What is the Mobile Application?
The Mobile app is the Bright Pattern Contact Center (BPCC) mobile application modeled after the Agent Desktop application, and is available for both Android and iOS operating systems. 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.
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 primarily designed for customer service representatives who work out in the field more than they work at a desk. Example Mobile app users include sales representatives who must travel for business, real estate agents who regularly give tours of homes, maintenance workers sent to make repairs, and so forth.