The Bright Pattern cloud call centre solution leverages the information contained in your Oracle Service Cloud environment to provide revolutionary omnichannel capabilities for your call centre. Our call centre solution also provides robust outbound capabilities for campaigns, advanced inbound capabilities for service and support, and blended capabilities for multipurpose call centres.
The Bright Pattern omnichannel call centre solution and Oracle Service Cloud call centre integration brings together one of the industry’s leading CRM solutions with the most advanced contact centre software available in the marketplace. Customers expect personalization and context-rich interactions, as well as the ability to choose and switch communication channels whenever they want (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 Oracle Service Cloud.
The Bright Pattern Oracle Service cloud call centre integration supports search, identification, and screen pop functionality, as well as creating Oracle Service Cloud items based on interaction data. In addition to features such as click-to-call 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 Oracle Service Cloud 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 your Oracle Service Cloud environment for a more personalized customer experience.
Our Oracle Service Cloud 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. This includes both customer-facing solutions for routine interactions, as well as agent-facing solutions to provide agents suggestions and information for more sophisticated issues. Bright Pattern works with AI-powered bots and cognitive technologies of many third-party vendors, including Google, Amazon, and IBM.
Bright Pattern and Oracle Service Cloud are a perfect combination. The Bright Pattern omnichannel call centre platform can integrate with Oracle Service Cloud 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 Oracle Service Cloud call centre into a powerful customer experience centre.
KEY FEATURES:
- Omnichannel cloud-based contact centre
- Inbound call centre
- Outbound call centre
- Blended call centre
- Embeds telephony controls in the Oracle application
- All digital channels (e.g., chat, email, SMS/MMS, messengers, video, etc.)
- Automatic call distribution (ACD)
- Single customer view
- Unified omnichannel user interface
- SMS/MMS
- 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 capability
- Predictive, progressive, automatic, and preview dialling
- Rich administration and supervisor tools
- AI capabilities via integration with third-party providers
- Screen/call recording
- Real-time quality monitoring
KEY CAPABILITIES
In order to get the most out of your Oracle Service Cloud call centre integration, you need the most advanced omnichannel call centre product in the marketplace. Bright Pattern enables a company to deliver actionable information and key data to the most relevant point in the conversation. No matter what channel you are communicating on with your customer, Bright Pattern will ensure a successful customer journey.
ORACLE SERVICE CLOUD CALL CENTRE INTEGRATION BENEFITS WITH BRIGHT PATTERN
MULTICHANNEL VERSUS OMNICHANNEL CONTACT CENTRE SOFTWARE
When choosing a call centre solution, it is important to distinguish between a multichannel call centre solution and an omnichannel call centre solution. Both multichannel and omnichannel 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. They often have no context when customers switch channels, making the customer experience very frustrating. With the Bright Pattern omnichannel contact centre solution, multiple channels are offered to the customer, and context is maintained even when they switch channels.
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 Oracle Service Cloud 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 Oracle Service Cloud 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 Oracle Service Cloud call centre and makes it available across all communication channels, your company can be assured that your customers are receiving the best experience possible.
AGENT EMPOWERMENT
In order for call centre agents to deliver a superior customer experience, it is important that they have the best tools possible. 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 helps reduce agent turnover. Because agent turnover is a common issue for most 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 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 Oracle Service Cloud call centre agents. Agents use an intuitive user interface that presents all information on a single screen, saving them from having to switch between channels. Our guided resolution capability effectively guides agents through knowledge, scripts, and workflows to ensure productivity and consistency. Screen pop, click-to-call, and real-time statistics help agents reach out to customers quickly while tracking their performance and personalizing the conversation.
The Bright Pattern Oracle Service Cloud 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 Oracle Service Cloud 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 Oracle Service Cloud call centre solution puts everything at your agents’ fingertips.
The Bright Pattern Oracle Service Cloud 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 Oracle Service Cloud 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 centre solutions 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 for the customer, and today’s customers want a consistent and personal experience across all channels.
Bright Pattern’s advanced omnichannel call centre 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 Oracle Service Cloud, 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 Oracle Service Cloud. You can route based on almost any information contained in Oracle Service Cloud, including priority, severity, the last agent that serviced the client, skill levels, and more.
CUSTOMIZABLE JOURNEYS
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 Oracle Service Cloud call centre integration to access Oracle Service Cloud 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.
ROBUST ANALYTICS
The Bright Pattern omnichannel contact centre solution integrated with your Oracle Service Cloud environment delivers powerful customer analytics, reporting, and omnichannel 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.
ORACLE SERVICE CLOUD CALL CENTRE INTEGRATION AND BRIGHT PATTERN SUMMARY
The Bright Pattern omnichannel Oracle Service Cloud 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 Oracle Service Cloud to provide context and activity history across all channels, resulting in a single, continuous conversation offering greater personalization and higher levels of customer satisfaction.
We are happy to answer questions, discuss specific workflows and requirements on a live presentation online, describe core benefits, or set up a pilot project to trial our applications without paying any license fees. Let Bright Pattern’s call centre solution help you change the pattern of customer service
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