Bright Pattern‘s contact center software is the best in the industry for providing a great customer experience to any caller from the beginning of the customer journey till the end. To ensure a great customer journey, our cloud-based call center software offers seamless integration with Salesforce platforms.
Bright Pattern and Salesforce have partnered to bring together the industry’s leading Customer Relationship Management (CRM) solution with the most advanced contact center software available in the marketplace
Bright Pattern also integrates with powerful artificial intelligence (AI) and bot solutions. This gives agents and customers enhanced automation to speed up time to resolution and improve the customer experience
The Bright Pattern Salesforce CRM integration provides the flexibility to switch between communication channels, allowing you to switch between voice calls, messaging apps, SMS/MMS, video chat, mobile apps, and more.
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 that move beyond traditional phone systems. The key difference between the two lies in whether the call center reps can handle multiple channels and customer interactions simultaneously.
With a multichannel solution, the customer is offered multiple media channels for communication, such as voice and chat, but the agent can only handle one channel at a time. 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. For example, an agent in an omnichannel contact center can accept a chat, answer a call, and respond to an email simultaneously. When a customer is enabled to move between media channels and be served by the same agent in the same conversation, the customer experience improves dramatically.
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. A multichannel call center software solution is siloed and creates friction in the customer journey. Because Bright pattern accesses relevant information from Salesforce and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience.
Bright Pattern’s omnichannel customer experience platform is built on a single unified architecture that manages all channels natively while maintaining context. 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 it 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.
Because Bright Pattern’s cloud customer experience platform accesses relevant information from Salesforce and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience.
In order for call center agents to deliver a premium customer experience, it is critical to make sure they have the best tools possible for customer care. In fact, using the best call center software available is one of the top ways to influence agent performance and satisfaction. Without motivated agents, it would be impossible to run an efficient contact center.
Another benefit to the Bright Pattern and Salesforce 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.
As we know, 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 don’t view companies in silos.
Customers are used to being able to shop in stores if they so choose, or shop online and have a consistent and personal experience with either option. They’re expecting the same of all their interactions, and the best companies unify all communication channels under a single platform and create brand loyalty.
Bright Pattern’s advanced omnichannel call center solution 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 and productive agents.
With the Bright Pattern omnichannel contact center solution’s intelligent omnichannel routing technology, customers are automatically directed to the correct resources for their needs, and they are connected to the right agent with the appropriate skill level for the situation if further assistance is required.
Furthermore, Bright Pattern omnichannel routing technology allows you to create communication workflows based on the information contained in the Salesforce call center solution. You can route inbound calls and contacts based on almost any information contained in Salesforce, including the value of the customer, the last agent that serviced the client, skill levels, and more.
Offering seamless and personalized experiences to customers and improving agent morale and productivity isn’t where the benefits end. Bright Pattern’s omnichannel contact center platform can also provide custom journeys for customers based on defined business rules and preferences. Access the most relevant data from Salesforce to build the strongest customer relationship.
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.
Business rules are easy to create, modify, and maintain. Incoming calls from priority customers can be offered a top-tier chat as soon as they log in for immediate assistance, or they can be routed to an agent who is familiar with their needs. Using best research business practices, customers can be routed for either email, text messaging, live chats, or phone calls based on previous user history or preferred contact method.
Use the Bright Pattern Salesforce call center integration to develop the business and communication strategy that best fits your organization. Access Salesforce 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.
The Bright Pattern omnichannel contact center platform, combined with Salesforce CRM data, 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.
Analyzing customer data collected in a call center will help other areas of business by providing direct insights into the elements that need to be improved or optimized. Aligning with the customer journey can increase company loyalty in many ways, such as providing better support paths to fast resolution, helping agents contact priority customers with personalized offers and targeting those who are most likely to buy.
Bright Pattern has advanced analytic and quality management capabilities. In addition to real-time and historical business analytics, Bright Pattern offers omnichannel quality management across all communication channels, including recordings, transcription, speech analysis, and more.