Bright Pattern Contact Center Chosen by Level, the World’s First Invisible Smart Lock for Home Security Former Apple employees launch Level Lock, the first invisible smart lock designed to install inside your door in minutes, and choose Bright Pattern Contact Center platform to provide effortless customer service South San Francisco, Calif., June 02, 2020 — [...]Continue reading

We talked about omnichannel agent desktops as one of our CX trends for 2020 (and beyond). Although there always will be a need for specific applications like ERPs, CRMs, and database management tools, when it comes to CX, there is no longer a need for multiple applications to run multiple channels.

Let’s focus on software and multiple applications for a minute. Albeit, it’s a bit hard to concentrate on any one application considering the 2019 Marketing Technology Landscape Supergraphic has over 7,000 software solutions. Seriously, we couldn’t even fit the infographic on this page.

While our 2020 call center trends blog series has focused a lot on cutting-edge technology and newer channels, it’s important that we don’t forget about those who prefer an old-school customer experience via phone and/or email. In an August 2019 survey by Statista, 61% of respondents stated the phone was their preferred communication channel to resolve customer service issues.