Conversation Continuity

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

STAY CONNECTED TO THE SAME AGENT

Our contact center solution helps you achieve fewer dropped calls and fewer abandoned calls. We ensure that if a call is dropped, a redial will bring a customer back to the same agent who handled the call, and the customer avoids being routed through an IVR menu and starting the conversation all over again. Smart redialing keeps customers connected no matter what.

DEVELOP A CUSTOMER RELATIONSHIP

Because all interaction details across all channels are saved on the Agent Desktop, a customer can call and start a conversation by referring to a previous email. The agent can find and view the email in order to learn about such a customer’s previous interactions, and the customer does not need to explain past inquiries or issues.

SCREEN POP PUTS CUSTOMER DATA IN CONTEXT

When a conversation starts, screen pop functionality literally pops contact cards or customer-related data to the agent’s screen. With such data front and center, agents can quickly glean important details about a customer upon accepting a call, set dispositions, schedule follow-up activity, and write helpful notes in the customer’s records. This information helps agents to learn more about a customer and provide just as much helpful data to any other agent who may work with the customer in the future.

HIGHLIGHTS

Dropped calls resume automatically with redial
Customers can connect to the last agent who helped them
Skip the IVR menu and directly dial the agent
Screen pop puts customer interactions in context
All customer contact details are saved

LEARN MORE ABOUT CONTACT & CASE MANAGEMENT

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Agents can talk to a person irrespective of the channel or combination of channels used. Calls, chats, and emails can come and go, and the conversation continues

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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

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

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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

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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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