Bright Pattern knows the best way to provide top-notch service to your customers is to better understand their behaviours and interests. We have worked to ensure that our omnichannel cloud-based call centre software offers a seamless integration with Salesforce platforms.
Bright Pattern and Salesforce have partnered to bring together the industry’s leading CRM solution with the most advanced contact 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 fully integrated omnichannel contact centre platform that enables access to the rich data available in Salesforce.
The Bright Pattern Salesforce call centre software provides 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 Salesforce for a personalized customer experience.
The Bright Pattern solution was architected from the beginning to natively support all communication channels. As an example, customers can start talking on a web chat, switch to a call, and move to SMS/text, and the Bright Pattern solution will manage it all as if it were a single conversation.
Bright Pattern also integrates with 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 third-party vendors, including Google, Amazon, IBM, and others.
Bright Pattern and Salesforce are uniquely positioned to deliver a great customer experience. By combining the rich data from Salesforce with the most advanced omnichannel contact centre solution in the marketplace, this partnership will deliver exceptional results for sales, marketing, and customer service applications.
- Campaign Management
- Omnichannel cloud-based contact centre
- Inbound call centre
- Outbound call centre
- Blended call centre
- Integrates with all Salesforce platforms
- All digital channels (e.g., chat, email, SMS/MMS, messengers, video, etc.)
- Automatic call distribution (ACD)
- Single customer view
- Computer telephony integration (CTI)
- Screen-pop functionality
- Intelligent call and digital routing
- Integrated 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 provider
- Call recording
- Screen recording
- Built-in knowledge base
- Omnichannel Agent Desktop
SALESFORCE 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. For example, an agent in an omnichannel contact centre can accept a chat, answer a call, and respond to an email simultaneously. When a customer is enabled to move between media channels and be served by the same agent in the same conversation, the customer experience improves dramatically.
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 centre software solution is siloed and creates friction in the customer journey. Because Bright pattern accesses relevant information from Salesforce and makes it available across all communication channels, your company can be assured that your customers are receiving a personal and successful experience.
The Bright Pattern omnichannel customer experience platform is built on 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 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 from Salesforce 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 for customer care. In fact, using the best call centre software available is one of the top ways to influence agent performance and satisfaction. Without motivated agents, it would be impossible to run an efficient contact centre.
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, unfortunately, 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, a reduction in 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 Salesforce 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 time 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 Salesforce call centre software 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 customer experience informed by your Salesforce CRM 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 Salesforce call centre solution puts everything at your agents’ fingertips.
An integrated CRM platform like Salesforce also simplifies routine tasks and high-frequency requests, allowing agents to work smarter and handle a higher call volume without sacrificing quality or job satisfaction. Agents can also employ powerful macros to assist in basic tasks, further streamlining their workflow and allowing them to focus on more complex tasks and delivering high-quality service.
Our Salesforce 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 Salesforce call centre integration also puts these same tools in the hands of your supervisors, allowing you to better track, coach, and improve agent performance.
A TRUE OMNICHANNEL ROUTING ENGINE
Another benefit to the Bright Pattern and Salesforce call centre software is that it offers a powerful omnichannel routing engine with all channels unified—rather than the multichannel approach that lacks context and personalization.
As we know, 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 both ways, and today’s customers don’t view companies in silos.
Customers are used to being able to shop in stores if they so choose, or shop online 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 under a single platform and create brand loyalty.
Bright Pattern’s advanced omnichannel contact centre solution 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 and productive agents.
With the Bright Pattern omnichannel contact centre solution’s intelligent omnichannel routing technology, 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.
Furthermore, Bright Pattern omnichannel routing technology allows you to create communication workflows based on the information contained in the Salesforce call centre solution. You can route based on almost any information contained in Salesforce, including the value of the customer, the last agent that serviced the client, skill levels, and more.
Offering seamless and personalized experiences to customers and improving agent morale and productivity isn’t where the benefits end. Bright Pattern’s omnichannel contact centre platform can also provide custom journeys for customers based on defined business rules and preferences. Access the most relevant data from Salesforce to build the strongest customer relationship.
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.
Business rules are easy to create, modify, and maintain. Priority customers can be offered a top-tier chat as soon as they log in for immediate assistance, or they can 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.
Use the Bright Pattern Salesforce call centre integration to develop the business and communication strategy that best fits your organization. Access Salesforce 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 platform, combined with Salesforce CRM data, 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.
Analysing customer data collected in a call centre will help other areas of business by providing direct insights into the elements that need to be improved or optimized. Aligning with 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.
Bright Pattern has advanced analytic and quality management capabilities. In addition to real-time and historical business analytics, Bright Pattern offers omnichannel quality management across all communication channels, including recordings, transcription, speech analysis, and more.
SALESFORCE CALL CENTRE INTEGRATION AND BRIGHT PATTERN SUMMARY
The Bright Pattern omnichannel Salesforce contact centre software gives your organization the ability to seamlessly communicate with 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 Salesforce to provide context and all relevant information across all channels, resulting in a single, continuous conversation offering greater personalization and higher levels of customer satisfaction