Omnichannel Contact Center Software

Omnichannel service, omnichannel solution, and omnichannel call center are common terms in the contact center industry, especially among contact center leaders. But what is true omnichannel, and what should a ture omnichannel cloud contact center be capable of?

Omnichannel cloud contact centers should be capable of utilizing a number of channels and touchpoints to provide CX over, including digital communication like chatbot, webchat, mobile apps, social media platforms, and messengers like Facebook Messenger and WhatsApp alongside traditional channels like voice interaction, email, and texting. The key difference between omnichannel and multichannel is the ability to switch between channels while keeping the customer’s perspective intact. With true omnichannel, your omnichannel call center can provide remarkable customer experiences on a lot more channels than traditional call center solutions. For example, a customer that connects through a channel of their preference, such as a voice interaction. When their channel of preference changes, this conversation can be switched to social media platforms, messengers, webchat, and many more. The live agent is able to follow the entire customer service interaction from a single interface, allowing them to closely follow customer needs. Customer service agents and live agents will have an easier time with customer engagement through omnichannel service, allowing them to deliver CX effectively, keep up with customers on all touchpoints, and provide a great experience.

Omnichannel communication is the next level from multichannel communication, and many contact center leaders are looking for an effective solution to prevent silos and unify all service channels in their omnichannel cloud contact center.

The omnichannel cloud contact center is the future of CX and customer engagement. With omnichannel, your call center can reduce pain points in the customer journey, increase the number of satisfied customers, increase customer engagement, deliver remarkable customer experiences, and improve employee productivity effortless channel switching.

Live agents, with omnichannel service, are much more powerful than live agents relying on multichannel communications. Omnichannel communication is the next level from multichannel communication, and many contact center leaders are looking at it as an effective solution to unify service channels in their omnichannel cloud contact center. In an omnichannel call center, all customer service channels are usable and the conversation can be switched among any channel. A conversation with a chatbot or a conversation in a chat with a live agent can be transferred to a messaging app like WhatsApp, which can then be switched to a social media interaction. Conversations can be switched depending on what customers or agents prefer.

With Bright Pattern’s omnichannel retail software and omnichannel contact center software, your business can utilize the power of our cloud to connect with customers on any sales channel. With the cloud, you can reduce operational costs while improving functionality by customizing the platform with your desired APIs and scenarios, with CRM integrations like Salesforce and Microsoft Dynamics. With Bright Pattern’s omnichannel retail software, the customer service function within your business can shine.

Bright Pattern is suitable for any business as well, whether your business is based in ecommerce and online purchases, or relies on brick and mortar stores to sell a great product to shoppers. Bright Pattern’s omnichannel retail software provides communication and sales channels to help connect the best agents with shoppers, allowing your customers to get access to your great product.

Bright Pattern’s omnichannel retail software provides many features to help your customer service function, and help your agents quickly solve complex issues while building customer trust.

OmniQM is Bright Pattern’s omnichannel quality management system that helps your supervisors monitor 100% of interactions on all channels in the contact center. OmniQM can function on all digital and traditional channels, with a reporting dashboard that can be set with specific preferences and metrics for reporting. OmniQM utilizes automation to monitor all channels, and preferences can be set as well for when a supervisor should be alerted of a low scoring interaction. If a low scoring interaction is detected, that interaction can be routed to a retention specialist while the full interaction is saved for review.

OmniQM can also help improve workforce management by allowing supervisors to determine where the contact center can improve. By pinpointing specific key issues, supervisors can improve KPIs and metrics like customer satisfaction, average handling time, first contact resolution, and more.