Enterprise companies continue to refresh their CRM implementations. In 2016, cloud deployments will be crossing the 50% tipping point.
In order to get the full benefits of a cloud-based CRM solution, enterprise companies need to refresh their aging contact center infrastructure and how it integrates with CRM.
Bright Pattern and its partners are seeing three recurring imperatives going beyond the historical “screen-pop” of CRM data upon reception of a call.
1. Enable multichannel integration between CRM and call center applications.
2. Enable CRM-based segmentation of calls and customer service requests for self-service and routing purposes.
3. Enable the extension of interaction management to all customer-facing departments, and not just call centers.
Bright Pattern will be showing its latest release, Bright Pattern 5.0, which includes integrations with Oracle, Salesforce, and Zendesk at ICMI Conference and Expo, May 10-13 in Long Beach, CA.
Bright Pattern 5.0 also features enterprise-grade features for video and image messaging as well as social messaging apps like a Facebook messenger.
Tweet this: @BrightPatternUS to sponsor and exhibit at @ICMI #ccexpo16 booth #605 #cctr #custexp
What: ICMI Conference
When: May 10-13, 2016
Where: Long Beach Convention Center in Long Beach, California Booth #605