The Bright Pattern omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey. As the name suggests, the 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 center platform maintains context and relevant information across all channels as if it were a single conversation, resulting in greater personalization and higher levels of customer satisfaction
MULTICHANNEL VERSUS OMNICHANNEL CONTACT CENTER SOFTWARE
Both multichannel and omnichannel customer service and contact center solutions involve communicating through multiple channels. The key difference is the customer experience. The customer journey today often involves several channels and touchpoints, and customers expect their journey to be consistent and personal across all of them.
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. A multichannel call center software solution is siloed and creates friction in the customer journey. The Bright Pattern omnichannel customer experience, on the other hand, is streamlined with a single unified architecture that manages all channels natively while maintaining context. The result is a consistent, meaningful, and personal customer experience.
The Bright Pattern omnichannel contact center 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.
While swift and effective customer service is naturally the primary goal of any contact center, it’s imperative to make sure agents have the best tools possible for customer care. In fact, the technology available is one of the top influencers for agent performance and satisfaction. Without motivated agents, it would be impossible to run an efficient contact center. Therefore, getting this aspect of your business right will have positive impacts throughout the organization.
Bright Pattern offers a unified Agent Desktop that allows agents to access any interaction on any channel, be it a phone call, video chat, email, or a bot chat on a mobile app. This enables agents to see the entire conversation with full context, resulting in a more effective and personal customer experience.
Additionally, agent turnover will be greatly reduced thanks to technology that is both powerful and easy to use. Agent turnover is, unfortunately, common in customer care positions—particularly contact centers—and research indicates the problem is increasing. This results in higher costs, lower productivity, and wasted time and money spent hiring and training new agents. A long-term investment in a system that improves call center agent morale will more than pay off in the long run.
A TRUE OMNICHANNEL ROUTING ENGINE
Another huge benefit to Bright Pattern’s omnichannel contact center solution is that it offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context and personalization. Most contact center solutions still rely on the multichannel “siloed environments,” or separate touch points, resulting in friction for the customer journey.
Consider the previously mentioned situation of a customer speaking to an agent in one channel and then having to be switched to a different agent on another. These compartmentalized experiences create friction both ways, and today’s customers don’t view companies in silos. They’re used to being able to shop in stores if they so choose, or shop online with the same company and have a consistent and personal experience with either option. They’re expecting the same of all their interactions, and the best companies unify all communication channels and create brand loyalty.
Bright Pattern’s advanced omnichannel call center solution allows companies to deliver a rich and personal “all-in-one” solution for contact centers that can be easily implemented. With all communication channels for agents and customers included natively, there are no integrations or disparate systems to get used to, and attention can be focused solely where it needs to be—on the customer. With the Bright Pattern omnichannel contact center solution’s intelligent omnichannel routing capability, customers are automatically directed to the correct resources for their needs, and they are connected to an agent with the appropriate skill level for the situation if further assistance is required.
Offering seamless and personalized experiences to customers and improving agent morale and productivity isn’t where the benefits end. Bright Pattern’s omnichannel contact center platform can also provide custom journeys for customers based on defined business rules and preferences. Our drag-and-drop Scenario Builder application provides the tools to create the customer journey that best fits your business strategy with a powerful and simple user interface.
Business rules are easy to create, modify, and maintain. For example, priority customers can be offered a top-tier chat as soon as they log in for immediate assistance. Or, better yet, they could even be set to be routed to an agent who is familiar with their needs. Using best research business practices, customers can be routed for either email, text messaging, live chats, or phone calls based on previous user history or preferred contact method. Business leaders have full control over exactly how the Bright Pattern omnichannel contact center platform helps them achieve their goals.
The Bright Pattern omnichannel contact center platform has powerful customer analytics, reporting, and quality management capabilities across all channels in a single view.
Customer analytics are the backbone for providing an exceptional level of customer satisfaction. The more data analytics tools your business has at its disposal to help determine customer buying habits and needs, the better prepared you’ll be to provide an exceptional customer journey across all channels.
Analyzing customer data collected in a call center will help other areas of business by providing direct insight into the elements that need to be improved or optimized. Aligning to the customer journey can increase company loyalty in many ways, such as providing better support paths to fast resolution, helping agents contact priority customers with personalized offers, and targeting those who are most likely to buy.
YOUR TECHNOLOGY YOUR WAY
With the Bright Pattern omnichannel contact center platform, we provide the power and flexibility so that you can deliver a rich and personalized experience across all channels. The Bright Pattern platform is highly versatile, and it can be used to improve and grow your business at a pace that makes sense for you. You don’t have to turn on all channels at once or make use of every function immediately, especially if you’re just starting a digital transformation from legacy systems.
The majority of companies that have successfully become omnichannel businesses start by using the platform to get what they already know in order. For example, a multichannel contact center that primarily relies on voice options and web chat can first work on joining these two channels to create a frictionless customer service experience. Once this is done, additional channels can be added based on customer needs and company strategy.
The Bright Pattern omnichannel contact center solution is all about reducing effort for your customers and providing them the best experience you can offer. An omnichannel platform is key for success in today’s market, as well as the future, and Bright Pattern can help your business begin its journey right away.