After all interactions are finished, many triggers, including call dispositions, can start a workflow scenario that automates processes using scenario-based communication and integration/data access blocks
TRIGGER YOUR NEXT STEPS
The end of your conversation is just the beginning—After all interactions are finished, call dispositions and other such actions can start a scenario that automates what happens next. For example, setting a particular disposition for an interaction could trigger the following series of events to happen: 1) send a survey to the customer, 2) wait a specified amount of time (e.g., 30 minutes, 1 day, 1 week, etc.), and 3) send a follow-up email to the customer. This series of events is called a workflow, and it is launched automatically based on the disposition that triggered it.
AUTOMATED FOLLOW-UP ACTIONS
The workflow scenario will handle any necessary follow-ups, depending on the interaction’s disposition type. Such follow-up actions include setting context variables, sending an email, sending a text message, scheduling an event, clearing a scheduled event, and making an external request (or internal API call). Workflows reduce the workload of agents while following up with customers and gathering data in a consistent way.
TAP DATA FROM INTEGRATED CRMS
Workflows use our scenario-based communication and integration/data access blocks to send surveys and messages to your customers, no matter which integrated CRM’s database you’re accessing. Whether that database is RightNow, Salesforce, ServiceNow, or Zendesk, our workflow scenarios use its data to direct follow-ups to the correct contacts.
- Connect with customers with automated, post-interaction follow-ups
- Send surveys, emails, and text messages after each interaction is complete
- Schedule events, clear events, and make external requests based on interaction outcomes
- Use contact data from any integrated CRM
- Trigger a workflow by setting certain dispositions or initiating other specified actions
LEARN MORE ABOUT OMNICHANNEL SCENARIOS, IVR AND WORKFLOW
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