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ServiceNow Call Center Software Integration

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How many companies need help fulfilling the appropriate demands of a high-volume call center? The answer?

 Nearly all of them. 

With ServiceNow, those issues will be a thing of the past. ServiceNow is a company that focuses primarily on IT services and operations, with a significant reach in the cloud call center software world. Using their software, it offers a complete cloud-based solution without any ties to a local resource, meaning, in layperson’s terms, it can effortlessly scale across multiple networks.

Why is scaling so important? 

Scaling a call center translates to investing time, energy, and money into improving your call center for agents and customers. Plenty of effective ways to scale your call center based on your goals and demands, such as hiring the proper people or accurately calculating metrics. 

ServiceNow is a cloud-based software company specializing in IT management and workflow automation.

But where does Bright Pattern fit into all of this?

Bright Pattern For ServiceNow

As a potential customer or end user, you want to be 100% satisfied with your integration choice. 

It’s important for cloud-based contact center software to complement each other instead of fighting against one another.

With Bright Pattern ServiceNow call center integration allows your cloud call center to view, monitor, and research the entire customer journey with your helpdesk, IT services, or cloud call center.

So, why are these exclusive Bright Pattern features so crucial? How will they change YOUR call center? 

With this integration, the ServiceNow platform can optimize customer experience and dramatically improve the standards of your cloud contact center. 

How will these integrations affect the workflow of your high-performing agents?

With these integrations at the fingertips of your agents, it will be possible for agents to have full access to meticulously detailed customer information such as call history, customer tickets, and much more. 

The time is NOW to transform your CX for the better fully!

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Why Clients Choose Bright Pattern

So, why choose Bright Pattern?

Bright Pattern combines industry-leading omnichannel call capabilities with rich, detailed, and meticulously accurate IT service management or ITSM. Plus, customer support information contained in the ServiceNow store platform provides world-class customer service management for agents, employees, field experts, and more. 

Sounds like a lot of hubbub. What does it truly mean?

It means that with the Bright Pattern and ServiceNow platform integration, as an organization, you can completely transform your call center with state-of-the-art omnichannel functionality alongside accurate, detailed, and reliable customer service information. 

This integration affects calling on a massive new scale. 

Now, Bright Pattern provides users with outbound call capabilities for campaigns, highly advanced inbound calls and routing capabilities for services and support, and hybrid capabilities for multi-purpose cloud call centers.

Thus, completely transforming a standard call center, often overrun with high-volume calls, into a futuristic cloud call center to tackle any modern challenge. 

Other exclusive features include:

Unified Agent Desktop

Supports search, identification, and screen pop functionality. Plus, the ability to create, update, and search ServiceNow items, issues, and problems based on customer interaction data.

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AI and Bots

Extra solutions to help give experts and customers enhanced automation to speed up the resolution time and improve CX.

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Virtual Contact Center Software

With both companies integrated, it can provide the greatest ITSM and CX possible, all with virtual agents.

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Easy Access To ServiceNow For Agents

So, we all understand that Bright Pattern and ServiceNow have access to full-scale integration.

Now that everyone is on the same page, how does this affect the agents? 

With this merging, agents can seamlessly access ServiceNow through a pop-up screen or the Bright Pattern platform if both software systems are integrated. 

Agents can easily access their customers’ journeys, digital workflows, and records through these custom and dynamic pop-up screens. 

The agents can access accurate and incredibly detailed information from their customers to assist them as quickly as possible, depending on their needs. 

Think of calling the doctor; the nurse will already know your previous health issues. Save time describing any previous issues since the information is collected securely and centrally. 

Omnichannel Capabilities

Omnichannel is a popular term tossed around the industry for several years.

Why is it on the tips of everyone’s tongues?

What differentiates Bright Pattern from other platforms that only support standard channels?

Bright Pattern is an omni-cloud-based contact center platform that supports the latest emerging digital and traditional channels while providing a host of call-handling tools to help facilitate CX.

So, which channels does omnichannel support?

The answer? ALL of them.

Bright Pattern fully supports voice, email, chatbot, SMS, text messaging, social media messenger apps (WhatsApp), etc. These conversations can be seamlessly transferred among the various unique digital channels. 

In 2023 and beyond, the amount of customers using various digital channels is exploding in popularity. With these messengers, customers ask questions in the palm of their hands instead of over a landline phone. 

Customers can start their journey by sending an SMS message, then transitioning to email, and finish with a call. 

How? Let me explain.

A conversation that initially starts as an email can be switched to a chatbot and then to an SMS messenger. Now, agents can access customer data and histories in real-time on a customizable agent workspace. 

Agents can follow any interaction in live time to avoid idle and repeated conversations and speed up the entire interaction process with the customer.

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Bring Your Own Telco For Any Customer Service Application

Let’s take some time to identify a key phrase or two.

CTI.

CTI is short for computer telephony integration. 

But what does it indeed do?

It allows your cloud contact center to bring in any third-party phone system. CTI integration ensures any third-party business phone system can be optimized with the Bright Pattern platform, allowing you to bring your telco. 

This integration process allows agents to efficiently handle customer satisfaction requests or customer service applications through their desktop computers.

Meaning? Optimized workflow and dramatically decreased workload for your agents. 

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Service Management Product Brochure

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Customizable journeys

Create one-of-a-kind journeys for your customers! 

How?

This Bright Pattern integration allows a contact center to customize the journey for agents and customers. 

With workflows, each agent’s ServiceNow instance can differ depending on their specific user role. Using these integration features, a new system can be adapted to system requirements and specific user roles to ensure the agent can provide the greatest service possible.

Omnichannel Quality Management

These integrations provide a wealth of benefits for the supervisor as the process is made seamless and easy. Unified dashboards allow Supervisors to access complete agent information and performance analytics across any channel. 

Why are analytics so vital to the quality management process? How do these analytics help the customer?

These analytics are critical for providing exceptional service and creating engaging customer stories and customer success stories. 

With the combination of these software systems, your organization will be able to provide a world-class experience across any channel.

Unified Agent Desktop

Our omnichannel contact center solution gives your organization the ability to seamlessly communicate with clients throughout their entire customer journey.

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Omnichannel Quality Management

Ensure consistently excellent customer experiences and optimize call center performance with AI-powered OmniQM.

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CRM Integration

Track the customer journey with your business on any channel. Integrations with all CRM providers or your own system of records.

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ServiceNow Benefits

Faster Service for Routing Tasks

Typical tasks such as checking a balance can be offered up automatically to customers for fast selection and service.

Faster First Contact Resolution (FCR)

With easy access to information through popup screens, agents can see previous interaction history to quickly resolve customer’s issues.

Increased Customer Satisfaction

Customers who are routed to the best resource or department with the right information get their issue resolved faster, resulting in higher CSAT.

Easier Navigation Based on Needs

Depending on the specific user role, customers can be navigating to specific agents that can best serve their needs.

Reduce Operational Costs

Bright Pattern, through CTI and CTI processing, allows your call center or ITSM organization to bring your own telco.

Improved Agent Productivity

Route customers to the best agent to their desktop through CTI, with agents having full info access through the popup screen.

Better Customer Service

ServiceNow CTI integration means ServiceNow information can be in a popup screen for agents to use.

Anytime, Anywhere 24/7 Access

Agents can easily access information from the popup screen, allowing agents to easily work through any customer service application.

Optimize Company Resources

Saves money on labor, lower customer queue times, improve call flow, automate routine activities, and stay available for the customer at all times.

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Additional Applications

Choosing Bright Pattern implementation offers plenty of unique features. 

For instance, an IVR self-service application helps direct inbound calls and outbound calls to the proper destination in the fastest and most efficient route possible. 

(Optimizing the calling process for customers.)

With IVR, the end goal of the technology is to transport the caller to their desired destination as fast as possible, dramatically improving the overall CX.

Capture Customer Information

Is it important to be able to guide the customer along their journey?

Of course!

That’s where IVR comes in!

IVR systems can be designed to extract information from callers for other purposes. For example, an IVR application can collect phone numbers, account numbers, product order numbers, or even credit card information.

Plus, a business can set up a customer sentiment survey post-call.

IVR data can help businesses anticipate events or times that typically trigger increased call rates to manage the rise or fall in demand. This software can prompt an artificial intelligence (AI) voice response based on the information provided by the customer.

CRM Integration

CRM.

Customer relationship management.

It’s a software tool that tracks the customer journey from beginning to end.

Sounds simple?

It provides a ton of significance.

Using a digital record of customer interactions, agents can access customer information to provide the greatest CX possible. CRM integrations have substantially improved the interaction between agents and customers.

Happy agents mean happy customers.

Happy customers mean more money.

ServiceNow Integration For Better Customer Experiences

Maximizing CX’s simplicity, positivity, and efficiency is critical to success.

By implementing ServiceNow into your Bright Pattern contact center platform, ensure a dramatically improved customer experience and journey with improved agent productivity, a massive reduction in operational costs, faster FCR (first contact response), etc.

See your sales and revenue increase.

Watch workflow significantly improve. 

 Experience seamlessness throughout your cloud call center. 

Integrate Cloud Call Center With Amazon Connect

With ServiceNow, connect a cloud call center with the Amazon Connect instance to experience an easy and seamless inbound and outbound voice call experience for your agents and customers. 

Basic Procedure

  1. Log in to your AWS (Amazon Web Services) account and set up Amazon Connect.
  2. Integrate both software systems. 
  3. Configure components based on your ServiceNow instance. 

What Is AWS? <H3>

Ready for another fun slice of vocabulary?

AWS.

Or, Amazon Web Services. 

It is recognized as one of the world’s most popular and comprehensive cloud services. AWS has become popular due to the success of the global giant Amazon. 

Everyone’s heard of Amazon! 

Powerful Integrations

Microsoft
Zoho
Salesforce
Zendesk
Pipkins
NICE
Aspect
Oracle
Monet

Additional Bright Pattern Features

  • Built-in Quality Management
  • CRM Integration
  • True omnichannel
  • Cloud-Based
  • Automated Bot Conversations
  • AI-Powered Agent Assistance
  • Sentiment and Text Analysis
  • Drag-and-Drop Scenario Builder
  • Unified Agent Desktop
  • WFO and WFM Integration
  • Interactive Voice Response
  • Click-to-Call, Click-to-Chat Capabilities
  • Intelligent Routing
  • Automatic Call Distribution (ACD)
  • Call and Screen Recording
  • All Digital Channels Supported

Users Love Bright Pattern

“The ease of implementation for chat has enabled us to quickly build and turn chat on for our customer facing sites in less than a day.”
Derek G.

Director of Contact Center Operations

“It is an extremely robust, while easy to use software. It can handle massive telephony centers with ease while maintaining competitive telco charges.”
KC R.

BPO Technology Lead

“Great product and a great team. The product has worked as designed and has been very reliable. The call quality has also been excellent. The scenario tool is very powerful. It is also well integrated into Zendesk.”
Sean Rivers

Director of Operations Technology

“We have switched over from Interactive Intelligence 3 years ago and have been really happy so far. We had 100% up-time and enjoy the cooperation with their software developers and management team.”
Othmar B.

VP Marketing

“I answer all my calls from clients on retail with softphone and I can work at home effectively too. It is a way for me to judge my productivity and see how many emails I am answering with the dashboard that is displayed. ”
Julie T.

Retail Support Representative

“The system was very easy to setup along with training and onboarding from the Bright Pattern team. We use Bright pattern for inbound transactions, such as incoming calls, emails and chat. The reporting tools are easy to use and propvide the SLA data required for our partners.”
Sal Y.

Head of Customer Support

Frequently Asked Questions

Routing is the capability to transfer calls to an available agent or a more qualified expert in the caller’s field. This allows customers to communicate with premier experts with diverse knowledge bases and have their questions answered in a live chat quickly and efficiently. 

API:  Application Programming Interface is a software middleman that allows two applications to communicate with each other. APIs help people easily share data and information through enterprise-level organizations as they act as a connector between both applications. 

CSM: Customer Service Management is a series of tools, functions, and workflows developed to ensure the greatest customer experience possible. 

Microsoft Teams Integration

A workspace designed for real-time communication, collaboration, and completion of meetings, voice video calls, partner program initiatives, app/file sharing, and quality management. 

Zendesk

A cloud help desk management solution that offers custom tools to build a service portal and a helpful online-based community for forums, webinars, and other resources. 

Service Desk

Manages incidents and service requests while simultaneously handling the communication between customers 

3clogic

It is widely regarded as the premier voice-enabling solution for cloud-based platforms. 

Salesforce

A cloud company that provides businesses with tools to help find more potential partners make more sales and guarantee the highest level of customer satisfaction possible.  

Other tools include Microsoft Dynamics, which can work with a contact center with ServiceNow. Since these are all cloud solutions, you can take advantage of the global reach of these systems and forgo international calling rates in locations such as the United Kingdom, as there are no on-premise locations. While using the cloud, call rates are nonexistent. A leadership team could be located in San Francisco, California, but have employees in Manchester, England, identifying the beauty of cloud migration. Employees can draft press releases, develop investor relations, chat with sales, or create long-lasting partnerships with people abroad because of the reach and freedom of the cloud. 

Screen Pop: typically identified as when a customer’s information “pops” up on the agent’s screen simultaneously while the agent answers the customer’s call. 

Display of customer name, contact information, purchase history, or order number

Dramatically improves the overall customer and agent experience

Eliminates the need for an agent to ask for trivial information the customer has already provided

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