A true Omnichannel routing engine
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.