Our Zendesk call center integration leverages the information contained in your Zendesk environment with the Bright Pattern omnichannel cloud call center solution to provide an exceptional agent and customer experience. Bright Pattern delivers powerful omnichannel call center features, including robust outbound capabilities for campaigns, advanced inbound capabilities for service and support, and blended capabilities for multipurpose call centers.
The Bright Pattern and Zendesk call center integration brings together one of the industry’s leading CRM solutions with the most advanced contact center software available in the marketplace.
The Bright Pattern Zendesk call center integration supports search, identification, and screen pop functionality, as well as creating Zendesk items based on interaction data.
Our Zendesk call center integration also provides powerful artificial intelligence (AI) and bot solutions to give agents and customers enhanced automation to speed up time to resolution and improve the customer experience
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. In fact, using the best call center software available is one of the most important ways to improve agent performance and satisfaction.
To address this issue, Bright Pattern offers a unified Agent Desktop that allows agents to access any interaction on any channel. This enables agents to see the entire conversation with full context, resulting in a more effective and personal customer experience.
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
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.
Use the Bright Pattern Zendesk call center integration to access Zendesk 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 solution integrated with Zendesk 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.