Viber, the instant messaging and calling app, connects 664 million users worldwide. At Bright Pattern, we are proud to be a part of that network, offering Viber as part of our Multichannel Contact Center Software.
Why is Viber Integration good for your business?
- Rich messaging and interface options let you talk to your customers immediately and creatively, with text, photos, file attachments, and more.
- Customers can reach you the way they would reach out to any of their friends. Interactions look and feel as simple and native as their regular Viber conversations.
Convenient Customer Connections
Viber enables anyone to connect anywhere, using text messages, photos, location sharing, videos, doodles, and HD-quality phone and video calls. The mobile app can be used on smartphones, desktop computers, tablets, or all of the above, making it easy to maintain conversations wherever 3G or Wi-Fi is available.
Integration with Viber means your contact center is right where you want it to be – at your customers’ fingertips – and customers interact with agents as they would with their friends and family. Customers can send questions, photos, and even their location, directly to your business.
Integrated Agent Desktop
Viber integration is seamless – agents logged in to the Agent Desktop application receive and reply to Viber messages in the same way that they receive and respond to text messages and web chats.
Contacts via Viber come from authenticated Viber users who use their mobile phone numbers as their ID. This helps Bright Pattern offer 100% positive identification (and authentication) of all repeat contacts.
At any time, an agent may work on a number of multichannel conversations – voice, SMS, email, and messengers, to name a few – distributed according to our omnichannel routing system. Ready to pick up the phone, reply to a text, or open a chat, agents easily handle all their conversations seamlessly from one integrated desktop.
Our omnichannel cloud contact center system is integrated with the most popular messenger applications, including Viber, LINE, Facebook Messenger, Telegram, WeChat, and WhatsApp, among others. Integration configuration involves the same simple process across the board, no matter what messenger you choose to connect to your customers.
Bright Pattern reports offer insight on patterns and volume of incoming traffic, as well as individual agent and team performance. With the ability to track interactions, review transcripts, listen to or view recordings, and more, your contact center can use real data to improve customer service, provide agent training, and monitor team success.
Automation, integrations, and complex bots do the heavy lifting for common issues, so agents can spend time on advanced requests. Automation for everything from agent routing to automatic greetings and customer surveys can be customized in Bright Pattern's advanced Scenario Builder application.
Want to know more about Viber Integration?
We are happy to answer questions and discuss specific workflows and requirements on a live presentation online, or set up a pilot project to trial the solution without paying any license fees