Customers can now request live assistance from a contact center agent within the context of their mobile app, without having to begin a new call, go through the IVR, wait in a new queue, identify themselves, and explain why they are calling, as is typical with today’s contact centers;
Bright Pattern has partnered with Appery.io to simplify in-app customer service for enterprises and their customers. The companies have collaborated to develop and market a plugin for the Appery.io platform that enables enterprises to easily integrate contact center functions within their mobile apps, allowing for seamless customer service during multi-channel customer interactions.
The integration also helps businesses by automatically providing the information needed to effectively route and handle the interaction. The net result is a more timely and productive conversation with voice, text, and picture messaging available within the same connection, significantly improving customer service.
“Appery.io makes it easy for businesses to engage with their customers via mobile apps and mobile web applications. Having a multi-channel contact center connection option built directly into these applications bring those customer engagements up to an entirely new, personal level, while increasing representative productivity and reducing costs.” said Konstantin Kishinsky, CEO of Bright Pattern, “Our new plugin for Appery.io makes it easy to add these enhanced channel options with minimal time investment,” he continued.
Mobile application developers receive a contact center connection button and a number of related widgets with minimum coding when they use Bright Pattern’s Bright Pattern contact center platform plugin for Appery.io. Any existing mobile application built using Appery.io could have this option retrofitted in a matter of minutes using the new Bright Pattern plugin.
The integration uses the Bright Pattern API for “Rich Contact Experience”, a technology for concurrent multi-media communication between a customer and a business, which improves overall customer satisfaction and reduces business expenses by leveraging capabilities of a smartphone, tablet or web browser. In addition to multi-media communications, the Rich Contact Experience API offers the facilities to pass customer’s profile information, location in the application, geographic location as well as other data relevant to the contact or transaction, thus minimizing the need of requesting additional customer information, using additional IVR scripting or human interaction. The additional information can help ensure the contact is routed correctly the first time.
“We are delighted to be working with Bright Pattern on such an important problem for contact centers worldwide,” said Fima Katz, CEO of Appery, LLC, makers of Appery.io. “Over 200,000 developers in our community can now benefit from all the power of the Bright Pattern platform, improving in-app customer service, with only a few clicks of the mouse.”
Bright Pattern bridges the growing expectations gap between enterprises and their increasingly more digitally connected customers. Based on the omni-channel 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. For more information, visit https://www.brightpattern.com
Appery.io is a complete mobile and web development platform offered as a service. It combines a cloud-based rapid development environment with integrated back-end services and a catalog of API plug-ins that dramatically simplify integration with cloud services and enterprise systems. Appery.io enables developers to rapidly and cost-effectively create mobile and responsive apps that help businesses of all sizes increase revenues and improve productivity. For more information, visit Appery.io