概要
Bright Pattern コンタクトセンターのオムニチャネルクラウドコールセンターソフトウェアはServiceNow ITサービス管理ソフトウェアと統合され、音声、メッセージ、メール、およびビデオを使ってお客様との対話のシームレス化を図ります。
サービス問い合わせに迅速に対応する方法
ServiceNowのBright Patternのオムニチャネル通信により、コンタクトセンターはお客様を、問題解決またはサービスリクエストの履行をサポートできる専門家やナレッジワーカーと接続できます。 オムニチャネルの顧客連絡機能により、専門家やナレッジワーカーは、未承諾の問い合わせであれ、通知に対する返信であれ、お客様の問い合わせに状況に応じて対応できます。ユーザーは、お客様の認識、対話の記録及び専門家への転送、取引後の調査による顧客満足度の把握、様々なレポートを通じて専門家のパフォーマンスの評価が可能です。
Bright Pattern コンタクトセンターとServiceNowの統合により、専門家やナレッジワーカーはサービスのリクエストをより迅速に解決できるためにお客様との対話に加わることができます
ServiceNow管理者は、会社ののビジネスプロセスに合わせて統合アカウントを調整できます。このようなカスタマイズは、Bright Patternのオムニチャネルシナリオビルダーアプリケーションを使用して実施されます。
Reduce Agent Load with Automation
Integration with Bright Pattern also provides access to Bright Pattern scenarios, which automate frequent requests into self-service using Interactive Voice Response (IVR) technology. With call scenarios, customers are prompted to provide information for their case, and their information is used to direct their case to the appropriate agent, voicemail box, or service queue. Administrators can use call scenarios to design custom prompts for any service, while agents can use call scenarios to search, create, and update data in ServiceNow.
Reduced agent load also means fewer abandoned calls and added convenience for customers. Virtual queuing functionality allows customers to receive a call back at a later time, so they are not waiting on hold endlessly during peak call times. Abandoned calls can be captured in a preview campaign, and customers can be reached later during less busy hours. Customers also have the option to leave a voicemail and receive a call back later.
Bright Pattern Contact Center scenarios are built on a platform that lets ServiceNow administrators customize them for their organization’s unique workflows.
Scenarios and IVR technology provide the following features:
- The capability to work with multiple ServiceNow accounts
- Web service access
- Database access
- Web application “screen pop” functionality on the user side, driven by URL query string parameters
- Skills-based omnichannel routing of chat and voice with priority and media precedence; multiple interactions on an analyst; priority overrides
- Chatbot API and bot integrations
- Omnichannel recording, transcripts, and quality management
- Accurate tracking of analysts’ time
- The ability to save interactions to an activity log
- Analyst performance reports
Agent Desktop Integration
Seamless integration with ServiceNow IT service management applications means that system administrators, IT support, and subject matter experts are able to use the same ServiceNow contacts and tools with which they are familiar, through Bright Pattern's efficient, streamlined Agent Desktop user interface.
Agent Desktop integration offers the following features:
- Dynamic user interface
- Built-in softphone
- Numerous other ways to take phone calls using external devices
- Click-to-dial functionality
- Chat (Facebook Messenger, LINE, Telegram, SMS, Viber, and web chat)
- 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 built into ServiceNow (real-time dashboards, multichannel monitoring, and grading)
Improve Customer Experience
ServiceNow customer data is pushed to the integrated Agent Desktop, enabling customers to be identified automatically according to their case number or any other data saved in ServiceNow applications. Moreover, customers keep their place in queue, ensuring that priority customers are identified as such and are served faster.
Built-in call and 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 call 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.