ServiceNow omnichannel integration combines IT service management software with Bright Pattern’s omnichannel cloud call center solutions, enabling experts and knowledge workers to respond in context to any customer inquiry using voice, messaging, email, and video. No matter what channel they come in, all interactions travel together in the same case. This helps users to recognize customers, record and distribute the interactions to analysts, capture customer satisfaction with post-transactional surveys, and assess analyst performance through an extensive set of reports. Experts or knowledge workers can resolve service inquiries faster, in context, across all channels.
ServiceNow omnichannel integration offers contact centers:
- In-context solutions across voice, SMS/text, email, and video channels
- Reduced IT administrator/agent load via self-service and automation
- Integrated Agent Desktop with familiar ServiceNow contacts and tools
- Built-in call and screen recording, monitoring, and grading quality management tools
Bright Pattern Contact Center, Bright Pattern’s omnichannel contact center software, helps simplify omnichannel customer service for customers, agents and contact center managers. Bright Pattern’s cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.