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.
The future is omnichannel conversations that are seamless and easy for customers. These omnichannel conversations, coupled with omnichannel quality management, where every interaction on every channel can be reviewed for quality, provide a glimpse into the future. It’s a future that is possible today, powered by Bright Pattern.
The Bright Pattern omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey. As the name suggests, the omnichannel platform allows representatives to engage with customers across a wide variety of channels (e.g., voice, IVR, SMS, chat, messaging, etc.) and effortlessly switch between them as one seamless conversation with the customer.
The Bright Pattern omnichannel contact center platform maintains context and relevant information across all channels as if it were a single conversation, resulting in greater personalization and higher levels of customer satisfaction. Bright Pattern also lets companies use AI to monitor every single interaction on every channel so that quality assurance and a great customer experience can be delivered in a single omnichannel customer experience platform.
As the Marketing Manager at Bright Pattern, my main goal is to increase awareness on the growing benefits of cloud-based technologies in the contact center industry.