WeChat, the free messaging & calling app that allows users to easily connect with family & friends across countries. It’s the all-in-one communications app for free text (SMS/MMS), voice & video calls, moments, photo sharing, and games. http://www.wechat.com

Bright Pattern bridges the growing expectations gap between enterprises and their increasingly more digitally connected customers. Based on the omnichannel platform, architected from the ground up as a cloud-based service, Bright Pattern’s contact center solution offers the right blend of enterprise-grade functionality, reliability, and scalability not otherwise available in the industry. For more information, visithttp://www.brightpattern.com/.

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