Messengers Overview
When integrated with one or more mobile messenger applications, Bright Pattern Contact Center software enables contact center agents to connect with customers via interactive text messages, photos, videos, audio files, links, location sharing, and more.
Bright Pattern’s omnichannel system routes incoming messages as chat interactions to agents who are logged into the Agent Desktop application. Agents can respond in context to any customer inquiry, recognize customers, record and distribute the interactions to supervisors, capture customer satisfaction with post-transactional surveys, and assess performance through an extensive set of reports.
Reduce Agent Load with Automation
System administrators can use Scenario Builder to tailor their messaging experience and automate aspects of their organization’s business processes.
Scenario Builder enables users to automate frequently asked questions, enabling self-service for customers using Interactive Voice Response (IVR) technology. A chat scenario can prompt customers to provide their name and email address, and ask their question. Their information is then directed to the appropriate agent or service queue. Administrators can use scenarios to design custom forms, auto-generated messages, and surveys for any service.
Scenarios and IVR technology provide the following features:
- The capability to work with multiple messenger integration types and SMS
- Skills-based omnichannel routing of chat with priority and media precedence, multiple interactions per agent, and priority overrides
- Web application “screen pop” functionality on the agent side, driven by URL query string parameters
- Chatbot API and bot integrations
- Quality management tools
- Accurate tracking of metrics related to agent performance, interaction details, and so forth
- Chat transcripts
- The ability to save interaction records
- Agent performance reports
Agent Desktop Integration
Integration with social messaging enables constant contact with customers using their messenger of choice. Agents at your contact center work within Bright Pattern's efficient, integrated Agent Desktop user interface, using the same contacts and tools with which they are familiar.
Agent Desktop integration offers the following features:
- Dynamic user interface
- Built-in softphone
- Numerous ways to take phone calls using external devices
- Click-to-dial functionality
- Chat/SMS text
- Social messengers
- Built-in Knowledge Base
- Email case management
- Multi-session chat on analyst
- Canned responses
- Directory access
- Call control (hold, transfer, conference)
- Multiple calls to analyst
- Send screen on transfer
- Disposition and notes
- Supervisor UI with real-time dashboards, multichannel monitoring, and grading
Improve Customer Experience
Customer data is pushed to the integrated Agent Desktop, enabling automatic customers identification according to user ID, app profile, name, or phone number, depending on the messenger. Moreover, customers keep their place in queue, ensuring that priority customers are served faster.
Built-in quality management tools used for screen recording, monitoring, and grading ensure maximum service quality. This means a customer does not have to repeat information on transfer because the information follows the interaction through transfers and is saved to the activity history. To ensure the best service quality possible, agents and supervisors can routinely assess customer satisfaction by using built-in post-transactional surveys attached to both service and agent performance reports.