A True Omnichannel Routing Engine
Another benefit to the Bright Pattern and Zendesk 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.
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 want a consistent and personal experience
Bright Pattern’s advanced omnichannel routing technology 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.
When the Bright Pattern omnichannel contact center solution’s intelligent omnichannel routing technology is combined with Zendesk, customers are automatically directed to the agent with the appropriate skill level to address their particular issue.
Furthermore, Bright Pattern omnichannel routing technology allows you to create communication workflows based on the information contained in Zendesk. You can route based on almost any information contained in Zendesk, including priority, severity, the last agent that serviced the client, skill levels, and more