All Channels—One Conversation

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JUMP FROM VOICE TO CHAT AND BACK AGAIN

Conversations between agents and customers are held on any channel or combination of channels, such as voice calls, chats, or SMS/text interactions. For example, a customer can place a call, request to switch to a mobile or web chat, and then switch back to the phone. The customer still connects to the same agent, and the conversation continues.

 

WEB CALLBACK

Visitors to your website will typically connect to agents via rich web chat, email, or the phone. Once connected to an agent via chat, for example, customers can request to be called back on the phone—without interrupting the chat. This continuity helps customers carry on a conversation from any device or medium, no matter where they are.

 

CONNECTING THE DOTS

All interaction details from all channels are saved in one place. Every time an interaction is started with a new person, details about the interaction or the person are saved in cases, contact details, and activity history, which agents can access and review at any time. Because all interactions are related to case or contact, our contact center solution puts conversations in context, helping agents track, search, and review conversations.

 

HIGHLIGHTS

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LEARN MORE ABOUT CONTACT & CASE MANAGEMENT

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When a call is dropped, a redial will bring a customer back to the same agent who handled the call. When a customer calls the next day, the customer can start by referring to the email they sent earlier

[/bsf-info-box][bsf-info-box icon=”Defaults-history” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”ACTIVITY HISTORY ON CONTACTS” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Factivity-history-on-contacts%2F|title:Activity%20History%20on%20Contacts||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;”]

At-a-glance communication history gives agents detailed information about customers, such as the time of the last interaction, transcripts, and notes from agents who handled them

[/bsf-info-box][bsf-info-box icon=”icomoon-BRANKIC-file-media” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”AUTOMATIC CONTACT POPULATION” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fautomatic-contact-population%2F|title:Automatic%20Contact%20Population||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;”]

If a contact is present in a linked CRM, the local contact is created automatically and linked to the source

[/bsf-info-box][bsf-info-box icon=”Defaults-archive” icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”CUSTOMER COMMUNICATIONS HISTORY AT A GLANCE” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fcustomer-communication-history-at-a-glance%2F|title:Customer%20Communication%20History%20At%20a%20Glance||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;”]

A customer’s complete communication history is organized into cases, which are either open or closed. Open cases show agents the customer’s latest activity in its context

[/bsf-info-box][bsf-info-box icon=”icomoon-BRANKIC-cabinet2″ icon_size=”50″ icon_color=”#3498dc” icon_animation=”fadeIn” title=”CONTACT DATA AUGMENTATION” read_more=”more” link=”url:https%3A%2F%2Fwww.brightpattern.com%2Fcall-center-software-features%2Fcontact-data-augmentation%2F|title:Contact%20Data%20Augmentation||” read_text=”Learn More” hover_effect=”style_2″ pos=”top” title_font_style=”font-weight:bold;” title_font_size=”desktop:18px;” desc_font_size=”desktop:18px;” desc_font_line_height=”desktop:28px;”]

Supported data append and augmentation providers can help pre-populate new contact data and augment existing contact data with information in the cloud

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BRIGHT PATTERN CALL CENTER SOFTWARE

The choice of enterprises of all sizes and across various industries

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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

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