Bright Pattern today announced an update to their call center software that extends Zendesk, Inc.’s leading cloud-based customer service platform with omnichannel cloud contact center capabilities.

Bright Pattern’s omnichannel cloud contact center service helps companies to reduce costs of customer engagement and increase customer satisfaction by leveraging rich communication channels, cloud technologies, and extensive domain expertise.

The Zendesk Integration helps to raise Zendesk agent productivity with a task-oriented integrated UI with built-in telephone, chat, and tools for communications via social messengers, mobile apps, and SMS.

It facilitates reduced peak workforce staffing and minimized transfers by offering blended multi-channel skills-based interaction distribution with queuing.

Bright Pattern’s call center software now leverages Zendesk data access to automate customer identification, service selection and self-service across channels.

The above and more integration features were made possible by using Zendesk’s client-side and server APIs that provide rich capabilities for UI extension and data access and are easy to use.

“Zendesk’s combination of ease of use and solid customer service feature set has garnered a huge following, ranging from startups to large enterprises,” said Konstantin Kishinsky, CEO of Bright Pattern., “We are happy to offer Zendesk customers our easy-to-use contact center platform with enterprise-class features” he continued.

According to a study by Zendesk, 64% of customers expect to receive real-time assistance regardless of the customer service channel they use. Bright Pattern not only expands the number of channels available to Zendesk customers’ clients but also offers tools to control costs associated with offering live assistance.

The integration is easily enabled by installing an integration app in Zendesk and setting access credentials in Bright Pattern’s contact center administration portal.

Bright Pattern bridges the growing expectations gap between enterprises and their increasingly more digitally connected customers. Based on the omnichannel platform, architected from the ground up as a cloud-based service, Bright Pattern’s contact center solution offers the right blend of enterprise-grade functionality, reliability, and scalability not otherwise available in the industry.