The Bright Pattern ServiceNow call centre integration combines industry–leading omnichannel call centre capabilities with the rich IT service management (ITSM) and customer support information contained in your ServiceNow platform to provide an exceptional customer experience for your customers, employees, experts, and knowledge workers. With our ServiceNow call centre integration, we provide you with robust outbound capabilities for campaigns, advanced inbound and routing capabilities for service and support, and blended capabilities for multipurpose call centres.
The Bright Pattern ServiceNow call centre integration supports search, identification, and screen pop functionality, as well as creating, updating, and searching ServiceNow items incidents and problems based on interaction data. In addition to features such as click-to-call, communication activity history, and real-time statistics, our unified omnichannel Agent Desktop makes it easy for users to manage all communication channels from a single interface—from voice calls and messaging apps like Facebook Messenger to SMS/MMS, video, and more—while delivering the most relevant data from ServiceNow for a more effective employee and customer experience. As an example, you can prioritize incoming events based upon established service levels (SLAs) and automatically route them to the appropriate group for resolution.
Our ServiceNow call centre integration also provides powerful artificial intelligence (AI) and bot solutions to give experts and customers enhanced automation to speed up time to resolution and improve the customer experience. Bright Pattern can help you provide the AI solution that best fits your call centre needs, whether it’s a customer-facing bot to automate routine tasks, or a user-facing bot to provide suggestions or potential resolutions. Bright Pattern works with AI-powered bots and cognitive technologies of many third-party vendors, including Google, Amazon, and IBM.
Bright Pattern and ServiceNow are a perfect combination. The Bright Pattern omnichannel cloud call centre platform can integrate with your ServiceNow platform to offer the best ITSM and customer support experience possible. Easily manage employee and customer communications across all channels, seamlessly switch between them, and boost user performance and morale all while enhancing the service management and customer experience.
- Omnichannel cloud-based contact centre
- Inbound call centre
- Outbound call centre
- Blended call centre
- All digital channels (chat, email, SMS/MMS, messengers, video)
- Automatic call distribution (ACD)
- Single user view
- Unified omnichannel user interface
- Computer telephony integration (CTI)
- Screen-pop functionality
- Conversational IVR
- Intelligent call and digital routing for cases, incidents, activities, and more
- Interactive Voice Response (IVR)
- Omnichannel quality management across all channels
- Click-to-dial capability
- Predictive, progressive, automatic, and preview dialling
- Rich administration and supervisor tools
- AI capabilities via integration with third-party providers
- Screen/call recording
- Real-time quality monitoring
- Built-in Knowledge Base
- Email/case management
- Multi-session chat on analyst
- Canned responses
- Directory access
- Call control (hold, transfer, conference)
- Multiple calls to analyst
- Send screen on transfer
- Disposition and notes
- Supervisor UI built into ServiceNow (real-time dashboards, multichannel monitoring, and grading)
SERVICENOW CALL CENTRE INTEGRATION BENEFITS WITH BRIGHT PATTERN
MULTICHANNEL VERSUS OMNICHANNEL CONTACT CENTRE SOFTWARE
It is important to distinguish between a multichannel call centre solution and an omnichannel call centre solution. Both multichannel and omnichannel customer service and contact centre solutions involve communicating through multiple channels. With a multichannel solution, the customer is offered multiple media channels for communication, such as voice and chat, but the agent can only handle one channel at a time. With an omnichannel contact centre, however, multiple channels are offered to the customer and the agent can handle more than one channel at a time.
Today’s employees and customers want the ability to interact across channels and have a consistent and personalized experience throughout. Empower your ServiceNow call centre users to service your employees and customers on the channel of their choice with the Bright Pattern omnichannel call centre solution. The Bright Pattern omnichannel contact centre solution not only enables a seamless transition between channels, but it also allows employees to stay in contact with the same user, saving them the trouble of having to be transferred to another line or repeating themselves to a different person.
In order for your users to deliver the right results, it is critical to make sure they have the best tools possible. In fact, using the best call centre software available is one of the most important ways to improve user performance and satisfaction.
To address this issue, Bright Pattern offers a unified Agent Desktop that allows knowledge workers and experts to access any interaction on any channel. This enables users to see the entire ITSM or customer support information with full context, resulting in a more effective experience.
Reducing simple and routine tasks also helps in reducing employee turnover. Because turnover is a common issue for call centres, addressing this issue is imperative for continuity and retention. As a result of using Bright Pattern’s advanced omnichannel call centre software, you will see lower costs, higher productivity, less time wasted, and cost savings in hiring and training new users. A long-term investment in a system that improves call centre morale will more than pay off in the long run.
Bright Pattern offers many benefits to ServiceNow call centre users, including an intuitive user interface that presents all information on a single screen, saving them from having to switch between channels. Screen pop, click-to-call, automatic routing of incidents, problems, and cases, and real-time statistics are just a few other features that help increase productivity.
Having all communication interactions associated with your ITSM and customer data from ServiceNow puts the tools that your experts use most often right in their dashboard, allowing for common tasks to be completed more quickly and efficiently. From accessing the knowledge base and fielding ITSM and customer support requests to accessing service desk and customer records and details, our ServiceNow call centre solution puts everything at your users’ fingertips.
The Bright Pattern ServiceNow call centre integration also puts these same tools in the hands of your supervisors, allowing you to better track, coach, and improve performance. You will have access to all incidents and problems, as well as multichannel monitoring and grading tools.
A TRUE OMNICHANNEL ROUTING ENGINE
Another benefit to the Bright Pattern and ServiceNow call centre solution is that it offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context, continuity, and personalization.
As we discussed previously, many call centre solutions still rely on multichannel “siloed environments” or separate touch points, resulting in friction for the employee and customer journey. Consider a situation where an employee or customer speaking to an expert on one channel has to switch to a different knowledge worker, simply because the customer wants to interact on a different channel. These compartmentalized experiences create friction both ways, and today’s employees and customers want a consistent and personal experience.
Bright Pattern’s advanced omnichannel call centre routing technology allows companies to deliver a rich and personal solution for contact centres that can be easily implemented. With all communication channels included natively, there are no disparate systems to worry about, and attention can be focused solely on service to employees and the customer.
When the Bright Pattern omnichannel contact centre solution’s intelligent omnichannel routing technology is combined with the ServiceNow platform, ITSM users and customers are automatically directed to the knowledge worker with the appropriate skill level to address their particular issue.
Furthermore, Bright Pattern omnichannel routing technology allows you to create communication workflows based on the information contained in ServiceNow. You can route based on almost any information contained in ServiceNow, including priority, severity, incidents, cases, the last knowledge worker that serviced the client, skill levels, and more.
Bright Pattern’s drag-and-drop journey-building application, Scenario Builder, provides all the tools needed to create the ITSM and customer journey that best fits your business strategy.
Use the Bright Pattern ServiceNow call centre integration to access ServiceNow data to route calls to the appropriate group for resolution, make outbound calls, send SMS notifications, or deliver premium customer service to your most-valued customers. You decide the strategy and channel and Bright Pattern will ensure that your ITSM users and customers receive a personal, data rich, and successful interaction experience.
The Bright Pattern omnichannel call centre solution integrated with ServiceNow delivers powerful ITSM and customer analytics, reporting, and quality management capabilities across all channels in a single view.
Analytics are critical for providing an exceptional experience. By combining ServiceNow information and communication data with advanced analytics tools from Bright Pattern, your business will be better prepared to provide an exceptional journey across all channels.
SERVICENOW CALL CENTRE INTEGRATION AND BRIGHT PATTERN SUMMARY
The Bright Pattern omnichannel ServiceNow contact centre solution gives your organization the ability to seamlessly service your ITSM users and customers throughout their entire journey. Our omnichannel platform allows representatives to engage with your users across a wide variety of channels (e.g., voice, IVR, SMS, chat, messaging, video, etc.) and effortlessly switch between them when requested. The Bright Pattern omnichannel contact centre platform accesses the rich data contained in ServiceNow to provide context and activity history across all channels, resulting in a single, continuous conversation and higher levels of user satisfaction. Our powerful reporting and analytics capabilities ensure that users are continuously updated on business expectations and how they are performing.