概要
Bright Pattern （ブライトパターン)コンタクトセンターのLINE Integration Guide（LINEインテグレーション・ガイド）はビジネス用LINE@アカウントと統合して機能できるように、お客様のBright Patternコンタクトセンターの設定方法に関する情報を提供します。
お客様とより速くつながる方法
LINEメッセージアプリケーションと統合した状態で、Bright Patternコンタクトセンターのオムニチャンネルクラウド型コールセンターソフトウェアを利用すると、コンタクトセンターのエージェントは、LINEのテキストメッセージ（SMS型）・フォト・ビデオ・オーディオファイル・リンク・現在地共有機能などを通じてお客様とつながることができます。
Bright Patternのオムニチャンネルlシステムは、LINEチャットインタラクションをAgent Desktopアプリケーションにログインしているエージェントへ転送します。エージェントは、顧客からのあらゆる問合せに対する対応、顧客の識別、やりとり内容の記録・管理者への伝達、取引後調査によって顧客満足度の把握、報告書を通じて業績評価などができます。
自動化によるエージェント負担の軽減
システム管理者は LINE経験を生かしながら組織のビジネスプロセスの各面を自動化できます。このようなカスタマイズは、 Bright Patternオムニチャンネルの Scenario Builder（シナリオビルダー）アプリケーションを利用することによって可能です。
Scenario Builder automates frequent requests into self-service using Interactive Voice Response (IVR) technology. With chat scenarios, customers are prompted to provide information such as name, email, and their question, and their information is directed to the appropriate agent or service queue. Administrators can use call 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 LINE accounts
- Skills-based omnichannel routing of chat with priority and media precedence; multiple interactions per agent; 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
Seamless integration with LINE provides constant contact with customers using their app of choice. Agents at your contact center work within Bright Pattern's efficient, integrated Agent Desktop user interface, utilizing 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
LINE customer data is pushed to the integrated Agent Desktop, enabling customers to be identified automatically according to their LINE username. Moreover, customers keep their place in queue, ensuring that priority customers are identified as such and are served faster.
Built-in screen recording, monitoring, and grading quality management tools ensure maximum service quality. For example, 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.