What is the Mobile Application?
The BPCC Mobile App is modeled after the Agent Desktop application. It lets agents take Agent Desktop on the go, allowing them to continue to provide services to your customers while they are away from their desks. The Bright Pattern Contact Center Mobile Application is available for Android and iOS.
All calls and messages sent to and from the Mobile App pass through the BPCC platform. As such, all of the essential contact center functions can be applied to these communications (i.e., routing, reporting, and recording).
Agents can use the app to:
- Make outbound calls
- Receive inbound calls via service queues and made directly to their extensions
- Handle chat sessions initiated via webchat and/or SMS
- Initiate SMS chat sessions
- Send and receive direct SMS messages
- Make and receive internal calls
- Send and receive direct internal chat messages
- Process calls initiated by third-party apps
Who Uses the Mobile Application?
The Mobile app is designed for customer service representatives who perform more fieldwork than desk work. This includes sales representatives on business trips, real estate agents who regularly give home tours, and maintenance workers out for repair work.
What is in this Guide?
The Bright Pattern Mobile App Administrator Guide contains information administrators and managers need before using the Bright Pattern Mobile iOS and Android App in their contact centers.
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It's not possible to log in to the Mobile App and Agent Desktop with the same username at the same time. For more information about this and other considerations, see Simultaneous Application Usage in the Considerations section of this guide. | |
This guide discusses the following:
Requirements
Administration
Monitor
Use the Mobile App
- Download
- Launch
- Update
- Platform Differences
- Recommended iOS Settings
- Recommended Android Settings
- Mobile Phone Mode
Appendix