Our Zendesk call centre integration leverages the information contained in your Zendesk environment with the Bright Pattern omnichannel call centre solution to provide an exceptional agent and customer experience. Bright Pattern delivers powerful omnichannel call centre features, including robust outbound capabilities for campaigns, advanced inbound capabilities for service and support, and blended capabilities for multipurpose call centres.
The Bright Pattern and Zendesk call centre integration brings together one of the industry’s leading CRM solutions with the most advanced call centre software available in the marketplace. We understand that customers expect personalization and the ability to choose their preferred form of interaction (e.g., chat, SMS/text messaging, voice, etc.). Bright Pattern addresses this challenge by delivering a powerful omnichannel contact centre platform that enables access to the rich data available in Zendesk.
The Bright Pattern Zendesk call centre integration supports search, identification, and screen pop functionality, as well as creating Zendesk items based on interaction data. In addition to features such as click-to-call, built in knowledge base, and real-time statistics, our unified omnichannel Agent Desktop makes it easy for agents to manage all communication channels. The Bright Pattern call centre solution integrates with Zendesk to provide the flexibility to switch between communication channels—from voice calls and messaging apps like Facebook Messenger to SMS/MMS, video, and more—while delivering the most relevant data from Zendesk for a personalized customer experience.
Our Zendesk call centre 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. Bright Pattern works with AI-powered bots and cognitive technologies of many third-party vendors, including Google, Amazon, and IBM.
Bright Pattern and Zendesk are a perfect combination. The Bright Pattern omnichannel cloud call centre platform can integrate with Zendesk to offer the best customer support experience possible. Easily manage customer communications across all channels, seamlessly switch between them, increase sales, provide premium support, and boost agent performance and morale all while enhancing the customer experience. With all the advantages of the Bright Pattern omnichannel call centre solution, you’ll have everything you need to turn your Zendesk call centre into a powerful customer experience centre.
- Omnichannel cloud-based contact centre
- Inbound call centre
- Outbound call centre
- Blended call centre
- All digital channels (e.g., chat, email, SMS/MMS, messengers, video, etc.)
- Automatic call distribution (ACD)
- Single customer view
- Unified omnichannel user interface
- Computer telephony integration (CTI)
- Screen-pop functionality
- Conversational IVR
- Intelligent call and digital routing
- Interactive Voice Response (IVR)
- Omnichannel quality management across all channels
- Click-to-call, click-to-chat capability
- Predictive, progressive, automatic, and preview dialling
- Single sign-on (SSO)
- Rich administration and supervisor tools
- AI capabilities via integration with third-party providers
- Call recording
- Screen/call recording
- Built-in knowledge base
- Real-time quality monitoring
ZENDESK CALL CENTRE INTEGRATION BENEFITS WITH BRIGHT PATTERN
MULTICHANNEL VERSUS OMNICHANNEL CONTACT CENTRE SOFTWARE
It is important to distinguish between a multichannel call centre solution and an omnichannel call centre solution. Both multichannel and omnichannel customer service and contact centre solutions involve communicating through multiple channels. The key difference between the two lies in whether the agent can handle multiple channels 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 centre, however, multiple channels are offered to the customer and the agent can handle more than one channel at a time.
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. Because Bright Pattern accesses relevant information from Zendesk and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience. Empower your Zendesk call centre agents to service your customers on the channel of their choice with the Bright Pattern omnichannel call centre solution. The result is a consistent, meaningful, and personal customer experience.
The Bright Pattern omnichannel contact centre 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 accesses relevant information for your Zendesk call centre 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 centre 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 centre 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.
Reducing simple and routine tasks also reduces agent turnover, thanks to technology that is both powerful and easy to use. Because agent turnover is a common issue for call centres, addressing this issue is imperative for continuity and retention. As a result of using Bright Pattern’s advanced omnichannel call centre software, you will see lower costs, higher productivity, less time wasted, and cost savings in hiring and training new agents. A long-term investment in a system that improves call centre agent morale will more than pay off in the long run.
Bright Pattern offers many benefits to Zendesk call centre agents, including single sign-on (SSO) functionality. Just log on one time and you are ready to go. Agents also use an intuitive user interface that presents all information on a single screen, saving them from having to switch between channels. Screen pop, click-to-call, a built-in knowledge base, and real-time statistics are just a few other features that help increase agent productivity.
The Bright Pattern Zendesk call centre solution will significantly improve agent productivity, as it allows agents to learn more about the customers they are interacting with and use their data in new ways. Having all communication interactions associated with your customer data from Zendesk puts the tools that your agents use most often right in their dashboard, allowing for common tasks to be completed more quickly and efficiently. From accessing the knowledge base and fielding customer support requests to accessing customer records and details, our Zendesk call centre solution puts everything at your agents’ fingertips. Our Zendesk call centre integration offers a dynamic way to conduct your business by putting your customer database in your agents’ hands to give your customers a much more personalized and effective experience.
The Bright Pattern Zendesk call centre integration also puts these same tools in the hands of your supervisors, allowing you to better track, coach, and improve agent performance. You will have access to all tickets, cases and call recordings, as well as multichannel monitoring and grading tools.
A TRUE OMNICHANNEL ROUTING ENGINE
Another benefit to the Bright Pattern and Zendesk call centre 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 centresolutions 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 centres 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 centre 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 centre 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 centre 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.
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ZENDESK CALL CENTRE INTEGRATION AND BRIGHT PATTERN SUMMARY
The Bright Pattern omnichannel Zendesk contact centre solution gives your organization the ability to seamlessly service your clients throughout their entire customer journey. Our omnichannel platform allows representatives to engage with customers across a wide variety of channels (e.g., voice, IVR, SMS, chat, messaging, etc.) and effortlessly switch between them. The Bright Pattern omnichannel contact centre platform accesses the rich data contained in Zendesk to provide context and activity history across all channels, resulting in a single, continuous conversation offering greater personalization and higher levels of customer satisfaction.