ZENDESK CALL CENTER SOFTWARE

Bright Pattern’s Zendesk call center integration leverages the information contained in your Zendesk environment with the advanced features of Bright Pattern’s omnichannel cloud call center solution to provide an exceptional agent and customer experience. Bright Pattern delivers powerful omnichannel call center features, including robust outbound capabilities for campaigns, advanced inbound capabilities for service and support teams, and blended capabilities for multipurpose call centers.

Bright Pattern’s Zendesk call center integration brings together one of the industry’s leading CRM solutions with the most advanced contact center software available in the marketplace to provide better customer experiences.Customers expect personalization and the ability to choose their preferred form of interaction (e.g., live chat, SMS/text messaging, voice, social media, etc.). Bright Pattern’s virtual call center software addresses this challenge by delivering a powerful omnichannel contact center platform that enables call center agents to access the rich data available in the Zendesk platform.

Bright Pattern’s Zendesk call center integration supports search, identification, and screen pop functionality, as well as creating Zendesk items based on interaction data. In addition to advanced features such as click-to-call, built-in knowledge base, and real-time statistics, our unified omnichannel Agent Desktop makes it easy for agents to manage all communication channels with efficiency. Bright Pattern’s call center solution integrates with Zendesk to provide the flexibility to switch between communication channels—from voice calls and social media messaging apps like Facebook Messenger to SMS/MMS, video, and more—while delivering the most relevant data from Zendesk for a personalized customer experience.

Our Zendesk call center integration also utilizes powerful artificial intelligence (AI) and bot solutions to give agents and callers enhanced automation and efficiency. Our AI and both integrations improve the customer experience and speed-up time to resolution. Bright Pattern works with AI-powered bots and cognitive technologies of many third-party vendors, including Google, Amazon, and IBM.

Bright Pattern’s omnichannel cloud call center platform integrates with Zendesk to offer superior phone support. Whether you’re a small business attempting to provide productive phone support, or a large enterprise serving thousands of callers a minute, Bright Pattern’s software allows you to easily manage customer communications across all channels, seamlessly switch between these channels, increase sales, provide exceptional phone support, and boost agent performance. Combining Bright Pattern’s omnichannel call center solution with Zendesk integrations will ensure personalized and efficient phone support operations.

call center software bright pattern

KEY FEATURES:

  • Omnichannel cloud-based contact center
  • Inbound call center
  • Outbound call center
  • Blended call center
  • All digital channels (e.g., chat, email, SMS/MMS, messengers, video, etc.)
  • Automatic call distribution (ACD)
  • Single customer view
  • Unified omnichannel user interface
  • SMS/MMS
  • Computer telephony integration (CTI)
  • Screen-pop functionality
  • Conversational IVR
  • Intelligent call and digital routing
  • Interactive Voice Response (IVR)
  • Omnichannel quality management across all channels
  • Click-to-call, click-to-chat capability
  • Predictive, progressive, automatic, and preview dialing
  • Single sign-on (SSO)
  • Rich administration and supervisor tools
  • AI capabilities via integration with third-party providers
  • Call recording
  • Screen/call recording
  • Built-in knowledge base
  • Real-time quality monitoring with KPIs and analytics

ZENDESK CALL CENTER INTEGRATION BENEFITS WITH BRIGHT PATTERN

MULTICHANNEL VERSUS OMNICHANNEL CONTACT CENTER SOFTWARE

It is important to distinguish between a multichannel call center solution and an omnichannel call center solution. Both multichannel and omnichannel customer service and contact center solutions involve communicating through multiple channels. The key difference between the two lies in whether the agent can handle multiple channels simultaneously.

With a multichannel solution, the customer is offered multiple media channels for communication, such as voice and chat. The agent can only handle one channel at a time, however, and are often overwhelmed by the amount of channels that contact centers support. With an omnichannel contact center, however, multiple channels are offered to the customer and the agent can handle more than one channel at a time.

The customer journey may start with a desktop visit to the website, followed by a chat or SMS from a mobile device, and escalate to voice via phone. Today’s customers want the ability to interact across channels and have a consistent and personalized experience throughout. Because Bright Pattern accesses relevant information from Zendesk and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience. Empower your Zendesk call center agents to service your customers on the channel of their choice with the Bright Pattern omnichannel call center solution. The result is a consistent, meaningful, and personal customer experience.

Bright Pattern’s omnichannel contact center solution not only enables a seamless transition between channels, but also allows customers to stay in contact with the same agent, saving them the trouble of having to be transferred to another line or repeating themselves to a different representative.

multichannel contact center software
omnichannel contact center software

AGENT EMPOWERMENT

In order for call center agents to deliver a personalized customer experience, it is crucial that they have the best tools possible. In fact, using the best call center software available is one of the most important ways to improve agent performance and satisfaction.

To address this issue, Bright Pattern offers a unified Agent Desktop that allows agents to access customer interactions on any channel from anywhere. This enables agents to see the entire conversation with full context, resulting in a more effective and personal customer experience.

Bright Pattern’s advanced call center features reduce simple, redundant tasks that waste time. Agent turnover is a common issue for call centers, and addressing this issue is crucial for continuity and retention. Automating simple tasks can empower call center agents and result in  lower costs, higher productivity, less downtime, and higher agent retention. A long-term investment in a system that improves call center agent morale will more than pay off in the long run.

Bright Pattern offers many new features and benefits to Zendesk call center agents, including single sign-on (SSO) functionality. Just log on one time and you are ready to go. Agents are also able to setup and work from anywhere rather than only from a single location, decentralizing your call center and adding flexibility. Agents also use 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, a built-in knowledge base, and real-time statistics are just a few other features that help increase agent productivity.

Bright Pattern’s Zendesk call center solution will significantly improve agent productivity, as it allows agents to learn more about the customers they are interacting with and use their data in new ways. Access to data like call logs, previous information, and client phone numbers will help empower agents and increase productivity. Having all communication interactions associated with your customer data from Zendesk puts the tools that your agents 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 customer support requests to accessing customer records and details, our Zendesk call center solution puts everything at your agents’ fingertips. Our Zendesk call center integration offers a dynamic way to conduct your business by putting your customer database in your agents’ hands to give your customers a much more personalized and effective experience.

Bright Pattern’s Zendesk call center integration also puts these same tools in the hands of your supervisors, allowing you to better track, coach, and improve agent performance. You will have access to all tickets, cases, call logs, and call recordings, as well as multichannel monitoring and grading tools.

A TRUE OMNICHANNEL ROUTING ENGINE

Another benefit to the Bright Pattern and Zendesk call center solution is that it offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context and personalization.

Many call center solutions still rely on multichannel “siloed environments” or separate touch points, resulting in friction for the customer journey. Consider a situation where a customer speaking to an agent on one channel has to switch to a different agent, simply because the customer wants to interact on a different channel. These compartmentalized experiences create friction both ways, and today’s customers want a consistent and personal experience

Bright Pattern’s advanced omnichannel routing technology allows companies to deliver a rich and personal solution for contact centers that can be easily implemented. With all communication channels for agents and customers included natively, there are no disparate systems to worry about, and attention can be focused solely on the customer.

When the Bright Pattern omnichannel contact center solution’s intelligent omnichannel routing technology is combined with Zendesk, customers are automatically directed to the agent 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 Zendesk. You can route based on almost any information contained in Zendesk, including priority, severity, the last agent that serviced the client, skill levels, and more

Zendesk blended voice and chat

CUSTOMIZABLE JOURNEYS

Bright Pattern’s drag-and-drop journey-building application, Scenario Builder, provides all the tools needed to create the customer journey that best fits your business strategy.

Use the Bright Pattern Zendesk call center integration to access Zendesk data to 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 customers receive a personal and successful interaction experience.

zendesk full data access and scenario builder

ROBUST ANALYTICS

Bright Pattern’s omnichannel contact center solution integrated with Zendesk delivers powerful customer analytics, reporting, and quality management capabilities across all channels in a single view.

Customer analytics are critical for providing an exceptional customer experience. By combining customer and communication data with advanced analytics tools, your business will be better prepared to provide an exceptional customer journey across all channels.

Zendesk screen pop

ZENDESK CALL CENTER INTEGRATION AND BRIGHT PATTERN SUMMARY

The Bright Pattern omnichannel Zendesk contact center solution gives your organization the ability to seamlessly service your clients throughout their entire customer journey. Our 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. The Bright Pattern omnichannel contact center platform accesses the rich data contained in Zendesk to provide context and activity history across all channels, resulting in a single, continuous conversation offering greater personalization and higher levels of customer satisfaction.

WHY WAIT?

We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s call center solution help you change the pattern of customer service