Intelligent routing engine with all channels unified—rather than a multichannel system 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 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 thereby exceeding customer expectations.
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 the right agent with the appropriate skill level for the situation if further assistance is required.
